MAIN PURPOSE OF ROLE:
To act as the first point of contact for customers, ensuring a seamless experience from booking to vehicle collection. To manage all administrative aspects of the repair process, including courtesy car coordination, invoicing, and customer updates. To handle customer enquiries professionally, maintain high service standards while adhering to GDPR and company policies.
MAIN TASKS
Customer Service & Bookings:
* Greet customers in person and over the phone, handling all enquiries professionally and efficiently.
* Book customer vehicles for repair, providing accurate estimates of repair timelines.
* Explain the repair process to customers, ensuring they understand any excess payments, insurance procedures, and estimated completion times.
* Update customers on the progress of their vehicle repairs, addressing any concerns promptly.
* Manage complaints effectively, escalating issues to the appropriate person if necessary.
Administration & Compliance:
* Remove the job card from the job pack upon arrival on site and promptly hand it to the VDA or Bodyshop Manager responsible for notifying the workshop that the vehicle is on-site and ready to begin.
* Maintain a well-organised filing system for job cards, invoices, and associated paperwork.
* Process payments securely and in line with financial policies, including the collection of excess payments for insurance claims. If the secure payment line appears to be faulty, escalate the issue immediately and do not process the payment over the phone. In such cases, seek support from another site to complete the transaction safely.
* Liaise with insurance companies and accident management companies to process claims efficiently.
* Following any communication, notes should be made to update the necessary management systems to ensure a clear audit trail.
Courtesy Car Management:
* Arrange and manage courtesy car bookings, ensuring vehicles are available and well-maintained.
* Ensure that all necessary paperwork is completed before issuing a courtesy car.
* Report any damage or issues to management if applicable.
* Ensure that external insurance cover is in place for any cases where the customer's own policy does not transfer to the courtesy car (third-party customers/ retail/ warranty, or employees using a courtesy car for college, etc).
General Reception Duties:
* Maintain a clean, organised, and professional reception area.
* Provide hospitality to customers if they come onto the site.
* Receive and distribute incoming mail, emails, and deliveries.
* Assist with other administrative tasks as required by the Bodyshop Manager.
* Maintain a high standard of written and verbal communication, ensuring all correspondence is professionally presented, grammatically accurate, and aligned with company tone and standards.
About You:
* The ideal candidate will have a view to be trained as a Vehicle Damage Assessor, and training will be provided.
* Experience using Audatex is essential, but further training will be provided.
* Parts experience would be desirable.
OTHER DUTIES
Due to the size and complexity of the establishment, you will undertake any other reasonable tasks or duties that are deemed to be within your capability, as directed by a senior manager of the group with whom you have a reporting relationship.
PAY AND BENEFITS:
Up to £36,000 OTE - includes site bonus and is dependent on experience and qualifications.
Hours are 8am - 5pm Monday – Friday, 30-minute lunch break
VDA, Vehicle Damage Assessor, Vehicle Estimator, Vehicle Inspector
Job Type: Full-time
Pay: Up to £30,000.00 per year
Additional pay:
* Bonus scheme
* Performance bonus