Ensures the workshop operation is loaded to maximum capacity, whilst consistently exceeding customer expectations. Ensuring that all standard processes are adhered to in line with the business needs & franchise contract

Job Scope:

  • Responsible for the efficient booking of customers to maximise job flow through the workshop
  • KPI’s – service targets, mystery shops and customer feedback via the Mercedes-Benz/smart CSI systems
  • Financial – delivering sales and generating income in line with annual budgets

Key Accountabilities & Responsibilities

  • Communicates the Mercedes-Benz culture of quality and excellence
  • Plans and organises the job flow workshop operation in line with the business Mercedes-Benz standards and processes
  • Ensures workshop efficiency and implements effective workshop loading routines to maximise productivity
  • Ensures allocated work is correctly programmed and that accurate information is passed to the workshop
  • Allocates workload subject to availability
  • Identifies customer requirements in detail and confirms work schedule, courtesy car, collection/delivery and any other customer needs
  • Communicates and develops strong professional relationships with customers from initial communication to delivery of the customers vehicle on time and to a high standard
  • Gives customer focus priority throughout the service operation.
  • Reviews customer information and vehicle details and updates when required
  • Follows up and refers customer complaints to the service manager
  • Attends service meetings to deliver continuous improvement
  • Liaises with relevant departments across the business
  • Manages the standard and quality of technical information given
  • Identifies training and development needs for self as part of the performance management process
  • Ensures all areas of Health & Safety operate effectively and within the requirements of the law
  • Builds good relationships with manufacturers, professional bodies, suppliers and statutory representatives
  • Ensures all capital outlay is approved by their line manager or a director

Knowledge & Specific Job Skills

  • Experience of a customer focussed environment
  • Specialist/technical product knowledge
  • Admin & IT Skills

Driving Sales –  Identifies and initiates opportunities to drive sales and deliver commercial benefits
Customer Service – Focuses on the needs of customers to improve service and sales
Planning & Organising –  Organises own workload effectively, prioritising to deliver to deadlines
Analytical Ability & Decision Making – Demonstrates sound judgement in making decisions
Teamwork & Coaching – Quickly builds rapport and establishes relationships with others
Motivation – Demonstrates a positive attitude and takes responsibility for their own actions