About the role:
To be a focal point of contact for Commercial Vehicles customers with servicing or repair requirements. Managing the flow of information between the workshop, the rest of the business and the customer, whilst ensuring that they deliver excellent customer service at all times.
Objective: Maximise service profitability through the use of professional sales techniques
Qualify customer needs and recommend appropriate products and services.
Sell additional products, services and repair works in a professional manner.
Maintain an up to date knowledge of all relevant service products and services.
Maintain and develop the skills necessary to fulfil the role effectively by attending courses identified in your Personal Development Plan (PDP).
Objective: Maximise customer awareness of all available Van Centre services
Ensure customer awareness of all products and services available.
Approach all customers and assist with requests, including requests regarding parts, vehicle sales and repair.
Maintain effective liaison with sales, parts and workshop teams to ensure own awareness of the services they are offering to customers.
Objective: Ensure highest level of customer care and satisfaction at all times
Maintain a presence at the service reception desk, ensuring that all customer queries (whether in person or on the telephone) are answered or dealt with immediately.
Ensure the tidiness of the reception desk to promote the professional image of the Van Centre facility and that all displays/promotions, prices, materials etc are current and in first class condition.
Explain the work to be carried out on customers’ vehicles ensuring the customer’s full understanding and confirming their authorisation.
Objective: Maintain excellent standards of departmental administration
Initiate job documentation and maintain customer records and follow-up systems.
Follow correct procedure when issuing loan cars to customers, ensuring all paperwork is completed correctly and copies of customer’s driving licence are obtained (when applicable).
Document all warranty work as per requirements and retail policy and ensure the customer signs for all work undertaken.
Accurately maintain departmental systems.
Empathy and tolerance
Minimum GCSE in Maths and English
Previous technical/service experience desirable
Computer skills, including experience of operating word processing and database packages, email and internet
Proven track record in delivering excellent customer service desirable
To be considered for this vacancy, please click here to email us your CV.
“At Kingston Smith, we’ve worked with Caroline for over 20 years and I am very happy with the service we’ve received. She is always extremely helpful and quick to respond to vacancies. The high-calibre candidates she sources have helped us to build a very effective, expert workforce.”
- Maureen Penfold (Managing partner)
"Caroline and the team have an extensive knowledge and background within the recruitment sector and work with a wide network of people with a range of job disciplines. They work effectively and are quick to put forward candidates who closely match what we’re looking for. After working with them for the past 15 years - I couldn’t recommend them enough!"
- Garry Payne (Head of HR)