16 hours a week
Job Title: Training and Support Co-ordinator (Warranty) 12 month contract
Objective of the Role
To establish and develop relationships, deliver training and support within our automotive client's dealer networks. To provide account and project support to the Client Account Manager to ensure delivery of customer centric and value adding services for our clients and their dealer networks.
Warranty is a key element of our client's "approved used" car programme and this role will help deliver product and system knowledge to their dealer networks in order that they can discuss the warranty with their customers, register the warranty on our system and make claims against it.
Scope of the Role
Delivery of remote training to dealer networks, to encompass: product knowledge training, system training (e.g. how to register warranties, how to process claims) and wider "Approved Used" car programme training to support our manufacturer clients. WebEx will predominately be used to deliver the training but one to one telephone support sessions will also occur.
Effective management of the process is required - for example, sending of training invitations, scheduling training sessions and measurement of training feedback. The role will encompass on-going development of the training content to ensure it meets the needs of dealers and our clients.
Account support is also required to encompass data analysis, validation of management information prior to it being sent to clients, report compilation plus other activities allocated by the Account Manager.
Sixteen hours a week flexible to the make-up of these hours. However, due to the nature of this role hours may vary in line with the needs of the business.
Communication / training skills
To be an excellent Warranty Training & Support Co-ordinator, you need to communicate with our clients and their dealer networks. The ability to deliver sometimes complex warranty information in a clear, concise manner is imperative. Training needs to be delivered in a positive and friendly manner which is key to build rapport with dealership staff.
It's your responsibility to ensure that you provide the support and coaching to enable the dealer network to grow and develop within their roles and to guide those who require additional support in using our administration and claims platform.
o Delivery of product and system training, engendering Retailer TCF compliance
o Advising dealers on any forthcoming product or system developments
o Explain and sell the benefits of our products by establishing contact and developing relationships with dealer networks
o Maintain relationships with dealer network by providing training and guidance on our range of products and their associated processes
o Ensure that any issues are highlighted to your Line Manager
Attention to detail
The report preparation and analysis of this role means you must have a keen eye for detail. This is imperative as some reports are sent to our clients.
Our service is one of our key differentiators from our competitors. You need to deliver great service in every aspect of your job. We need you to make sure that you are really committed to delivering exceptional service at every stakeholder touch-point.
" You need to feel empowered to do what is best for the stakeholder, whilst always within the terms and benefits of our policies and procedures. You need to be pro-active and always focus on what you can do, not what you can't do in any stakeholder interactions.
" You need to ensure that any advice provided is in adherence with existing and new regulations as defined by relevant regulatory bodies.
It's your responsibility to have a clear sense of the warranty market and how it affects the business.
" You will need to have a t