Job Description

About the Role

To provide a service that books, as applicable, vehicles in and out for repair work in a manner that minimises customer waiting time and delivers high levels of customer satisfaction. Issuing courtesy cars and dealing with associated paperwork.

What You'll Do at Work

• Book customer cars in for repair/attention either by telephone or by way of personal visits. As a result of this, prepare job cards and files as necessary
• Maintain a filing system for job cards, invoices and associated paperwork and provide vehicle progress reports when requested by the customer
• On completion of the job, collect payment from the customer paying particular attention to banking/security arrangements and the payment of excesses on certain insurance policies
• Handling all relevant administration

Course Contents

• Business focused service delivery:
  • Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Find solutions that meet your organisations needs as well as the customer requirements
• Providing a positive customer experience:
  • Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Demonstrate a cost conscious mind-set when meeting customer and the business needs
  • Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
• Working with customers/customer insights:
  • Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
  • Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Customer Service performance:
  • Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • When managing referrals or escalations take into account historical interactions and challenges to determine next steps
• Service Improvement:
  • Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
  • Make recommendations based on your findings to enable improvement
  • Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice