Location: Guernsey
Job Summary
The role is responsible for handling customer service and repair requirements in an efficient and professional manner, ensuring the highest standards of customer service are maintained. This includes managing the customer relationship throughout their visit, acting as the main point of contact, authorising additional work, arranging and collecting payment, and coordinating vehicle collection.
The position also involves organising the workshop loading to maximise efficiency and utilisation of capacity. Additionally, the role requires follow-up and prospecting activities to maintain and increase workshop business volumes, and to support the sale of accessories, parts, and new vehicles.
Key Responsibilities
Make customer bookings and plan arrival times in accordance with QMA Process 09.05PD.
Establish customers onward travel arrangements and offer Service Loan Car or courtesy transport following QMA Processes 09.11PD and 09.12PD.
Accurately load the workshop using the Reservation System, providing full details of faults, issues, customer requirements, and payment information.
Greet all customers promptly at Reception and confirm service or repair requirements.
Carry out road tests and physical inspections where necessary.
Deal with customers in a courteous, efficient, and professional manner.
Promote the sale of accessories and clothing where appropriate.
Complete Repair Orders and advise customers on estimated costs, delivery times, and payment methods.
Obtain customer signatures and mileage readings on job cards.
Stamp service books as required and record the cars location on the key tag.
Conduct vehicle condition checks and record any existing damage on the Repair Order.
Load the vehicle into the workshop tracking system.
Take responsibility for customer vehicles, keys, and parking during their time on site.
Monitor workshop progress to ensure agreed delivery times are met.
Use the tracking system to keep customers informed of progress and any delays.
Notify customers of any additional work required using the workshop additional work sheet.
Obtain customer authorisation for additional work and update completion times if necessary.
Check the quality of vehicle cleaning to ensure acceptable standards are met.
Personally present completed vehicles to customers, advising them of future service or repair needs and confirming satisfaction with the work carried out.
Present invoices and explain charges, warranty claims, or goodwill arrangements where applicable.
Take payment unless the customer holds an approved account.
Maintain accurate Customer Record Files and the Repair Order Register to support departmental reporting and analysis.
Carry out customer follow-up calls after service or repair to confirm satisfaction where appropriate.
Ensure a clean and well-maintained Service Reception area at all times.
Maintain up-to-date customer reference materials in Reception (e.g. brochures, manuals, guides).
Keep personal product and technical knowledge current through bulletins, publications, and training courses as agreed with the Service Manager.
Stay informed on current warranty and goodwill procedures to ensure efficient and fair claims processing.
Benefits
Competitive Salary
22 Days Annual Leave plus Public Holidays (increasing with service)
Pension Scheme
Refer a Friend Scheme
Employee Assistance Programme, offering unlimited access 24/7/365 to support for mental health, and advice including financial, relationship, and legal advice.
Discount scheme offering multiple online discounts at various stores, restaurants, and gyms.
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