Caffyns
Location
Brighton, East Sussex | United Kingdom
Job description
We reserve the right to close any of our vacancies early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Ref: HV30-185
MAIN PURPOSE OF JOB:
To deal with customers at the front counter and over the telephone, recording their requirements as required in a professional & polite manner. Obtaining relevant information from the customer & transferring this information to a repair order for technicians to operate from. Maintaining customer satisfaction & communication at all times. Utilising labour hours available. Selling additional work and services available
The effective and timely administration of warranty claims ensure the correct process’s are adhered to inline with manufacture and Caffyns requirements.
Under current Financial Conduct Authority (FCA) Regulations for Selling Insurance, it is a requirement of this role for candidates to either provide certified proof of 'competency', or for those candidates without the relevant certification to receive training on commencement and pass the associated 'competency' assessment.
Service Manager
1.2) Relationships with:
All branch staff and customers
External inspectors and suppliers
To ensure all appointments and reservations made are added to the Caffyns Database.
To prepare and distribute reservation job cards and any relevant or applicable paperwork
Load work for the Service Department in accordance with procedure.
To answer any incoming telephone enquiries
To ensure daily targets set by Service Manager are met.
To ensure all daily/weekly/monthly targets for selling additional products and services are met.
To update the Caffyns database with changes to customer details and new service and MOT dates.
To capture customer email addresses and assist in increasing the customer database.
To provide an excellent level of customer service at all times.
To deal with customers’ requirements for servicing, repair and sub-contract work, in an efficient and courteous manner.
To ensure that sales and warranty work is carried out in line with branch policy
To ensure that customer requirements are accurately described and recorded on the ‘job card’ and that the customer has authorised all necessary work.
To make the customer aware of any defects and ensure that they sign the invoice that has them noted.
To note on the ‘job card’ any parts supplied by customers and also note them on the final invoice.
To keep customers informed of any delays and that the ‘job cards’ are costed daily.
Advise the customer on any future requirements for their vehicle.
To actively sell extra work found during servicing and repairs
Arrange for completion of an estimate for accident damage or any other repairs, subject to customer request, or in the event that the cost of the repair will exceed the value of the vehicle.
To attend manufacturers and company training courses and familiarise with office and IT equipment and procedure
To efficiently take customer telephone and personal bookings and to make a reservation for repairs
To follow up parts waiting fitment
To assist in planning drivers’ collection and delivery itinerary
To keep a tidy desk policy in line with other Service Advisors, and to keep the Reception area clean at all times.
To check ‘work in progress’ monitoring throughout the month
To book out and control ‘courtesy cars’ in line with the Company Procedure
Work as part of a team to maximise the customer bookings to achieve monthly departmental revenue targets
Contact all customers with outstanding deferred work aiming to make appointment and reservations
To carry out outbound calls for Retention Process aiming to make appointment and reservations
To ensure that all clerical procedures within the department are carried out in accordance with Company policies.
To ensure that the Company’s Health & Safety policies, procedures, records and notices are complied with at all times.
To ensure that the department’s computer equipment and storage areas are safe and properly maintained at all times.
To resolve any service complaints quickly and effectively by referring them to the relevant Service Manager as appropriate.
Ensure accurate submissions of warranty claims within the manufacturers timescale
Ensure that all warranty Claim Information is entered on UCS / Power as per company policy.
Advise on warranty adjustments to ensure balance of warranty account.
Maintain an accurate filing system of warranty claims for audit purposes.
Ensure all administrative functions within the warranty department are carried out in accordance with company policy.
Review warranty reporting systems with the Service Manager to identify improvements where possible.
Administer warranty policy in the best interests of the dealership, manufacturer and customer.
Keep accurate records of warranty submissions, credits, rejections and customer contributions towards goodwill claims.
Maintain relationships with other staff members, specialist repairers and manufacturers’ representatives.
Inform all relevant staff of forthcoming recall campaigns and changes in warranty/goodwill procedure.
Maintain knowledge on all warranty procedures and documentation.
Support other staff members on all warranty related matters.
Advise internal and external customers on all matters regarding manufacturer’s warranty.
To maintain good communications with all departments and staff
Maintain close relationships with the manufacturers, suppliers, statutory representatives and all other business related contacts.
To advise the General Manager and other managers on all related matters of importance.
Lunch cover for Receptionist is required.
This list of duties is not exhaustive and other tasks and responsibilities will be required of the post holder including any other duties commensurate with the post as requested by the Service Manager or General Manager.
All information relating to customers and the business is to be treated confidentially in line with Company policy and procedures.
Caffyns has an obligation under the Health and Safety at Work Act 1974 to provide safe and healthy working conditions. All employees are required to co-operate with management in discharging this responsibility and must take responsible care for the health and safety of themselves and others.
All employees must read and adhere to the relevant sections of the Caffyns Health & Safety procedure.
Other terms and conditions are as reflected in the contract of employment and company policies and procedures, as amended from time to time and as governed by statute.
(A job description is a written statement of essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved).
Iain Wallace
February 2024
Job tags
Salary
