Workshop Controller - Cheltenham

Job Specification

Salary: £32,000 to £34,000 Pa

Uncapped Monthly Commission Scheme with OTE £6k

PLUS Shopping voucher incentive - Quarterly On target Earnings of £250

Schedule - Monday - Friday, 8.00-6.00

Benefits

• 31 days paid holiday (inc bank holidays) rising by + 1 day after each 5 years worked
• Company Pension Contribution
• Annual company events
• Bespoke induction and development training
• Staff discounts for vehicle purchase and servicing
• Death in Service Benefit
• Free eye test, dental & therapy treatments

Reporting to: Department Manager

Job Details:

• Oversee the customer repair order work progress through the workshop. Providing updates to the customer on concerns and additional work identified via phone and keep the front of house service advisors updated on the progress.
• Ensure the work is carried out safely and efficiently, and is delivered to a high-quality.
• The role is crucial in ensuring customer receives a frictionless customer experience. As this role is the key communication between the workshop and the service desk.
• Ensuring that the customers vehicle needs are met and that they understand the work being done, leading to trust and repeat business.

Key Responsibilities

• Assign tasks to the service team and follow up to ensure they deliver the required results.
• Provide the necessary support to the team ensuring they have the resources and time to complete their jobs effectively.
• Understand the issues customers are experiencing with their vehicles. Also explain the services that will be performed, ensuring the customer is informed and comfortable with the process.
• Arrange to book customers in the workshop diary and ensure the relevant resources and parts are made available.
• Make progression calls to customers and make them aware of work that may be required.
• Prepare estimates for any additional work including labour and parts costs.
• Prepare detailed invoices once the work is completed.
• Communicate the customer's concerns to the technicians and relay the findings and recommendations of the technicians back to the customers.
• Handle customer concerns, address complaints, and ensure a high level of satisfaction with the service provided.
• Maintain detailed records of each service visit on the job card, including customer information, vehicle history, and any repairs or maintenance performed. This is important for warranty purposes and future service needs.
• Carry out quality control checks on completed work on customers vehicles

Who you are:

• Have at least three year’s experience of working face to face in retail automotive service environment.
• Hold a nationally recognised customer service qualification or have GCSE level 4 or above in Maths and English
• Have a comprehensive broad base of Automotive knowledge to effectively perform your duties be able to serve customers and Technicians
• Be able to work efficiently in a team environment. Manage your team and ensure the customer is centric to your day and ensure deadlines are met.
• Enjoy being busy.

Job Types: Full-time, Permanent

Pay: £32,000.00-£36,000.00 per year

Additional pay:

• Bonus scheme
• Performance bonus
• Yearly bonus

Benefits:

• Bereavement leave
• Company events
• Company pension
• Employee discount
• Free flu jabs
• Referral programme
• Store discount

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Cheltenham GL51 0AL: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Automotive service: 3 years (preferred)

Work Location: In person