Kelly Haslam, Service Desk Duty Manager, answers our Women in Business questions.
How long have you worked for Sytner BMW/MINI? August 2014.
How long have you been in your current role? I have been in my current role for 2 and a half years.
What is your favourite part about your current role? Every day I provide solutions to various challenges I am faced with, from both customers and colleagues. My greatest satisfaction is knowing that a customer leaves feeling confident and satisfied that they have received the best customer service.
What motivates you in the morning? I love an early morning routine which normally starts with a 6am class in the gym, this clears my mind and sets me up for the day. I enjoy an early morning coffee with my team where we have a general catch up on how they are feeling and this sets us up for the day ahead.
Three words to describe yourself? Driven, approachable and enthusiastic.
What is your greatest achievement? When I first started this role, we had no Service Manager or Aftersales Manager for approximately 15 months. During that time I had to learn a number of new processes and procedures quickly to continually deliver the results required by group. During this time we were also affected by the COVID pandemic as well as the closure of our closest retailer which resulted in an increased customer demand from the Mid and West Wales region. I feel that I was able to successfully navigate the department through these challenging periods and laid the foundations for the success of the retailer in 2021. In addition I was able to support my team members which has resulted in very low staff turnover.
What advice would you give to someone aspiring to be in your role? Approach every day with a willingness to listen and contribute. Build good relationships with all departments in the retailer. Deliver what you promise. Believe in yourself, work hard and never give up even when it seems tough.
How have you seen the Automotive industry landscape change and evolve to engage more women? There are a lot more women in the Aftersales team from when I first started, this brings an excellent dynamic to the team and the business, it’s also great to have a good mix of personalities as it brings lot to the table. Sytner promote within which encourages and empowers women to progress and apply for any positon with confidence that they will be taken seriously.
Top tip for how you organise your days? Prepare and plan. Every morning I have my to do list of any thing that I need to get completed that day, this may include 1-2-1’s, customer and supplier meetings and any other general admin work. Set yourself manageable micro goals and achieve them.
Top tip for working in the automotive industry? Be adaptable as you face many challenges. Know your product. Build and maintain your team, you want the best for the team and the business. Show appreciation and recognise your colleagues, let them know when they have done a great job. Be honest and always smile.