Brian Currie Volkswagen Van Centre - OTE £42k - 1 in 3 Saturday Mornings 8:30am - 12:30pm

Key Tasks

Objective: Maximise service profitability through the use of professional sales techniques

• Qualify customer needs and recommend appropriate products and services.
• Sell additional products, services and repair works in a professional manner.
• Maintain an up to date knowledge of all relevant service products and services.
• Maintain and develop the skills necessary to fulfil the role effectively by attending courses identified in your Personal Development Plan (PDP).

Objective: Maximise customer awareness of all available Van Centre services

• Ensure customer awareness of all products and services available.
• Approach all customers and assist with requests, including requests regarding parts, vehicle sales and repair.
• Maintain effective liaison with sales, parts and workshop teams to ensure own awareness of the services they are offering to customers.

Objective: Ensure highest level of customer care and satisfaction at all times

• Maintain a presence at the service reception desk, ensuring that all customer queries (whether in person or on the telephone) are answered or dealt with immediately.
• Ensure the tidiness of the reception desk to promote the professional image of the Van Centre facility and that all displays/promotions, prices, materials etc are current and in first class condition.
• Explain the work to be carried out on customers’ vehicles ensuring the customer’s full understanding and confirming their authorisation.
• Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed.
• Answer customer’s questions regarding technical problems in a manner that is easily understood and does not use excessive jargon, or find the appropriate member of staff to do so.
• Manage the receipt of customer vehicles for servicing and repair, and the handover and administration of Customer Service Vehicles in a professional manner and efficient manner.
• Notify customers promptly of completion of work.
• Manage the receipt of Customer Service Vehicles, and the handover and administration of customers’ vehicles in a professional and efficient manner.
• Handle dissatisfied customers calmly and ensure that all customer complaints are brought to the attention of the Service/Aftersales Manager.

Objective: Maintain excellent standards of departmental administration

• Initiate job documentation and maintain customer records and follow-up systems.
• Follow correct procedure when issuing loan cars to customers, ensuring all paperwork is completed correctly and copies of customer’s driving licence are obtained (when applicable).
• Document all warranty work as per Volkswagen Commercial Vehicle requirements and retail policy and ensure the customer signs for all work undertaken.
• Accurately maintain departmental systems.

Objective: Help Van Centre to achieve industry-leading standards of process efficiency

• Ensure that Volkswagen Commercial Vehicles service standards and processes are adhered to.
• Calculate workshop capacity and ensure that all relevant details are entered onto the workshop loading system.
• Calculate accurate charges for all parts, labour and service repairs and provide customer estimates according to company policy on schedules, time and pricing.
• Promptly prepare and present invoices following completion of work, ensuring all work has been carried out as detailed and charged for and obtain payment in line with company procedures.
• Receive and register payments for work carried out and ensure that the correct company procedures are adopted for verification of payment, handling, transferring and depositing cash for the service department (if applicable).
• Ensure compliance to all health and safety/environmental/company policies.
• Undertake other tasks and responsibilities as requested by the front-of-house Service/Aftersales Manager.

Other Tasks

• ·Any other reasonable duties appropriate for the level of the job, as required by the business.

Person Specification

Key Competencies

Communication

Communicates clearly and concisely, both orally and in writing, with customers, colleagues and suppliers of all levels. Actively listens to others views and requests. Obtains information and checks level of understanding through effective questioning techniques. Makes effective use of body language to support their verbal communication.

Customer Focus

Able to interact with customers in a professional manner. Identifies and understands customer requirements, and how these can be met through the products and services that are offered through the Van Centre. Able to translate this into actions in order to deliver high levels of customer satisfaction.

Analytical Ability

Gathers and records verbal and numerical data in a comprehensive and effective manner. Analyses information for completeness and accuracy. Identifies key data, omissions and issues, escalating where necessary.

Effecting Control

Approaches tasks and interactions with others in a systematic and structured manner. Supports the implementation and maintenance of proper controls and processes within the department or function. Uses systems efficiently and in accordance with policy. Takes appropriate action where there have been lapses in processes and escalates where necessary.

Relationship Building

Develops productive and cooperative relationships with customers and colleagues, through the use of rapport building techniques, empathy and effective interpersonal skills. Approaches sensitive situations with consideration for others and works to achieve constructive outcomes.

Influencing and Negotiating

Able to influence others to accept or agree to their viewpoint or a proposed course of action through the use of convincing and reasonable arguments, supported by the effective use of the key features and unique selling points of relevant products and services. Negotiates fairly and effectively, supporting their position with well reasoned arguments. Develops an approach designed to achieve win-win situations for customers, colleagues, the Van Centre and Brand.

Commercial Awareness

Develops and maintains a level of knowledge on the motor industry and the products and services that are offered through the Van Centre appropriate to their role.

Brand Alignment

Aligned to the Commercial Vehicles brand values and demonstrates these in their behaviours and approach to people and tasks. Displays honesty and integrity in everything they do.

Recruitment Criteria

Personal Qualities

· Empathy and tolerance

· Ethical behaviour

· Responsibility

· Open-mindedness

· Self-confidence

· Customer-orientation

· Professional appearance

· Team player

· Communication skills

· Proactive approach

Education

· Minimum GCSE in Maths and English

Experience

• Main Dealer Experience essential
• Previous technical/service experience
• Computer skills, including experience of operating word processing and database packages, email and internet
• Proven track record in delivering excellent customer service desirable