Aftersales Team Lead: Customer Care & Ops

Auto-sleepers Group Ltd; United Kingdom; À distance; GBP 30 000 - 42 000; Plein temps

Avantages offerts par ce poste

Pension scheme

Résumé du poste

Marquis Gloucestershire is seeking an Aftersales Team Leader to support the day-to-day running of the Aftersales department and lead a capable team in delivering high-quality customer care.

The role combines customer service, administration and operational duties, with hands-on supervision; experience in a motorhome/automotive service environment is advantageous. Full UK driving licence is required.

Qualifications

• Be fluent in English with good written communication skills.
• Excellent verbal communication and the ability to communicate effectively with customers and colleagues.
• Be customer focused and committed to delivering a high standard of service.
• Remain calm and professional when working under pressure.
• Ideally have supervisory experience or demonstrate the ability and ambition to progress into a leadership position.
• Hold a full UK Driving Licence.

Responsabilités

• Support the Branch Manager with the efficient day-to-day running of the Aftersales department.
• Lead by example and provide day-to-day guidance and support to members of the Aftersales team.
• Help organise and prioritise departmental workloads to ensure customer requirements and business objectives are achieved.
• Promote Marquis, its products and services and maintain a professional image at all times.
• Ensure customers receive a prompt, polite and proactive service throughout their Aftersales experience.
• Liaise effectively with customers, engineers, the Sales team and other departments to ensure the smooth progression of work.
• Assist with customer bookings, enquiries and the preparation of relevant paperwork and job documentation.
• Support the administration and processing of retail, warranty and internal work in accordance with company and manufacturer guidelines.
• Assist with warranty administration, including claims, supplier invoices, warranty parts and associated records.
• Check that service and warranty job cards and supporting documentation are completed accurately and within manufacturer guidelines.
• Help coordinate the professional preparation of vehicles, including PDIs, SMMT checks, routine servicing and repairs.
• Monitor the progress of customer work and proactively communicate updates, delays or changes where required.
• Assist with the efficient utilisation and charge-out of workshop hours.
• Oversee or assist with the ordering of parts and accessories as required.
• Support the Branch Manager in maintaining appropriate standards relating to tools, equipment and stock.
• Help ensure departmental processes and company procedures are followed consistently by the team.
• Deal with customer concerns professionally and elevate more complex matters to the Aftersales Manager where appropriate.
• Support the training and development of Aftersales team members and help maintain a positive, customer-focused working environment.
• In association with Auto-Sleepers Group Health & Safety policy, help ensure compliance with relevant Health & Safety regulations.
• Assist with departmental reporting and provide feedback to the Aftersales Manager on workload, performance and customer issues.
• Maintain a high level of customer service at all times by following company systems, procedures and our customer care programme.
• Deputise for the Branch Manager in day-to-day operational matters when required.
• Undertake any other reasonable duties required to contribute to the overall performance of the department and the business.

Connaissances

Excellent communication skills

Flexibility

Excellent customer care skills

Good managerial and administration

Full UK Driving Licence

Description du poste

Marquis Gloucestershire is seeking an Aftersales Team Leader to support the day-to-day running of the Aftersales department and lead a capable team in delivering high-quality customer care.

The role combines customer service, administration and operational duties, with hands-on supervision; experience in a motorhome/automotive service environment is advantageous. Full UK driving licence is required.