Closing Date: 03 March 2019

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Customer Service Apprentice - Ref: DY10-120

Brighton Audi

As agreed with branch. Usually between 8:00am to 6:00pm Monday to Friday.

  • Salary: Dependent on age and in line with current wage legislation
  • Closing Date: 03 March 2019

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BEFORE APPLYING

Please read through the Application Help Sheet below before uploading your CV.

The job description and person specification follows this guidance.

Apprentice Application Help-Sheet

Thank you for your interest in our award winning Apprenticeship Scheme.

We have outlined the requirements below as guidance notes.

  1. Read through the job description.

2.         Read through the person specification.  (Several points on the person specification will be scored as part of our short-listing process for interviews).

3.         Using the guidelines available on the website in conjunction with this help sheet, submit your cv giving as much detail as you can to demonstrate how you can meet each of the requirements of the person specification using examples. These may not always be work related as often applicants have not yet started work, but you maybe able to demonstrate using examples from school, hobbies, projects etc.

Please include the grades and subjects for each qualification gained.

If you have not yet taken your GCSEs please include your predicted grades and subjects for each qualification being taken, stating clearly that they are predicted grades.

NB:      Short-listed candidates may be invited to a first interview and key skills test at Caffyns plc, Saffrons Rooms, Meads Road, Eastbourne, East Sussex, BN20 7DR, or at the relevant dealership.

1) MAIN WORKING RELATIONSHIPS:

  

  1. Responsible to:

Aftersales Manager     

1.2)      Relationships with:

All branch staff and customers.

External inspectors and suppliers.

2) OBJECTIVES AND KEY TASKS:

To deal face to face or over the telephone with customers at the service reception and, when required, to provide cover in the parts department. Record customer requirements in both departments in a professional and polite manner.

Obtaining relevant information from the customer and transferring this information to a repair order for Technicians to operate from.

Maintaining customer satisfaction and communication at all times.

Utilising workshop labour hours available.

Selling additional work and services available.

To carry out all administration duties in an efficient and accurate manner.

Look after individual customers in line with branch procedure.

To deal with customers’ requirements for servicing, repair, parts, and sub-contract work, in an efficient and courteous manner.

To ensure that sales, and warranty work is carried out in line with Company policy.

To ensure that customer requirements are accurately described and recorded on the ‘job card’ and that the customer has authorised all necessary work and parts orders.

To ensure and promote excellent customer service at all times.

To obtain payment for all service work, repairs and parts in line with Company procedures.

To maintain communication with the customer whilst their vehicle is at the branch or their parts are on order.

Explain the details of their invoice to the customer, including a full explanation of the work carried out, giving a copy of the invoice to the customer and escorting the customer to their car.

Load work for the service department in accordance with procedure.

To make the customer aware of any defects and ensure that they sign the invoice that has them noted.

To note on the ‘job card’ any parts supplied by customers and also note them on the final invoice.

To keep customers informed of any delays on service/repair work or parts orders.

Advise the customer on any future requirements for their vehicle.

To actively sell extra work found during servicing and repairs.

Arrange for completion of an estimate for accident damage or any other repairs, subject to customer request, or in the event that the cost of the repair will exceed the value of the vehicle.

To promote the sale of accessories, especially tyres and service plans.

Liaise with the sales department to promote the sale of new/used vehicles.

To ensure that all monies are collected from ‘non-account’ customers prior to collection of the vehicle.

To attend manufacturers and Company training courses and familiarise with office and IT equipment and procedure.

To efficiently take customer telephone and personal bookings and to make a reservation for repairs.

To pre-order parts in time for customer reservations.

To follow up parts waiting fitment.

To assist in planning drivers’ collection and delivery itinerary.

To adhere to the tidy desk policy in line with other Service Advisors, and to keep the reception area clean at all times.

To check ‘work in progress’ monitoring throughout the month, checking tyre stock and ordering weekly.

To book out and control ‘courtesy cars’.

To monitor customer ‘follow up’ procedures.

Work as part of the service team to maximise the customer bookings and parts orders to achieve monthly departmental revenue targets.

ALL APPRENTICES:

As a Caffyns Customer Service Apprentice, you are expected to complete your NVQ,  Apprenticeship Framework and associated certificates to the required level within two years of your start date, or sooner if possible.

You are required to attend your places of work and study punctually at all times, and explain absences/lateness to your tutor and to your Aftersales/Service Manager. Absences from your place of study or work should be notified by your normal start time by telephone to both your college/academy and your Line Manager in line with the sickness absence reporting procedure.

As representatives of Caffyns, you are expected to behave responsibly at all times, acting with respect and courtesy towards your colleagues, tutors and other students.

You are required to complete and submit your portfolio, including any assignments and coursework, by the agreed date.

You must only present your own work for assessment. Presenting other people's work or allowing others to use your work may result in disciplinary action.

You are required to take responsibility for your own learning both at your workplace and at your place of learning and find out what is expected of you while on the course to successfully complete your apprenticeship within the designated timeframe.

You are required to let your Aftersales Manager/ know immediately of any situation at work, or at your college or academy, which has an impact on your progress.

You are required to take responsibility for finding out about times and dates of examinations and assessments, registering for them, and abiding by all exam and assessment rules and regulations.

You are required to read and sign a Service Level Agreement which will outline the responsibilities of the Company, the learning provider, and the apprentice during the apprenticeship period.

  1. COMMUNICATION:

To maintain good communications with all branch departments, staff, customers, college/academy and Human Resources as requested.

4)    OTHER DUTIES:

This list of duties is not exhaustive and other tasks and responsibilities will be required of the post holder including any other duties commensurate with the post as requested by the Aftersales/Service Manager or General Manager.

5)    CONFIDENTIALITY:

All information relating to customers, employees, and the business, is to be treated confidentially in line with Company policy and procedures.

6)    HEALTH AND SAFETY:

Caffyns has an obligation under the Health & Safety at Work Act 1974 to provide safe and healthy working conditions.  All employees are required to co-operate with management in discharging this responsibility and must take responsible care for the health and safety of themselves and others.

All employees must read and adhere to the relevant sections of the Caffyns plc Health & Safety procedure.

Please be aware that Caffyns plc operates a no-smoking policy.

7)    TERMS AND CONDITIONS OF EMPLOYMENT:

Other terms and conditions are as reflected in the Contract of Employment and Company policies and procedures, as amended from time to time and as governed by statute.

(A job description is a written statement of essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance.  This is not intended to be a complete, detailed account of all aspects of the duties involved).

Customer Customer Service Apprentice 

Created By: Human Resources

January 2016

Caffyns plc

Person Specification

 Customer Service Apprentice, Brighton Audi 

QUALIFICATIONS

Essential

Passes or predicted passes in a minimum of three GCSE’s at Grade ‘C’ or above including Maths, Science and English, or Functional Skills to Level 2 in Maths, English and ICT.

Full driving licence to be already held or to be gained in line with achievement of Level 2 of the apprenticeship.

KNOWLEDGE

Essential

Basic knowledge of IT to include Word, Excel, Outlook Express and Internet.

Desirable

Basic understanding of the Apprenticeship Scheme.

Demonstrate an interest in Caffyns as a Company.

SKILLS REQUIRED

Essential

Ability to work in a customer focused manner.

Ability to actively seek clarification and advice.

Good organisational and time management skills.

Ability to carry out tasks using own initiative.

Ability to communicate face to face, on the telephone and in writing.

Ability to make a positive contribution to the team.

Flexibility.

Desirable

Knowledge of the motor and retail environment, trade custom, stock control, customer service etc.

Evidence of employment, work experience, study, hobbies or projects in which knowledge and/or hands-on practical skills have been gained, i.e. working on motor vehicles, motorcycles, bicycles, engines etc.

ATTITUDE

Essential

Willing to adapt to the requirements of the NVQ, i.e. attend college and complete all assignments.

Customer Service Apprentice

Created by Human Resources

Added: 05 February 2019

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