Apprentice Service/Parts Advisor

MAIN PURPOSE OF JOB:

To deal with all Service and Parts customers in an efficient, professional and courteous manner.

Process enquiries in an enthusiastic and engaging manner with a strong focus on customer handling to maintain good relations and achieve incremental sales.

Use Company DMS to book, track and follow up all customer enquiries, thus ensuring a high level of retention and growth opportunity.

To comply with and maintain Company policies, standards and procedures relating to quality and customer care.

By recognising and following work rules, you must demonstrate a willingness to foster strong working relationships with your colleagues, functioning as a team player who is willing to accept and respond positively to criticism.

KEY TASKS

• Customer satisfaction to be at or above National Average (figures to be advised).
• Satisfactory mystery shops.
• Timely completion of all daily, weekly & monthly paperwork.
• No outstanding debtors over 90 days.
• Service and Parts WIP – Cash Account.
• Housekeeping.
• Customer Follow-Up.
• WIP – Ageing not greater than 60 days unless approved by the Group Financial Controller.
• Responsibility for assisting with Parts stock
• Perpetual stock checks.

Main Duties and Responsibilities

1. To accommodate the requirements of customers in a professional and courteous manner, through telephone and direct contact.
2. To observe the Company and statutory regulations in respect of Health and Safety policy.
3. Maintain the highest level of cleanliness and housekeeping.
4. Load the Workshop to the level stipulated by your Manager.
5. Ensure that all customer personal and vehicle details are accurately entered onto the database.
6. Ensure that mechanical check forms and invoices are prepared and ready for presentation to customers at the agreed time.
7. Ensure that all cash account payments are taken prior to release of the vehicle, unless authorised otherwise by the Group Service Manager.
8. Whenever possible contact customers, in advance, to advise completion of repairs or maintenance.
9. Obtain prior authorisation and ensure the required documentation is completed for work on vehicles operated by lease companies.
10. Ensure that loan bikes are released to customers only when the appropriate documentation is completed and evidence of insurance validated.
11. Ensure that Loan bikes are presented to customers in clean order.
12. Advise customers of any situation that is likely to delay the completion of work beyond the agreed collection time.
13. Ensure that all warranty criteria are observed including:
    • a) Accurate and detailed reception write up.
    • b) No manually entered additions appear on warranty job cards.
    • c) Advice regarding parts ordered is clearly indicated.
    • d) The correct identification concerning repeat repair is entered.
    • e) Mileage stamp is entered.
    • f) All warranties to be entered within manufacturer's guidelines and followed-up to a conclusion.
    • g) Displaced Parts returns are done on a weekly basis.
14. Inform the Group Service Manager of any situation where a customer's concern is likely to result in dissatisfaction.
15. Ensure accurate reconciliation of all transactions, including End of Day banking.
16. Ensure accurate logging of job cards onto the daily control indicating hours worked and invoiced.
17. Operate reservations through the computer system, gaining all relevant customer details such as mobile number and e-mail address.
18. Print job cards 24-48 hours in advance ready for pre-picking of parts. Add Vehicle Health Check Service sheets to job set as required.
19. Strictly adhere to all Company Procedures and Policies.
20. All sub-contract work must be charged to the vehicle WIP and suppliers furnished with relevant purchase orders.
21. Ensure that the mandatory requirements regarding the administration & operational aspects of MOT Testing status are observed and report any areas of concern to the Group Service Manager.
22. All paperwork to be filed on a daily basis.
23. Follow Parts ordering procedures.
24. Ensure the quantity of Parts is at an acceptable level
25. Pay particular attention to stock levels and movement frequency.
26. Ensure unwanted Parts are returned in a timely manner.
27. Strive in the quest for optimum stockturn.
28. Any other duties as requested by the Group Service & Parts Managers