• Ensure customer awareness of all products and services available.• Sell additional products, services and repair work as appropriate to customer needs and in accordance with individual and/or team targets.• Understand features and benefits of products and services and promote these accordingly.• Undertake prospecting to generate additional business.• Accurately maintain departmental systems including (but not limited to) customer records, job documentation, alternative transport and customer follow-up systems.• Carry out relevant preparation for the customer’s visit (eg. pre-calls; print job cards; field campaigns, DISS reports, TPI’s (Technical Product Information) etc.) in line with service core process, updating documentation accordingly.• Offer extra services to every customer, including a vehicle health check (VHC), bringing their attention to any relevant current service offers, linking to relevant benefits such as safety.• Visually inspect customer vehicles and loan cars, documenting any damage where relevant.• Provide customer estimates calculating accurate charges for all parts, labour and service repairs.• Promptly prepare and explain invoices following completion of work, ensuring charges/details are accurate.• Verify and obtain copies of documentation where relevant, such as customer’s driving licence or insurance documents when issuing loan cars.• Gain prior authorisation from the customer for completion of work, including signatures as required.• Receive and process payments promptly and in accordance with company procedures.• Document all warranty work as per the manufacturer’s requirements and company policy.• Meet all deadlines as set by your line manager, the company or the manufacturer. Skills• Previous technical / service experience desirable• Computer skills, including experience of operating word processing and database packages, email and internet• Proven track record in delivering excellent customer service
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