James Howitt Email and Phone Number

In my role, I manage difficult conversations on a daily basis and effectively handle risk management, particularly concerning hire car costs. My goal is to navigate challenges with poise and professionalism, ensuring both customer satisfaction and business efficiency.Managing the Vega hire car portal for Sytner Leicester site on behalf of service, sales and body shop since its introduction in 2019. Best in group for hire car costs.

Managing the Vega hire car portal for Sytner Leicester site on behalf of service, sales and body shop since its introduction in 2019. Sytner Leicester, the largest BMW aftersales retailer in the UK has been consistently below average for hire car charges. And for the first 6 months of 2023, no hire car charges incurred for the site.Regularly liaise with BMW Allianz Retailer Line to organise hire cars for parts supply issues and detailed repairs requiring technical assistance from BMW. Liaise with retailer line and the hire car providers; Enterprise and LCH to ensure hire car provision in a timely fashion, to ensure cars are suitable and to communicate when customers plan to go out of the country on holiday or require a vehicle re-delivery.Provide help and guidance to the New and Used Car Sales management team through management of customers who have recently purchased a vehicle and have experienced an issue/concern. Accurately understanding the issue, delivering timely updates, seeking opportunities to utilise BMW’s good will offering where possible.Often negotiating and working through solutions to emotive issues and concerns with customers.Constantly seeking opportunities to delight the customer throughout the customer journey.Regularly liaise with BMW Customer Service Managers to discuss individual cases, seek good will gestures towards repairs, expenses, financial suppression, and individual travel requirements.Manage VIP customers and repeat visits.Recently experimented with a new supervisory role (5 months). Responsible for coaching and mentoring half the advisor team to encourage department profitability and promote positive customer satisfaction scores. Nominated a number of times and Won Sytner’s Got Talent, a best advice telephone call competition featuring all BMW retailers within the Sytner Group, awarded a £500 prize.Won a quarterly tyre incentive prize. Selling the most tyres whilst retaining above 10% profit.

Role and responsibilities include;Managing and exceeding customer's expectations. Managing ten to twenty customers daily, ensuring their experience at Leicester Volkswagen is a positive one. Relaying to the customer the condition of their car and up-selling work that is required.Selling service plans to ensure company retention. Competent in using Kerridge, E-dynamics, 1 link, VMS, Elsa and Desktop.Nominated as the dealerships Brand Maker. Through tyre sales, gained the opportunity of visiting Greece for the Launch of the new Volkswagen Passat.Attended a 'Profit Box' training course providing tools to create raving customers who will voluntarily promote the company In a positive light. Discussed objection handling and how to better phrase upsel items to increase percentage of identified work to percentage of work completed. Successfully gained accreditation as a Volkswagen service advisor, completing all required courses and practical examination. Consistently towards the top for total invoice amount, positive customer feedback questionnaires and service plans sold.

Role and responsibilities included;Accountable for the smooth and efficient running of the kitchen, club room and function facility.Recruited new team members throughout the department possessing the correct behaviors for the company.Accountable for significant income and labour margin targets. Accountable for weekly bar and food stock take. Completed regular one to one meetings and performance reviews with direct reports. Inspired team to give their personal best and provided challenge through SMART goals and targets.Ensured daily compliance with brand standards and health and safety requirements.Responsible for actioning recent member survey results, implemented a new table check back procedure and new kitchen culture.Implemented initiatives to promote member penetration rate and transaction spend per member.Organised and delivered successful events and live music nights at the club.

Role and responsibilities included;Enhanced member experience through promotion of brand standards, actioning member feedback and member survey results. Created the Senior Management rota ensuring the appropriate level of cover.Developed and instilled team engagement in all areas of the Operations Team.Completed regular one to ones and six monthly performance reviews with direct reports.Contributed to monthly profit and loss, ensured Reception Income targets were met along with the control of cost lines. Monitored utility expenditure, Implemented saving initiatives. Managed planned preventative maintenance, general repairs and projects through the Maintenance Technician. Liaised with suppliers, sourcing quotes and submitting central capex expenditure.Ensured the club complied with 6 monthly health & Safety audits and created a good working relationship with Local Environmental Health.

Role and responsibilities included;Accountable for club health and safety, ongoing training and ensured compliance with six monthly internal audits.Inspired and lead the Lifeguard team to be, member focused, adhere to ways of working and health & safety. Reviewed the cleanliness of the club on a weekly basis, producing a weekly performance review. Responsible for ordering cleaning consumables and adhering to budgets.

Attracted and maintained a client base, progressing clients to their desired goals. Provided a personalised, quality service for each individual.

4 years 100% attendance, developed customer service skills, and trained new starters. Enjoyed the practical, fast paced nature of the role.