Customer Advisor (EVHC Specialist)

About Us

Vospers is a family run business and leading Southwest motor dealer group that believes in the importance of our people. That's why we offer a supportive working environment, career prospects, and great benefits, including:

• 30 days annual leave (including bank holidays) increasing with length of service + a paid day off for your birthday!
• Full range of motoring discounts on MOTs, servicing, sales, and parts
• Access to an online platform with discounts across multiple retailers
• Paid sickness scheme
• Full range of employee assistance programmes and support services
• Cycle to Work scheme
• Professional development via our Motorv8 and Vospers 5 training schemes
• Manufacturer-specific training
• Generous staff and customer referral scheme

Job Title

Customer Advisor (EVHC Specialist)

The Role

The main purpose of a Vospers Customer Advisor EVHC Specialist is to provide a professional and courteous reception to customers, ensuring the highest standard of customer satisfaction and to promote Vospers core and brand value at all times, and advise customers of additional work required and prepare estimates

Key Responsibilities

Ensure the Smooth Running of Service Department and Promote Profitability

• Booking in vehicles. Ensuring appointments are convenient for the customer and department, in line with the workshop capacity.
• Identify the customer requirements and where possible, supply an accurate fully inclusive costing.
• Constantly monitor the progress of available workshop hours, to ensure available hours to be sold are maximized on a daily basis.
• Produce accurate job cards, invoices, estimates and related information.
• Provide customers with full explanations of work carried out, making the most of any additional selling opportunities.
• Produce warranty job cards in line with the manufacturers policy and procedures.
• Accurately record all work requirements and identify retail, warranty, internal and non-chargeable repairs.
• Liaise with the Parts Department to ensure availability of parts.
• Arrange an efficient collection/delivery of customers vehicles and courtesy cars.
• Ensure all cars that are loaned to customers are suitably insured by the customer.
• Ensure customers service books are stamped as confirmation of a service carried out.
• Collect all monies or signed authority due prior to the release of the vehicle and ensure it is banked promptly.

Dealing with Customers and Ensuring Customer Satisfaction

• Ensure the telephones and written enquiries are responded to promptly, courteously and dealt with in an efficient manner.
• Greet all customers at reception offering courtesy services as appropriate and confirming all details before work is carried out.
• Greet all customers demonstrating the highest levels of customer mannerisms demonstrating Vospers core and brand values.
• Ensure that completion deadlines are met or if necessary extend collection deadlines.
• Keep customers informed of progress of their vehicle and of any additional work that is likely to occur, obtaining authority to proceed. If required, invite the customer to talk directly with the technician therefore, promoting first time fix.
• Present the vehicles to the customer with full explanations of work carried out and any future work that may be required, ensuring the customer is completely satisfied.
• Deal efficiently and courteously with all customer complaints, logging them and passing relevant information to the manager to ensure a correct and prompt conclusion.
• To ensure customers are made aware of vehicle defects and that they sign a declaration prior to taking a vehicle away without repair.
• Administration Duties
• Load the workshop evenly throughout the week.
• Ensure correct documentation is completed when courtesy cars are loaned to customers.
• Carry out regular internal and account invoicing, invoice verification and invoice filing.
• Reconcile the cash till daily.
• Accurately maintain and update customer files.
• Maximize workshop loading on a day to day basis.
• Demonstrate work in progress is regularly checked and all completed work is invoiced within 48 hours.

Location

Marsh Mills, Plymouth

Salary

Based on qualifications and experience, to be discussed at interview

Hours

40 hours per week

Care - Accountability Performance - Respect - Integrity

We are proud that so many of our people stay with us and develop their careers at Vospers over the long term. Over 100 of our staff have completed between 10 and 40-years service with the company. At Vospers, we know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in Vospers workforce.

No terminology in this advert is intended to be deemed discriminatory. We are happy to accept applications from all suitably qualified persons regardless of their age, gender, race, religion, disability, sexual orientation or marital status.

If you wish to discuss any aspect of this job vacancy, please do not hesitate to contact a member of the Vospers HR team at [email protected] or 01752 636342