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Responsible for ensuring all administrative workshop tasks are completed to a high standard while supporting the Service Team and providing customers with the best possible experience; resulting in an efficient workshop.
This is a full-time role and in addition is part of the *On Call rota.
* Point of contact for the Service Department for customers, technicians, and administration.
* Scheduling jobs for technicians and apprentices, carrying out pre- and follow-up calls, and making proactive calls to upsell repairs and update customers where required.
* Chase up quotes and estimates, checking they’re generated and sent to the customer for prior approval.
* Finalising/processing invoices on completion of work required and dealing with queries.
* Assisting the Service Manager with invoicing and ensuring all possible WIP is under 30 days.
* Ensuring all service processes, policies, and warranty guidelines are followed.
* Collating and inputting technician and apprentice hours daily.
* Managing Customer Service Agreements.
* Reviewing workshop performances and workflow with the Service Manager.
* Ensuring technician job stories are accurate and reflect the correct hours and parts.
* Monitoring the Expert Alerts Dashboard and actioning in a timely manner.
* Supporting technicians with IT, Expenses, Job Stories, and booking van MOTs and services.
* Assisting the Rayleigh depot with service administration.
* Providing out-of-hours telephone support on a rota basis as part of the *On Call Rota.
* Helping with the general running of the Dunmow depot.
* On Call Arrangements:
Summer rota - e.g., 1 in 3 weeks on call out of hours from Monday – Sunday on the phone, including answering calls from customers and liaising with technicians regarding call outs.
Winter rota - e.g., 1 in 8 weeks on call out of hours from Monday – Sunday on the phone, including answering calls from customers and liaising with technicians regarding call outs.
Skills & Qualifications:
* Able to communicate effectively with customers both verbally and in writing.
* Able to communicate and work with a remote team as well as those in the depot.
* Well organised, methodical, and able to remain calm under pressure.
* Previous experience of working in/running a workshop or some technical knowledge would be an advantage but is not essential as training will be given.
* Previous scheduling skills would also be an advantage but not essential as training will be given.
* Good time management and attention to detail.
* A passion for driving efficiency.
* A good level of IT literacy and a competent user of Microsoft-based applications (Excel, Word) and a willingness to learn in-house systems including Gold, Scheduler, and CRM (training will be given).
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