Job Description

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

What you'll learn

Course contents

• Knowledge and understanding of the organisation’s:
  • communicating confidently to internal and external customers about the company and how it operates
  • identifying and communicating with the relevant person if a threat or risk to the business is identified
• Specialist trade customer profile of the business:
  • using appropriate techniques and forms of communication to put customers at ease and gain their trust.
  • delivering customer service that exceeds customer expectations
  • identifying customer requirements and referring them onwards in an appropriate manner
• Trade counter and telesales services:
  • assisting customers in exploring product ranges and alternative and complementary products and services, based on the fundamental underpinning product knowledge
  • identifying the customers’ requirements, matching them to the trade supplier’s products and services
  • delivering accurate product information, to enable the customer to make a decision on products and services and know how to access the detailed technical specification of a product when required.
  • securing a trade sale using appropriate selling techniques, both face to face and on the telephone, and methods to complete the transaction.
  • applying basic merchandising techniques used within the business.
  • applying the key principles of selling in a trade supplier environment, using a variety of methods, which may include unique selling points, upselling, and link selling to secure and complete sales transactions.
  • communicating with customers using various methods and systems appropriate to the situation
  • applying the key principles of administration and working practices to accurately prepare, store, communicate and process businesses documentation.
  • processing information, to the key standards of data protection, security and intellectual property rights.
• Key principles of warehousing and stock control:
  • processing and recording the receipt, storage, assembly and despatch of goods.
  • receiving stock, despatching customer orders and processing returns in line with company processes.
  • loading /unloading of supplier and contractor vehicles
• Technologies that are appropriate to the role:
  • using technology appropriately and efficiently in line with business policy, e.g. PoS (point of sale) machines, PCs
  • demonstrating the use of various technologies, e.g. bespoke/in house or off the shelf software packages to others.
• Legislative responsibilities relating to the business, products and/or services being sold:
  • complying with legal requirements to minimise risk and build customer confidence.
  • minimising disruption to the business and maintaining the safety and security of people at all time
  • taking appropriate action if a breach of H&S regulations is identified.
• Personal responsibilities and performance contribute to the success of the team and the business:
  • building two-way trust and contribute to working within a team
  • collaborating with colleagues to resolve problems.
  • managing personal performance by completing tasks to agreed standards and timescales and by taking action to resolve problems and communicating issues beyond own level of competence.
  • demonstrating effective time management through planning and prioritising own workload.
  • identifying own strengths, weaknesses and development needs.