Aftersales Outbound Customer Specialist

We are currently recruiting a proactive and organised Aftersales Outbound Customer Specialist to join our successful team in Norwich.

In this key role, you will be responsible for managing both inbound inquiries and outbound campaigns across our specialist machinery and commercial equipment divisions. You will work closely with our regional service departments to forward-plan and schedule maintenance, servicing, and specialist inspection programmes in line with departmental capacity and lead times.

Key Responsibilities

• Forward Booking & Workshop Scheduling: Coordinate and forward-schedule multi-brand service work, allocated time allowances, and workshop bookings across our regional branches.
• Seasonal Campaigns: Proactively engage existing clients to schedule seasonal preventative maintenance programmes and comprehensive winter inspections.
• Safety & Compliance Inspections: Contact clients to forward-book essential regulatory safety tests, machinery examinations, and compliance certifications.
• Proactive Outreach: Conduct outbound follow-ups for vehicle/machinery health assessments, and recommended remedial work.
• Customer Care & Database Integrity: Maintain accurate client and asset records across our internal scheduling systems, ensuring regular database cleansing and timely communication.
• Commercial Growth: Deliver exceptional customer service at all times, identifying client needs and maximising revenue opportunities through service and maintenance programmes.

What We Are Looking For

• Proven Customer Service & Contact Centre Experience: Demonstrable track record in handling inbound and outbound calls in a structured, target-driven contact centre or service booking environment.
• Strong Scheduling & Organisational Skills: Ability to navigate complex scheduling systems, allocate correct job time allowances, and balance workshop capacity across multiple branch locations.
• Customer Engagement & Commercial Acumen: Confident telephone manner with the ability to identify maintenance needs, explain service packages clearly, handle queries, and promote value-added inspection services.
• Communication & Relationship Building: Excellent verbal and written communication skills, with the ability to build rapport quickly with commercial, fleet, and private clients.
• Resilience & Drive: A motivated, tenacious team player who thrives on meeting individual and team KPIs, including call volume, booking conversion, data accuracy, and customer satisfaction.
• Adaptability: Comfortable working across multiple database systems and managing shifting priorities with a positive, solutions-focused mindset.

Why Work For Us?

Thurlow Nunn is part of the Thurlow Nunn Group, a family-owned and managed, people-driven business which has been established for over 150 years. The Thurlow Nunn Group has a team of over 600 employees, within the automotive and agricultural industries, across 20 sites throughout Norfolk, Suffolk, Cambridgeshire, Buckinghamshire, Northamptonshire and Bedfordshire.

Whether your passion is sales, aftersales, customer service or another area, what's really important for us is that you are able to represent the family values of: Professional, Trust, Respect, Caring and Together, every day.

If you take great pride in delivering exceptional customer service and would love to be a member of a dedicated, friendly team, then Thurlow Nunn would be a great place to work.

£31,000 OTE, with top performers earning circa £34,000.

Hours

Monday to Friday, 8.00am to 5.00pm

• 31 days annual leave (including bank holidays)
• Pension scheme
• Life assurance
• Free RAC breakdown cover
• Cycle to work purchase scheme
• Preferential parts, service and labour rates
• Discounts on new and used vehicles
• Aftersales discounts
• Access to health and wellbeing support services
• Free refreshments
• Employee discount platform
• Recruitment Referral Incentive Scheme
• Employee Assistance Programme (EAP)

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