PRINCIPAL DUTIES
To provide customers with the highest quality of service and workmanship, which is consistent and befits Volvo and the Company image.

PURPOSE OF JOB

To provide a consistent approach to workshop pre–booking, loading and follow up.
Ensure correct use of VOSP scheduling, and ensure all new customers are recorded correctly.
Ensure that customers are followed up post repair / service
Ensure workshop utilisation is maintained to required Key
Performance Indicator level across all shifts
To improve the regions Customer Satisfaction Index (CSI) score
To actively support members of the production team / process during peak times and pressure periods

KEY RESPONSIBILITIES & TASKS

Carry out the following responsibilities according to the Genuine Volvo Service process

To greet customers on arrival at the Dealerpoint in a professional and friendly manner
Ensure that all relevant information relating to the customer, vehicle and repair is recorded on the repair order and GDS system
To agree timescales for unscheduled work with customers and follow through to completion
To provide customers with timely information relating to WIP
To actively prospect for work to ensure workshop utilisation meets required KPI
To communicate to customer and quote for all defects found during service and repair
Obtaining order numbers and authorisation from customers
To produce and explain invoice to customer at point of vehicle collection

AREAS OF RESPONSIBILITY INCLUDE:

Use of GDS system to check customer and vehicle information is correct at the time of arrival; ensure available credit for planned repairs.
Pro-actively manage the workload plan regarding the following Ad-hoc walk-in’s and breakdown work. Liaise with workshop controller to ensure adequate resource available
Keeping customers informed of any change in circumstances relating to WIP, including providing quotations for extra work found and agreeing timescales for completion.
To actively prospect new business when communicating with customers, liaise with relevant aftermarket and sales departments to follow up.
To assist in the preparation of invoicing to enable invoice to be collected at point of sale
Pro-actively work with Genuine Volvo Service processes in the following steps below and delivery of Best Practice throughout the Dealerpoint.
Ensuring that all necessary authorisation is obtained and noted on the repair order prior to invoicing

QUALIFICATIONS & KNOWLEDGE

An understanding of the workshop business and workshop KPI’s
A full understanding of quotation procedure and gross profit
A full understanding of the Volvo GDS system
Knowledge of VST and Invoicing Procedure
An understanding of VOSP scheduling process
An understanding of the Dealerpoint system
An understanding of Customer Portal

SKILLS / ATTITUDE

Excellent communication skills both Verbal and Written.
Be able to manage a daily / weekly workload effectively.
Be able to work on own initiative
Organised in approach
Empathetic
Good computer skills
Approachable

VALUES / ATTITUDE

To be at all times a team player.
To be professional and maintain a high level of personal presentation.
At all times have a flexible approach to work commitments.
To maintain integrity at all times.
To be supportive of colleagues both in company and Distributor Organization.
To represent the company by good conduct and behaviour, with a positive attitude, being
open, honest and trustworthy at all times.
“Can Do, Will Do” attitude.

LIMITATIONS TO AUTHORITY

No authority to grant credit notes without referral.
Not to agree use of hire vehicles without hire fees unless management authority is given.
No purchasing without authority.
Not to agree warranty outside Volvo policy.

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