Fleet Support Executive

4 months ago

Trowbridge, United Kingdom Halfords Full time

**Responsibilities**:

- Understand the importance of the customer to Halfords Autocentres.
- Ensure a consistently high level of customer (customer and supplier) service is delivered at all times.
- Manage job offers and declines from Halfords in a timely and professional manner
- Support 1link arrival checks of Customer vehicles into Halfords Autocentres.
- Carry out DTM (Downtime Management) liaise directly with Halfords Autocentres on a daily basis.
- Working with the customers platform to update and manage vehicle downtime, updating customer phase notes and scheduled chase times.
- Ensure Autocentre bookings are diarised, and that Autocentres are fully aware of customer expectations.
- Liaise with Halfords Autocentres to encourage customer timely job completion and same day vehicle return to driver.
- Act as primary point of contact for all customer day to day concerns and work to resolve.
- Liaison between National Account Manager and Halfords Fleet Support Team.
- Identify areas to increase efficiency for both customer and Halfords Autocentres.
- Identify additional opportunities to drive daily sales.
- Provide detailed incident notes to support complex repairs and customer feedback.
- Team cover - Support Customer as an integral team member while maintaining Halfords values and actively driving business into our network.
- Self-motivated whilst able to operate as part of a wider team.
- Key communication skills.
- Technical ability (1link proficient).
- Adaptability to operate with Customer vehicle management systems.
- Microsoft and outlook proficient.
- Ability to communicate at all levels.

**Measures**:

- Attendance/time keeping.
- Ability to promote Halfords Autocentres and manage issues accordingly, delivering against key SLA’s and KPI’s.
- Ensure that departmental objectives are achieved.
- Day to day management of vehicle service, maintenance and repair.
- Ensure a highly professional, accurate and consistent management of all offers and declines.
- Incident management.
- Take ownership of supplier/customer issues.
- Demonstrate open communication.
- Encourage the giving and receiving of structured feedback on performance.
- Work to agreed personal and team objectives.
- Demonstrate support for management team and other areas of the business.
- Support the Customer and Team Leaders.
- Monitor and escalate to the customers team leader on repeat customer or service provider issues and support the customers team leader to thoroughly investigate any issue or complaint, identifying and providing a satisfactory solution for the customer/supplier and in the interests of the business.

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