To ensure the efficient and profitable operation of the service and parts departments.
To control resources at a level commensurate with profit requirements and enhanced customer relations.
To maximise departmental performance in line with market potentials through the sale of labour, parts and materials to franchise and non-franchise customers.
Customer Care Co-ordinator
Responsibility as the Environmental Officer for the company.
Responsibility as the Heath & Safety Officer for the company.
OBJECTIVES AND KEY TASKS
3.1Customer service and satisfaction:
To improve the quality of customer service and retention through enhancing facilities, Improving personnel skills and high standards of quality workmanship.
To ensure all customer complaints are dealt with promptly, courteously and sympathetically and to maintain an accurate written record of all complaints and actions taken to restore customer satisfaction, and ensure the same type of complaint does not reoccur.
To evaluate Manufacturers customer satisfaction results and implement an action plan to improve performance and maintain a high level of customer satisfaction which exceeds Manufacturers and Company requirements.
Ensure calibration of all tools and equipment is carried out as per HSO requirements, also analysis of results is performed documenting defects.
To carry out Quality Control 1,2 & 3 analysis and implement changes.
Ensure all Aftersales departments achieves budget objectives by continual examination of accounts, operating controls and composite figures to initiate improvementsandcorrective actionwhere variations occur.
To operate the department efficiently which will be measured by: Labour efficiency, productivity and utilisation and KPI’S.
Ensure accurate invoicing and job costing on a daily basis within all Aftersales departments.
To ensure premises and equipment and other assets are controlled and used effectively and efficiently.
To ensure all materials purchased are controlled and sold in line with Company pricing policies.
To maintain effective control of expenses in line with budgeted
To maintain accurate workshop productivity records to monitor the effective use of labour.
Examine all outstanding debts and implement action to ensure they are collected.
To evaluate the departments training requirements and to provide satisfactory levels of skill, job satisfaction and cost effective development of key personnel, maintaining accurate records to maximise the recovery of any training grants.