Proactive Service Booking Coordinator - Peterborough, United Kingdom - Wings ŠKODA

Description

We have an exciting new position within our ever-expanding Skoda team.

While automotive experience would be an advantage, it is not essential & we would happily consider a transferable skill set.

Within the team here at Wings Skoda Peterborough we seek to employ a great attitude rather than a specific skill set.

We believe skills can be taught but have a great attitude & strong work ethic cannot.


About this role

This is an exciting new role which we are looking to develop to support our busy front of house Service team.

You will be the first contact with the customer to make a workshop booking for their vehicle. Strong communication and administration skills will ensure that you work efficiently to provide an easy customer interaction.

Using live data provided directly from the customers vehicle, we will make proactive outbound customer contact to schedule in work before the due date.

This will enable us to work around our customers availability rather than the other way around. This proactive approach will provide a first-class service with the ability to really wow the customer.


Objectives and Key Tasks

• To handle incoming customer contacts for service, maintenance, and vehicle repairs in an efficient and courteous manner to ensure a high standard of customer satisfaction.
• To record customer data, vehicle details and service histories accurately and effectively to maintain accurate information.
• Cross train for warranty inputs and become an accredited Warranty Administrator.
• To pursue sales targets of Service Plans and All-In Plans carry out recall procedures in line with Manufacturer's guidelines.
• Actively promote and encourage customer awareness of all products and services available.
• To sell added value products, services, and repair work in a professional manner.
• Implementation of company and manufacturer service promotions.
• Committed to personal development through professional development initiatives to improve profitability, customer satisfaction and efficiency.
• To ensure that all customer requests for servicing and repair are detailed on the job booking accurately in order to maximise operational efficiency.
• 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.
• Maintain records of customer interactions and attempted contacts to promote great customer experience and avoid duplications.
• Participate in workplace incentives and collaborations to maintain a highly performing team.
• To constantly review all areas of responsibility and discuss with the Service Manager any ideas that may improve profitability, customer satisfaction or workplace efficiency.
• Maintain effective relationships with customers and other members of our team.
• Ensure exceptional knowledge of Service Plans, All-In Plans and all relevant service products to present our services with confidence & in a complaint manner
• To feedback to the Service Manager potential departmental weaknesses or areas for improvements.
• Ensure any interpretation of warranty work and the policy on a warranty claim is clearly explained to the customer.
• Maintain a high standard of dress and conduct and ensure the cleanliness of your work area at all times.
• Be commercially aware of positive and negative reviews. Champion Great customer communication and actively search our positive customer reviews.

What we offer

• A highly competitive remuneration package including uncapped commission
• Industry leading training both on site & at the Volkswagen Group National Learning Centre in Milton Keynes
• Exposure to the newest automotive industry technologies & trends
• Support & guidance of a family owned & run business with a history of investing in its people. Where you will feel part of a family and not just a number.
• A highperformance culture with a huge emphasis on teamwork
• Opportunity to join a team where you will be treated like an adult & not micromanaged
• Benefit of working for a longestablished awardwinning company of over 25 years that is able to focus on the longterm goal rather than purely short term result
• Chance to represent the most consistent growing brand in the UK over the past decade

What we expect

• Commitment to delivering the best customer experience
• A strong work ethic with a commitment to learning
• Flexible approach to the role
• Willingness to take responsibility for oneself & work to personal targets across a range of KPIs
• Strong computer and communication skills
• Ability to receive constructive feedback to improve performance
• A desire to work towards the team goal above all else
• Ability to talk to customers of all ages & from all demographics
• Honesty
• Respect

If you believe you may be the right person for this role or have any questions, we would love to hear from you.

Job Types:
Full-time, Permanent


Salary:
£24,000.00-