Business Support Analyst & Customer Relations

• MSL Motor Group requires multiple Business Support Analyst & Customer Relations roles for their premises at Pottery Road, Dun Laoghaire A96 XF25.
• The salary range starts from €36,605 (18.05/hr) to €54,000 (26.63/hr) based on a 40-hour week.
• Salary will increase proportionately if additional hours are required.
• Salary offered shall be based on relevant experience and qualifications.

Job Description - Business Support & Operational Analysis

• Produce regular operational reports and performance dashboards for the Aftersales Management Team.
• Analyse customer contact volumes, enquiry trends and communication performance.
• Monitor departmental KPIs and identify emerging trends requiring management attention.
• Support business planning through data collection, reporting and analysis.
• Assist in identifying process improvements to enhance operational efficiency.
• Prepare management reports relating to customer activity, service demand and workflow performance.
• Support management with business projects and continuous improvement initiatives.

CRM & Data Management

• Maintain and monitor the integrity and accuracy of customer data across Keyloop and CRM systems.
• Identify incomplete, duplicated or inaccurate customer records and coordinate corrective actions.
• Support customer retention initiatives through effective CRM management.
• Assist with lead management and customer follow-up reporting.
• Ensure customer information is maintained in accordance with company standards and GDPR requirements.
• Generate customer data reports to support management decision-making.

Customer Experience & Business Insight

• Analyse recurring customer feedback and identify common themes and trends.
• Monitor customer satisfaction performance and support CSI and Five Star Rater improvement initiatives.
• Provide management with insight into customer behaviours and communication gaps.
• Support customer recovery activities through structured reporting and follow-up monitoring.
• Escalate recurring operational issues identified through customer interactions.
• Contribute to initiatives aimed at improving customer retention and loyalty.

Aftersales Operational Support

• Support the coordination of customer communication relating to workshop activity.
• Assist with recall campaigns and customer contact programmes.
• Support mobility coordination and customer update processes.
• Assist with workflow administration and operational documentation.
• Provide administrative support for departmental projects and operational initiatives.
• Support service advisors and management through effective communication coordination and business administratio

KEY REQUIREMENTS

• Required Qualifications - As part of the wider business support function, the role will also:
• Handle inbound customer enquiries professionally and efficiently.
• Support service booking enquiries and customer requests.
• Provide customers with updates regarding vehicle progress where appropriate.

Assist with customer