SMART Repair Supervisor - Crawley ARC

at  Harwoods Group

SMARAT REPAIR SUPERVISOR

Ø Deal effectively with customers face to face and over the telephone in order to ensure their bodyshop needs are fulfilled on time, to the right standard with empathy
Ø Deliver a high standard of customer care and contribute to maintaining and improving customer satisfaction in all ob activities.
This job holder can be measured by:
Ø Customer satisfaction scores
Ø Sales figures (labour figures)
Specific tasks:
This job holder must be able to:
Ø Document the repairs conducted, the parts required and the labour involved along with accurate changes for each
Ø Explain the invoice of repairs and labour to a retail customer without the use of jargon
Ø Process the job card from the estimate
Ø Provide parts order to the parts department to facilitate the correct are ordered
Ø Provide advice and direction to the workshop team on specific jobs
Ø Book in Bodyshop work, overseeing the volumes and value of booked work on a weekly basis
Ø Accurately post payments on work orders when jobs are completed to create an invoice
Ø Consult with customer to discover their needs face to face and on the telephone
Ø Arrange courtesy vehicle for customers when required, complete courtesy car paperwork and book vehicle in with the rental department
Ø Update customers with progress of their vehicle
Ø Maintain a good relationship with customers by meeting and exceeding their expectations
Ø Deal with dissatisfied customer in a calm manner, resolving complaints with sensitivity and involve others when needed
Ø Answer customers questions regarding bodyshop related issues with their vehicle, explain warranties and repairs in a manner that is easily understood and does not use excessive technical jargon
Ø Check work orders to ensure that all actions have been documented according to retail facility policies and procedures and escalates issues if necessary
Ø Build a strong rapport and relationship with internal departments and certain other businesses
Ø Ensure that all health and safety legislation and internal procedures
Ø Resolve queries with insurance companies relating to charges and raise credits if relevant
Ø Review and chase outstanding payments with both customers and insurance companies
Ø Participate fully in measurement and feedback processes, to complete and return personnel documentation on time and to embrace personal training and development opportunities
Ø Work to support other team members in the achievement of their objectives when asked to do so or required by their manager
Ø Take correct payment from the customer or gains customer signature for work completed to enable claim from insurers to be processed.
Ø carry out any administration tasks requested by a manager
Knowledge and skills required:
This job holder must have knowledge of:
Ø Automotive systems (e.g. basic vehicle layout, function and location of parts).
Ø Automotive systems and repair procedures
Ø Manufacturer products and recent improvements through technical bulletins, training courses and technical magazine etc
Ø Manufacturer warranties and related procedures
Ø Insurance companies policies, procedures and contacts and requirements
Ø The manufacturer’s new and recent products
Ø In-house computer systems (e.g. Windows, Audatex, EMACS, outlook, Internet, Escribe, TIS2WEB and ADP)
Ø General office equipment (i.e. phone systems, copiers, fax machines)
Ø Procedures for ordering
Ø Relevant local, national and European legislation and laws pertaining to the automotive industry
Ø Raising job cards, invoicing procedures and credits
Ø Competitors repair price structures
Ø Vehicle legislation, consumer legislation and trade practices
Ø Use of telephone and customer handling techniques
Ø The retails facility organisational structure
Ø Vauxhalls standards and objectives, retail facility and individual objectives, both cultural and financial
And be able to:
Ø Use the computer confidently, mainly windows based
Ø Complete a high level of paperwork (e.g. documentation of repairs and charges) in a timely and accurate manner
Ø Complete relevant financial and analytical work particularly at end on month
Ø Write clearly and legibly and to listen and document items correctly
Ø Remain positive in stressful situations
Ø Demonstrate empathy to the customers circumstances
Ø Handle a varied level of activity according to the time of day and the season of the year.
Ø Work with external customers, internal colleagues and insurers
Ø Work both in a team and individually, manage own time, work in a busy, and active environment
Ø Demonstrate a professional appearance and enthusiastic attitude
The Harwoods Way
Harwoods Group is a values led, family owned automotive retail group that was founded in 1931. Our values are lived and breathed by all of our colleagues to enable industry leading customer experience and colleague engagement, as detailed below:
We Treasure our people and our customers
We challenge ourselves to grow & improve
We grab responsibility
We run in the same direction as one team
We inject energy and fun into our work
We are a top 30 automotive dealer group, as ranked by annual turnover on AM100, representing the following brand partners:
Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, INEOS, BMW & Mini (Service), MAN
We operate across 6 counties in the South East of England, namely:
Surrey, East Sussex, West Sussex, Kent, Wiltshire, Hampshire
With a high colleague engagement score of 72%, Harwoods Group has a real differentiator with our industry leading people development programme, including:
recruitment and selection; onboarding; induction; probation; lets talk one to ones; Harwoods Academy; succession and development; colleague recognition
After continued growth, we now operate with circa 1,100 colleagues across circa 28 state of the art facilities.
Job Types: Full-time, Permanent
Pay: £35,000.00-£40,000.00 per year

Additional pay:

• Bonus scheme

Benefits:

• Company pension
• On-site parking
• Referral programme

Schedule:

• Monday to Friday

Work Location: In person
Reference ID: Crawley AR

Please refer the Job description for details