Outline of the role
Carrying out service, diagnosis, and repair of our prestigious vehicles. Develop and maintain long term relationships with customers and our team alike. To provide expert knowledge, advice and support to customers. Professionally represent the Citygate brands and embrace our values in everything you do.
Key Responsibilities
In the workshop
• Carry out routine maintenance, diagnosis and repair of the Volkswagen Commercial Vehicle Products and other brands
• Work in a driven, enthusiastic and efficient manner
• Accurately identify worn components and report on your findings along with positive feedback of vehicle condition via video media and digital health check formats using your expert knowledge
• Identify and make the most of all upsell opportunities thereby growing overall sales figures
• Maintain a clean, tidy and efficient working environment
• Utilise all product promotions effectively to achieve specific targets set
• Maintain own knowledge levels on new or updated technical product information through the completion of appropriate training courses and reading information from bulletins, catalogues, HUB updates, special offers, recalls etc
Customer
• Ensure you always provide a high level of customer service
• Be aware and always aim to improve the Customer Satisfaction scoring for our Centre
• Always maintain a professional and smart appearance, and conduct business with the highest level of integrity and professionalism
• Provide a high level of service to customers - through understanding their requirements,
responding to requests and providing expert advice
• Resolve any customer concerns or complaints professionally, seeking additional support where necessary
• Protect customer vehicles and belongings also store displaced parts safely and systematically
• Maintain accurate vehicle maintenance records and adhere to the Data Protection Act when handling this data
Communication
• Assist, liaise with and support the team to ensure good working relationships and delivery of excellent customer service
• Provide timely communication to the front of house team and workshop control
• Create engaging, informative and factual video and media content to be sent to customers regarding the condition of their vehicle
• Feedback customer comments to the Aftersales Manager to continually improve customer experience
Systems and Processes
• Ensure the proper and accurate use of all systems
• Complete all required test plans and diagnostic protocols completely on ODIS diagnostic equipment
• Complete all required documentation accurately and promptly and attach images where necessary to vehicle records
• Ensure compliance with business standards and processes, financial, legal and ethical guidelines (including Warranty)
Experience and Knowledge