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Job description

Harwoods Group is an automotive retailer representing prestigious car Brands - Aston Martin, Audi, Bentley, BMW Service, Jaguar and Land Rover, MAN, McLaren, and most recent addition, Volvo. We have a total of 30 businesses providing sales, service and accident repair services across Sussex, Surrey, Kent and Hampshire.

Established since 1931, we are a successful and progressive third generation family owned business. In 2020 our turnover was over £600m and we now employ over 1000 valued members of staff. We rank #6 in the Sunday Times ‘Top Track 250’, which league tables the UK’s private companies with a turnover of <£650m and <5,000 staff.

Our vision is to ‘create memorable experiences’. In other words, we believe that our role is to ensure our valued customers are offered the best possible experience in their interactions with our company. We feel it is equally important that our staff are well supported and can deliver these experiences working as one cohesive team.

With 98% of staff scoring positively when asked ‘I am fully committed to doing my best for the company”, we are a safe bet for a job and a career!

Key Purpose of Role

• Following Service check in and handover process for all visiting customers

• AudiConnect Check & Connect each customer

• Providing face to face contact for all visiting Service customers

• Ensuring the customer interactions meets the brands expectations

• To support other functions as directed by ASM

Accountabilities

· PRE-VISIT

· Multi-channel contact with all booked customers – Pre-call

· CHECK IN – AT DRIVE IN / FOYER

· Retrieve Job Card – confirm work required. Payment method. Mobile & Email
Contact details. Time required. Update Job card.

· Collect diagnostic sheet or complete from scratch

· Signpost the customer journey ( VHC process – updates from control team)

· AudiConnect Check & Connect each customer

· Obtain customer signature

· Check in on Pinnacle and Pass through to Control team

· Handover loan car where applicable

· Walk waiting customers to lounge and organise refreshment

· Ensure Job card is identified as waiting for control team where applicable

· NON-BOOKED WALK INS / ENQUIRIES

· Full qualification of enquiry

· Future bookings - complete in Pinnacle

· Same day Request to be checked with Control Team and processed accordingly

· Complaint – see to waiting area and notify Lead Host

· Parts / Sales Enquiries – direct to parts / sales department

· CHECK OUT

· Confirm customer and vehicle details ( Reg and postcode)

· Check Invoice or release note

· Retrieve vehicle and bring to Drive Through, using concierge where necessary

· Confirm / take payment with customer

· If applicable walk customer to loan vehicle and check condition / mileage and fuel.
Sign in vehicle – any issues around condition of loan vehicle to be passed by Lead Host.

· Walk customer to their vehicle and thank them for their business

· Discuss CEM Survey ensuring all key questions have been delivered to customers satisfaction

· Manage outstanding collections by contacting customers and arranging collection

· Secure future booking for any deferred/declined work

· Tagging and allocating bullets for the next day

· Loading wash list for the next day

· To be presentable to brand standards adhering to the company dress code at all times

· Handle all internal and external customers and suppliers with courtesy and ensure the Harwoods experience is delivered to all contacts at all times

Skills and Experience:

Demonstrable experience in a customer service environment.

Experience in working as a team

Computer Literate

Excellent verbal and nonverbal communicator.

Job Types: Full-time, Permanent

Salary: £25,200.00-£32,000.00 per year

Benefits:

• Referral programme

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Work Location: One location