Customer Service Supervisor
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Location:
Hayes
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Sector:
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Job type:
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Salary:
£30000 - £35000 per annum
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Contact:
Michael
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Contact email:
michael.penfold@brookstreet.co.uk
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Job ref:
STN/365126_1550747812
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Published:
about 5 years ago
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Expiry date:
23/03/2019
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Startdate:
20/02/19
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 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.
- 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.
- An in depth understanding of the service & repair documentation standards.
- 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.
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