To manage a team of service advisors and to work closely with the Customer Service team to achieve quality and customer care objectives.
To deal with customer requirements for service and repair in an efficient and courteous manner maintaining the highest standards of Customer Service.
To manage and support a team of service advisors
To support the service reception team with progress information for customer vehicles
To receive customer bookings and plan customer arrival times.
Greet all customers at reception and agree on customer’s service and repair requirements including:
To establish customers onward travel arrangements and offer Service Loan Car facility, courtesy transport or collection and delivery facilities.
Ensure customers are aware that insurance is in force for all loan vehicles and ensure accurate completion of loan vehicle agreement including customer signature.
Load the workshop accurately using Computerised or Manual systems and ensure Parts Department is aware or customers’ requirements.
Take responsibility for customer vehicles, keys and workshop parking.
Monitor progress in workshop to ensure promised delivery times are achieved.
Notify and obtain customer approval for any additional work required.
Present completed vehicle to customer personally, advising of future service or repair priorities and ensuring customer satisfaction with work carried out.
Present invoices for payment providing explanation of charges and warranty or goodwill procedures where required. To be aware to the legal implications involving the service and repair of vehicles and payment thereof.
To carry out customer follow up and prospecting activities co-ordinated with the Technical Service Manager to maintain and build the volume of work within the Workshop.
To ensure effective cover for Service Reception.
Provide a high level of hospitality to customers.
Ensure a high standard of housekeeping at and around the workstation.
Maintain Customer Record Files and Repair Order Register on a daily basis to ensure accurate analysis of Service Department activity.
Maintain customer contact system, including:
c) Follow up of customers not seen for long periods to demonstrate continued interest in their requirements.
To manage the current workshop loading system to maximise both workshop throughputs and technicians utilisation
Maintain the quality focus of the workshop and the first time fix rate.
To assist the Technical Service manager to achieve workshop targets.
To maximise the opportunity and minimise the levels of invoice queries
To undertake performance reviews and identify training needs of your team
To keep up to date with technical information and to communicate relevant information to the team
To continually work to improve customer care standards
To monitor and manage work in progress
To attend meetings and training sessions
Maintaining a good level of general housekeeping standards.
Showing the latest posters, leaflets, displays etc.
Maintaining reference material handbooks, brochures, accessory manual close to Reception for customer enquiries.
Maintain and improve personal Product and Technical knowledge through information bulletins, magazines and attending training provided by manufacturers and in-house training courses as agreed with the Reception Manager.
Maintain up to date knowledge of Service Procedures to ensure any claims are processed fairly and as quickly as possible.
To support and promote the philosophy of VQM.
To carry out any other reasonable duties as directed to ensure the efficient and smooth running of the Service Reception area.
To maintain a smart, professional and presentable image of oneself and to promote a positive Company image at all times
To comply with all the Quality Standards agreed within the dealership including the VQM and to have personal responsibilities for the application of the dealership's Policy and Procedure.
To achieve agreed financial and operational performance objectives
To professionally manage the team of Technicians assigned, providing leadership, and promoting an environment in which high productivity is encouraged and achieved
To achieve continual improvement in the standard of customer care and to attain customer service levels in keeping with agreed standards
To ensure compliance with Health and Safety policy
To comply with company and manufacturer procedures
To promote good departmental and inter-departmental team spirit
To report any serious problems or concerns without delay