What is the role?

To lead and develop our Customer Contact Centre team within the BMW / MINI Group. This is an exciting opportunity for a strong leader with a passion for customer service, team performance, and operational excellence. Working closely with the Service & Parts Operations Manager, you will oversee the day-to-day operations of a fast-paced bookings team, ensuring exceptional customer experience and driving performance against key business targets.

Who you need to be?

To succeed in this role, you will be highly passionate about our brand, our standards and our vision.

Key Responsibilities

• Lead, coach, and motivate a team of Bookings Advisors to consistently exceed booking and service targets

• Manage team performance through regular coaching, training, and development planning

• Set, monitor, and drive Key Performance Indicators (KPIs) including speed to answer, conversion rates, and compliance

• Review and optimise lead management processes to improve booking conversion and efficiency

• Promote a customer-first culture, ensuring all queries and complaints are handled professionally and effectively

• Oversee workforce planning, including rotas, scheduling, and resource allocation to ensure full coverage

• Maintain high standards of CRM usage and data accuracy

• Collaborate with internal departments to resolve operational challenges and enhance service delivery

• Conduct regular performance reviews and 1:1 meetings to support team development

• Lead recruitment, onboarding, and continuous development of new and existing team members

• Track Service Leads, Calls Made and conversion to booking.

Hours

This is an onsite role, Monday – Friday from 08:00 – 18:00

Benefits

• 22 days’ annual holiday plus bank holidays

• Excellent training and career development opportunities

• Employee discount scheme

• Corporate gym rate

• Pension scheme

• Staff parking

• Annual staff party and opportunities to get involved with charitable, social, and sporting events throughout the year.

Next steps

Ready to join a team where passion meets performance? Apply today and accelerate your career with Partridge of Hampshire – your journey with us starts now! Please forward to receiving your CV and cover letter to Recruitment@partridgebmw.co.uk