Main Responsibilities

Customer Experience

The management of the customer experience to maintain a positive image and maximise satisfaction levels.
To understand and interpret individual customer needs to achieve a solution that the workshop can achieve, considering the availability of resources and profitability targets.

Performance measure

Customer Viewpoint 3-12 months and 24 month reports.
Internal customer complaint procedure.
Mystery shop results.
Review of communication at weekly team meetings.

Quality

The achievement of right first time on time and pricing commitments made to customers through qualification of needs and pro- active management during the repair process.

Performance Measure

Customer Viewpoint 3-12 months and 24 month reports.
Internal customer complaint procedure.
Repeat repair reports.


Maintenance of Customer Database

To maximise customer loyalty and retention, by ensuring that the customer database information receives constant update in line with the data protection act.


Performance Measure

Database Input Activity.
Up to date weekly contact sheets.
Customer Viewpoint 3-12 month and 24 month reports.

Revenue Generation

The achievement of sold hour targets through:
Managing customer bookings to meet resource levels.
Taking advantage of upsell opportunities on each customer visit.
Application of promotional activities.
Creation of an advanced order book of customer appointments.

Performance Measure

Booking and sales levels.
Parts ordering process.
Pre booking records.
VHC.
Invoice and Cash Control

The prompt payment of all invoices by ensuring the details are accurate, authorities obtained and invoiced on the day work is completed by following procedures regarding payments.

Performance Measure

Measured by work in progress, defined as work remaining in the workshop, uncompleted, weekly and at month end.
Cash posting reconciliation sheet.

Health and Safety

To ensure the safe working environment for all employees by complying with the statutory legislation and government health and safety policy.

To report immediately any non-conformance to the appropriate senior position.

DIRECT RELATIONSHIPS

Internal

Reporting to the Service Supervisor, liasing on a daily basis with Workshop Control, Service Administration, Drivers, Sales Administration, Parts and Accounts department personnel.

External

Manufacturer representatives in response to manufacturer requests

LIMITS OF AUTHORITY

For resolution of customer complaints, up to Self-authority according to the guidelines set down in the Customer Goodwill Policy.
To be agreed with the Service Manager.