imperialcommercials.co.uk/career Internal Vacancy VWCV SERVICE CONTROLLER (VW Van Centre Stoke) An opportunity has arisen within our VW Franchise for a Service & Warranty Controller. Reporting to Jon Stubbs, Service Manager, this role requires an individual with the commitment and drive to assist in the day to day running of the VW Service Department and be responsible for warranty application and HSO standards. This will require extensive use of VAG systems (ELSA and SAGA) and our Kerridge DMS to maximise departmental efficiency and profitability. Candidates with VAG experience will have a distinct advantage together with people who have a proven track record in a supervisory position within a main dealer service environment. Key Aspects of the Role: • To motivate, lead and supervise the VW van Centre Service Team • Maximising service hours sold and controlling labour costs • Ensuring that all functions surrounding invoicing and warranty are carried out in accordance with company policy and that Service Advisors and workshop staff complete relevant records accurately. • Ensure that all warranty/ goodwill submissions are accurately invoiced and submitted to enable effective, economic and correct application of manufacturer’s warranty systems • Ensure highest degree of customer satisfaction to achieve customer loyalty • Achieve industry-leading standards of customer care and process efficiency • Ensure departmental compliance with company policies and industry guidelines Key Skills & Competency Requirements: Customer Focus • Approach every situation with a desire to understand and deliver • Listen effectively and communicate clearly • Use every contact with the customer to build a relationship • Make every effort to ensure nothing is left to chance Operational/Commercial Focus • Identify and generate up selling opportunities • Build long-term business relationships • Establish and match customer needs • Arrange and monitor subcontracted work where necessary Business Focus • Work with other areas of the business to improve Van Centre profit and customer satisfaction • Appreciate the impact of wider issues on the Van Centre and customer • Represent the Volkswagen brand Key Result Areas: • Productivity and profitability of department • Warranty recovery rate and referrals • Successful warranty and HSO audit • Customer satisfaction • Customer retention Essential Recruitment Criteria Personal Qualities: • Empathy and tolerance • Ethical behaviour • Responsibility • Open-minded • Self-confidence • Ambition • Customer-orientation • Professional appearance • Team player • Flexible Education: • Minimum GCSE in Maths and English • In possession of or prepared to work towards VW qualifications Experience: • Experience of Business to Business environment, preferably VAG retail or warranty • Supervisory experience • Clean driving licence • Computer skills, including experience of operating MS Office packages; word processing, excel, power-point and database packages, email and internet, DMS and Manufacturer based systems • Proven track record in delivering excellent customer service Package: Competitive salary, plus bonus, pension scheme & other benefits. To apply, send your CV with covering letter to: Joanne Fox, HR & Payroll Advisor, Imperial Commercials Leek New Road Stoke-on-Trent Staffordshire ST6 2DE Alternatively, you can e-mail: [email protected] Or for an informal chat please contact Jon Stubbs on 07802 555326. Closing Date: 1st October 2013
Posted on: Wed, 18 Sep 2013 13:18:33 +0000
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