Job Description

Brook Street currently has the pleasure to be supporting a global organisation who are looking for a Service Customer Service Supervisor to work at successful Hayes site.

Main Tasks / Responsibilities / Authorities:

• To oversee the service department cash sale process through to payment.
• To attend meetings with key account holders - with or without DPM.
• To oversee the service department purchase orders process through to invoicing to the customer.
• Manage depot query log to ensure queries are answered within 3 days and liaise with DPM as appropriate to resolution.
• To oversee the process of Parts Operator Claims and Special Consideration Claims.
• To authorise Service Dept credit notes and carry out month end reconciliation.
• Supervise team of CSR's & CSR-Invoicer as required to ensure all KPI's and timescales are met within responsibilities of these roles.
• To ensure PBP's and development plans are completed for Team in accordance with Volvo Policy.
• To manage absence of Team completing return to work discussions and arranging cover where necessary for periods of holiday and sickness.
• To oversee the process of inputing all clock cards and produce wages information on spreadsheets for Dealerpoint Manager to check and forward to Wages Dept.
• To be the key customer contact and single point of reference for the Dealerpoint.
• Create, maintain and communicate the VOSP service plan to customers.
• Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects.
• Load workshop schedule to maximise capacity utilisation.
• Maintain customer contact information in workshop planner and CM.
• Ensure all resources are available in advance of scheduled work (labour and parts.)
• Ensure all MOT appointments are planned and communicated to customers and VOSA.
• Proactively up-sell products and services to the customer.
• Greet all customers on arrival at the Dealerpoint in a professional and friendly manner.
• Clarify for the customer and the workshop the basis for the repair - Retail/ Warranty/ Contract.
• Ensure that all proposed work is correctly specified based on standard IMPACT content and converted to GDS quotes.
• Gain formal (written) customer authorisation for quoted work (Retail/ VCM.)
• Agree timescales for unscheduled work with customers and follow through to completion.
• Ensure that all authorised work is properly codified on the repair order prior to handover to the workshop.
• Manage bookings for courtesy cars.
• Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation of all incremental work.
• Gain customer agreement through selling the benefits of identified repair solutions in a professional manner.
• Review quality of job documentation and highlight issues / deficiencies to Workshop Controller for follow up.
• Produce and explain invoice to customer at point of vehicle collection, resolve any queries or objections on a timely basis.
• Follow up after service / repair visit to check customer satisfaction as per WPP process.
• Produce W.I.P. reports as required.
• Promote the benefit & features of Volvo service point on-line.
• To develop the Dealerpoint labour and parts sales by proactively promoting the services and products available through effective customer relationships.
• To carry our any depot administration tasks consistent with your role as assigned by the Dealerpoint Manager.
• Take personal responsibility to ensure customer reception area is maintained to a professional standard.
• An appreciation of our customers, the environment in which they operate and the direct impact we can have on their business.
• The Volvo Total Offer Wheel and the products contained within it
• An in depth understanding of the service & repair documentation standards.
• Work in accordance with Volvo Group UK standards of health, safety, quality and environmental care.
• Any other duties that may be reasonably requested by your manager.

Key Skills / Competencies:

• To be able to work in an organised & methodical manner in a fast moving environment, ensuring that all daily tasks are completed.
• To be able to effectively communicate to customers and colleagues both oral and written.
• To have questioning, listening & information gathering skills.
• To be able to modify your approach in specific circumstances to ensure a positive outcome.
• To be able to identify customers' needs & propose appropriate solutions.
• Negotiation skills - gain agreement on proposed course of action (Win/Win).
• Effective selling techniques.
• To be able to operate VOSP, GDS, Workshop Planner and Impact systems, specific to the WPP process stages.
• Friendly and helpful nature with the desire to deliver excellent customer service.
• To always conduct yourself in a professional manner.
• Attention to detail.
• To be able to remain calm and patient in a dynamic business environment.
• A proactive approach which ensures that customer's expectations are met and exceeded.
• Flexible and positive approach to changing circumstances and changing priorities.
• Team oriented.
• To be able to manage own workload whilst ensuring direct reports meet departmental KPI's and responsibilities.
• People Management

Required knowledge & experience: Education / Professional Qualifications required for the position:

• Experience in leading people.
• Min of 2years experience in customer facing role.
• Competent in sales techniques

Call Mike Penfold on 01483 726167 for more information.