Job Function:
Responsible for workshop administration, including scheduling jobs and monitoring their progress, keeping customers updated, and introducing/updating and maintaining processes. Monitoring standard KPI and performance reports. Oversees and distributes workload to technicians.
To work closely with the Service Manager to ensure a smooth running, efficient workshop delivering excellent customer service.
Location
We are currently building a new purpose-built outlet, with a 10-bay workshop, generous showroom space and offices, at Newnham, near Baldock in Hertfordshire SG7 5DP.
The outlet is due to be ready in 2026 but while construction continues, the successful candidate will work at the current Cromer outlet, near Stevenage, Hertfordshire SG2 7QA.
Essential Duties:
* Welcomes customers and listens carefully to their needs
* Distributes workload to the team according to engineer competencies
* Answers incoming calls, dealing with queries or directing to the relevant party
* Keeps customers informed of job timings, progress and any major increase in bill totals
* Keeps customers informed of site visit dates and times
* Makes post repair follow-up calls
* Actively gathers data about repairs prior to an engineer's visit and puts information on job cards
* Inputs job stories and checks all completed jobs to ensure they are complete and accurate for both parts and labour
* Processes both invoicing and credits for the workshop
* Ensures all warranty forms are with the Warranty Manager in the required time
* Responsible for Work In Progress ensuring current goals are met
* Work scheduling and issuing jobs to technicians based on skills and ability
* Ensures that service processes, policies and guidelines are followed and applied safely
* May assist the Service Manager in reviewing the workshop performance and to address any specific issues
* May assist the Service Manager to analyse profitability and labour utilisation to maintain an efficient and profitable workshop
* Participates in the out of hours on call rota
Skills & Qualifications:
* An engineering/customer focused background would be an advantage
* Ideally would have workshop experience and be used to dealing with technicians
* Excellent communication skills and able to adapt style as appropriate.
* Well organised and calm under pressure
* Confident, curious and keen to develop
* A good level of IT literacy and a competent user of Microsoft based applications
* Good time management
* Self-motivated
Company Benefits such as: Healthshield Cash Back Plan, Employee Assistance Program, Long Service Awards, Financial Wellbeing Meetings, Company Pension Scheme, paid holiday plus Bank Holidays..