Customer service apprentice

To provide a courteous and professional approach to customers and work providers, insurance companies and colleagues, whether that be face-to-face, on the telephone or written communication.

To ensure full compliance with all company policies, work provider agreements, repair specifications and current health and safety legislation at all time. Arranging recoveries, collections and return of vehicles as and when required in an efficient and professional manner. To work effectively as part of the company team to ensure industry leading standards of customer care and satisfaction. Carry out company invoicing with accuracy and diligence, deal with any queries and inform the Office Manager of any problems or discrepancies. Close down completed jobs and file away accordingly. Preparing monthly statements for payment to the parts providers. Ensure the banking is completed as required and accurate records kept. Carrying out general duties, cleaning & hospitality to meet the needs of the business. Communicate with customers to provide repair information and an indication of completion time Comply with all safe working practices. Ensure your work area is kept clean, tidy and filing kept up to date. Strive to achieve a consistently high level of customer satisfaction. Be aware of and strive to meet all deadlines and report any potential delays. The completion of updating all communications to include Autoflow and portals to enhance communication and reduce complaints. Be aware of current processes and suggest improvements to increase efficiency and customer service. Support the development and implementation of any such strategies.

Planning/Organisation

Plan ahead to make the best possible use of time available, ensure all deadlines are met. Keeping an efficient checking In and out of both customer and courtesy cars. Ensuring Autoflow Management System information is up to date Prioritising workload and making time to complete tasks.

Communication:

Maintain and develop professional and positive working relationships with colleagues, visitors and when appropriate, with suppliers and external representatives etc. Provide advice, assistance and support to other team members. Communicate progress against agreed objectives, personal concerns, feedback from any source or any problems/concern to the Office Manager.
Where involved, ensure customers are welcomed and received courteously. Maintain and develop relationships with them by meeting and exceeding their expectations. Strive constantly to improve standards of customer service. Ensure dissatisfied customers are handled calmly and complaints resolved sensitively. Inform Office Manager of any complaints. Ensure customer questions are answered clearly and without excessive jargon.

Policies/Practices

Adhere to all Health & Safety, environmental, work provider, approved repair and company policy procedures at all times, including the wearing of personal protective equipment if required. Operate within the law and relevant codes at all times. In addition to your primary duties, where these are within your prfessional capabilities, respond positively to requests to perfonn other work related tasks to facilitate the efficient operation ofthe business. Engage with all customers and visitors promptly, professionally and courteously at all times. Ensure all customer transactions and queries are handled promptly and efficiently. Support and assist the Bodyshop Manager and Office Manager in achieving company objectives. Ensure all customer data or information is handled securely. In particular - Paying particular attention to the GDPR.

Training:
You will complete a Customer Service Practitioner level 2 apprenticeship with Barking & Dagenham College.

Training Outcome:
Potential for future employment and progression.

Employer Description:
Small friendly garage looking for an office assistant

Working Hours :
Monday to Friday, 9.00am to 5.00pm.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Administrative skills,Number skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience