• Understand and adhere to Service Core Process as set by the Brand and Company
• To carry out a robust job preparation process; focussing on the detail to ensure all customer vehicle issues and information are captured and followed up
• Inform customer of outstanding recall campaigns and arrange for work to be completed
• Clarify for the customer and workshop the basis for the repair – Retail / Fleet / Warranty
• Check the account detail and level of credit left, obtain authorisation and obtain order numbers from customers.
• To promote additional workshop services/repairs where applicable
• Deal with customer needs over the phone and face-to-face with a professional and friendly approach.
• Carry out daily update calls to customers on vehicle progress in the workshop
• Follow up all ‘No Show’ bookings
• Work in Progress (WIP) control for the dept
• Updating VOR’s on Manufacturer platforms on a daily basis
• Gaining authorisation for work required – either from the customer or via customer approval platforms
• To cost the work completed and raise invoices
• Carry out post workshop visit calls to ensure customers are happy with the experience and service provided
• Accept and process all walk-in bookings
• Provide customers with timely updates of vehicle progression through the workshop, monitor expected completion times and advising of any unexpected delays
• To maintain vehicle history and service records in an accurate, efficient and timely manner in line with customer requirements and operator licence standards
• To maintain invoice filing in an accurate, timely and efficient manner
• To ensure parts are ordered/requisitioned once relevant authority is received
• To ensure customer reception area is maintained to a high professional standard at all times
• To order/ arrange sub-contract work
• Build rapport with all staff and customers
• To ensure up to date knowledge and training on all franchise requirements
• To undertake such other tasks as may reasonably be required
• To enhance the image and reputation of the company whilst supporting its commercial interests
• To comply with good health and safety practice, all statutory requirements, company policies and standard procedures