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Automotive Workshop Controller
4 months ago
**Are you a Technician, workshop controller or senior service advisor looking for a change. Then this could be a job for you. we are looking for a technical specialist to assist with technical calls coming through to our national contact centre. You will train and coach our call handlers. Pricing up technical jobs and answering any technical concerns.**
- **Job Details**_
- Accurately price up jobs and speak to customer to secure bookings for multiple locations
- Minimise technical calls going through to site
- Ensure work being booked in is accurate and correct with all details required
- Implement and ensure call centre processes are abided by
- Resolve technical concerns
- Coach and train Call Agents on technical issues to reduce call times and optimise site diaries with correct times and menu prices
- **Main Duties and Responsibilities**_
- Accurately price up jobs and speak to customer to secure bookings for multiple locations
- Assist call agents in pricing of jobs that come through
- Audit calls coming through and job cards to ensure right questions have been asked and right prices and times have been quoted and allocated
- Train and coach call agents on relative systems, processes and technical information
- Take technical calls from customers
- Triage technical diagnosis jobs, looking at PTS and contact customers for further information on their faults
- View Ford technical keeping on top of any new recalls and technical bulletins and share with the contact centre. Breaking it down into a non-technical description.
- Ensure that customer satisfaction is kept to a high by auditing calls from follow up’s and pre calls
- Monitor sites workshop diaries ensuring timings are correct and jobs allocated to the correct work type.
- Take incoming calls at peak times.
- Communicate with the sites to ensure that information is being added to service files so contact centre can communicate to customer’s information
**Job Requirements**
**1. To be professional at all times.**
**2. Have a strong technical background with good knowledge of the motor trade**
**3. Be approachable.**
**4. Have a positive attitude which creates a good working environment for all the after-sales departments.**
**5. Drive the up-sale of products**
**Job Types**: Full-time, Permanent
**Salary**: £30,000.00 per year
**Benefits**:
- Company events
- Company pension
- Employee discount
- On-site parking
Schedule:
- Monday to Friday
- No weekends
Ability to commute/relocate:
- Grimsby, DN31 1UH: reliably commute or plan to relocate before starting work (required)
Work Location: One location
