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To manage customer complaints and queries regarding purchased vehicles in a professional and compliant manner, efficiently dealing with customer concerns with a positive approach.

Duties/Responsibilities

• Manage customer complaints by letter, phone and in person with the best interests of the company at all times
• Managing a high number of inbound and outbound calls per day
• Ensuring deadlines and targets are achieved whilst maintaining a high quality of service
• Meeting and greet customers with a presentable appearance and professional attitude when on controller duties
• Booking vehicles in and advising on duration of repairs. Gaining authority for any additional work / repairs that may need carrying out
• Negotiate diagnostics and authorise repairs / parts prices for all vehicles with department Management authorisation
• Delegate repairs and use outside contractors such as Halfords auto centres, main-dealers, exhaust, tyre and MOT centres and any other recommended repair specialist with Management authorisation
• Arrange refunds of repairs direct to customers
• To negotiate and authorise refunds of insurance products and guarantee's direct to customers
• Carrying out all administrative work related to After Sales duties including courtesy car agreements, trade order repair estimates, printing and vehicle repair reports
• Complying with FSA rules and regulations

Health Safety Responsibilities

• It is each employee’s responsibility to ensure that the environment in which they work in is safe for them and others.
• This includes reporting all accidents and near misses to management.
• Reporting any potential issues which could cause harm.
• Behave in a manner which acts in line with the standards set out in the Health and Safety Manual and Employee's Handbook.

Knowledge, Skills and Experience

Essential

• Full and valid driving licence
• Excellent communication skills
• Confidence, enthusiasm pro-activeness
• Computer literate
• High energy level resilience

Desireable

• Understanding of the Retail Motor Industry Federation
• Understanding of the Financial Services Authority
• Previous After Sales experience

Cargiant is officially the largest car dealership in the World with 7000 vehicles in stock and retail sales of over 900-1000 cars per week! We opened our doors to the public in 1976 with the mission to change the car buying process forever. For over 40 years our customers have come from all over London and the surrounding areas because they trust us to remove the hassle, eliminate the stress but more importantly save them both money and time.

As a Cargiant employee you’ll be based at the heart of Cargiant, a 48-acre site (equivalent to 30 football pitches or 720 tennis courts!) based in North West London. Having built its reputation on retailing great product at unbeatable prices, Cargiant has been instrumental in changing the perceptions of the used car sector, and are committed to offering their expert and friendly advice. Our awards include, the Motor Trader Industry Awards, Car Retailer of the Year Award and Used Car Awards from Car Dealer, to name but a few.