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Service Delivery Supervisor

  • Location:

    Hayes, Middlesex

  • Sector:

    Customer Service

  • Job type:

    Permanent

  • Salary:

    £30000 - £35000 per annum

  • Contact:

    Michael

  • Contact email:

    michael.penfold@brookstreet.co.uk

  • Job ref:

    STN/365127_1550748647

  • Published:

    5 months ago

  • Expiry date:

    23/03/2019

  • Startdate:

    21/02/19

Job Description

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

To be successful in this role you will need to have come from a similar background (Autmotive, Industrial or Commercial)

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.

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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