This Job reports to:
Bodyshop Manager, Assistant Manager, Workshop Controller
Who reports to this job:
Working with:
Painters, Panel Beaters, MET technicians Parts Advisor, Insurance engineers, Bodyshop estimator, cleaner/drivers, service and sales departments.
This job holder must be able to:
Ø Document the repairs conducted, the parts required and the labour involved along with accurate changes for each
Ø Explain the invoice of repairs and labour to a retail customer without the use of jargon
Ø Process the job card from the estimate
Ø Provide parts order to the parts department to facilitate the correct are ordered
Ø Provide advice and direction to the workshop team on specific jobs
Ø Book in Bodyshop work, overseeing the volumes and value of booked work on a weekly basis
Ø Accurately post payments on work orders when jobs are completed to create an invoice
Ø Consult with customer to discover their needs face to face and on the telephone
Ø Arrange courtesy vehicle for customers when required, complete courtesy car paperwork and book vehicle in with the rental department
Ø Update customers with progress of their vehicle
Ø Maintain a good relationship with customers by meeting and exceeding their expectations
Ø Deal with dissatisfied customer in a calm manner, resolving complaints with sensitivity and involve others when needed
Ø Answer customers questions regarding bodyshop related issues with their vehicle, explain warranties and repairs in a manner that is easily understood and does not use excessive technical jargon
Ø Check work orders to ensure that all actions have been documented according to retail facility policies and procedures and escalates issues if necessary
Ø Build a strong rapport and relationship with insurance companies and certain other businesses
Ø Ensure that all health and safety legislation and internal procedures
Ø Resolve queries with insurance companies relating to charges and raise credits if relevant
Ø Review and chase outstanding payments with both customers and insurance companies
Ø Participate fully in measurement and feedback processes, to complete and return personnel documentation on time and to embrace personal training and development opportunities
Ø Work to support other team members in the achievement of their objectives when asked to do so or required by their manager
Ø Take correct payment from the customer or gains customer signature for work completed to enable claim from insurers to be processed.
Ø carry out any administration tasks requested by a manager.
This job holder must have knowledge of:
Ø Automotive systems basic vehicle layout, function and location of parts).
Ø Automotive systems and repair procedures
Ø Manufacturer products and recent improvements through technical bulletins, training courses and technical magazine etc
Ø Manufacturer warranties and related procedures
Ø Insurance companies policies, procedures and contacts and requirements
Ø The manufacturer’s new and recent products
Ø In-house computer systems Windows, Audatex, EMACS, outlook, Internet, Escribe, ERWIN.
Ø General office equipment phone systems, copiers, fax machines)
Ø Procedures for ordering
Ø Relevant local, national and European legislation and laws pertaining to the automotive industry
Ø Raising job cards, invoicing procedures and credits
Ø Competitors repair price structures
The Harwoods Way
Harwoods Group is a values led, family owned automotive retail group that was founded in 1931. Our values are lived and breathed by all of our colleagues to enable industry leading customer experience and colleague engagement, as detailed below:
We Treasure our people and our customers
We challenge ourselves to grow & improve
We grab responsibility
We run in the same direction as one team
We inject energy and fun into our work
We are a top 30 automotive dealer group, as ranked by annual turnover on AM100, representing the following brand partners:
Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, INEOS, BYD, BMW & Mini (Service), MAN
We operate across 5 counties in the South East of England, namely:
Surrey, East Sussex, West Sussex, Wiltshire, Hampshire.
With a high colleague engagement score of 72%, Harwoods Group has a real differentiator with our industry leading people development programme, including:
recruitment and selection; onboarding; induction; probation; lets talk one to ones; Harwoods Academy; succession and development; colleague recognition
After continued growth, we now operate with circa 1,100 colleagues across circa 28 state of the art facilities.
We demand the best for our colleagues and our customers and look forward to your application at>
Skills for the job
LiteracyNumeracy