Booking Centre Team Leader
1. MAIN PURPOSE OF JOB To handle customer requirements for service and vehicle repairs in an efficient and courteous manner to ensure a high standard of customer satisfaction. To ensure customer requirements are fully understood and communicated in an effective manner to other members of the department. To record vehicle details and service histories accurately and effectively operate a customer follow-up system. Planning the optimum utilisation of workshop capacity in co-operation with the Service Manager and Workshop Controller Preston/Colne. Managing POLK data on a day to day basis, downloading and importing Service lists and 1rst/2nd/3rd phase contacts. Contacting customers to book in for service work and routine maintenance. Managing Visual Health Checks generated from the Service Department, contacting customers to follow up advisories and urgent work we have advised at the last visit. To manage a team of 2 Booking Coordinators ensuring that targets and deadlines are met. To conduct 1-1 and performance reviews with team members. To attend meetings as and when required. To attend Manager meetings and present booking centre results and performance.
2. OBJECTIVES AND KEY TASKS
To ensure the highest degree of efficiency and understanding of customer requirements and to deal with any customer complaints courteously, promptly and sympathetically. To provide customer estimates according to company policy on schedules, times and pricing. To advise customers of realistic booking availability and time taken for work required for their vehicle To give customers a full and clear quote for work booked in for their vehicle.
To ensure customer awareness of all products and services available. To sell additional products, services and repair work in a professional manner. Implementation of company and Manufacturer service promotions. Development of personal knowledge and experience in order to improve profitability, customer satisfaction and efficiency. Cultivation of business relationships.
To ensure account customers have sufficient credit to enable all work advised to be carried out as agreed. Complete repair orders and inform customers of additional repairs needed including prices and delivery dates. Obtain written confirmation before ordering major units and obtain suitable deposits.
Maintenance and analysis of customer files and their use for customer care, and contact with inactive customers. To document all warranty and goodwill work as per the manufacturer’s requirements and retailer policy. Maintenance of customer information on the retailer DMS.
To ensure that the Service Department have sufficient work booked in their diaries and Service Advisors are aware of all bookings made.
To ensure that all customer requests for servicing and repair are detailed on the job card and that customer’s sign the relevant section on the job card. To ensure the customer is advised of the type, range and cost of the repair order, and to follow up any incomplete work or future requirements the vehicle may have for repair or service. Agree method of payment before work commences and obtain repair order customer signature. To ensure correct procedures are adopted for verification of payment by cheque, credit card or charge card. Load the workshop accurately using the agreed service loading system. To accurately maintain document control systems. To constantly review all areas of responsibility, and discuss with the Service Manager any ideas that may be had for improvement or change. Responsible for recall campaigns. Ensure all affected vehicles are identified by recall and communicated to all Service and Sales staff. Carry out checks with Workshop Foreman / Aftersales Manager on all vehicles in for service and repairs for any outstanding recalls To ensure all additional work is authorised and accurately recorded.
Maintain effective liaison with customers and other members of retailer staff. Present completed vehicles to the customer, advising of any future requirements and ensuring customer satisfaction with the work completed. Ensure adequate display of promotional material is available. To advise the Service Manager of customer and departmental problems. Ensure courteous use of the telephone, adhering to company and manufacturer policies. Maintain a high standard of dress and conduct at all times. Presentation of the capabilities of the department to the customer as a contribution towards the reputation of the dealership and services offered.
Maintain a safe and healthy working environment; ensuring adhere with Health and Safety requirements. To ensure all company and customer data is dealt with in line with the General Data Protection Regulations 2018. To ensure that confidentiality is maintained. To follow all Simpsons (Preston) Ltd policies and procedures as per the employee handbook. To champion the Culture and Values of Simpsons Skoda at all times. Any other duties commensurate with the position.
Experience, Qualifications and Training:
Supervisory experience of managing a small team. Ability to communicate clearly and concisely with customers and other staff members. Ability to accurately record all relevant information. Up-to-date knowledge of warranty procedures and documentation. Up-to-date knowledge, where appropriate, of computerised recording procedures. Ability to handle upset customers effectively. Training in telephone answering techniques and customer satisfaction methods. Maintain knowledge of warranty, customer care and goodwill procedures, and thorough knowledge of manufacturer’s information bulletins and service information. Completion of manufacturer training courses as appropriate.
Direct relationships with the Head of Business, Service Manager, Aftersales Manager, other company managers, Service Advisors, Workshop Controller, Technicians, Parts Staff, Drivers and Valeters.
Indirect relationships with manufacturer head office representatives and external service partners / suppliers.
4. RESPONSIBLE TO:
Directly responsible to: Aftersales Manager and Service Manager