Booking Coordinator

3 weeks ago


Preston, United Kingdom Simpsons SKODA Full time

**Job description**

Simpsons Skoda is one of the most successful family owned businesses in the region. As we continue to grow we need to invest in the future and that means investing in our people.

**The Simpsons Skoda Standard Benefits Package Includes**:

- New Car Lease Scheme available to All Employees Over 21
- Family Owned Business
- Pension Scheme
- 22 days paid annual leave.
- Birthday off after 3 years service.
- Leave increases to 25 days after 10 years service
- Staff Car Rental rates
- Friends and Family Discount Scheme* Watch to celebrate 10 years service
- Uniform provided
- Free Flu jab
- £25 towards eye care
- Cycle to work scheme
- Reduced workshop / MOT rates
- Staff Referral scheme
- VWG Accreditation Programme / Simpsons Academy
- Employee of the Quarter Awards
- Access to Ben.org services
- End of Year Awards Event
- Discounted Home EV Charger Installation

**Hours of Work**: Monday to Friday 08.30am - 17.30

**Salary**: Basic £23,00 - OTE £27,800 per annum

**MAIN PURPOSE OF JOB**
- To handle customer requirements for service and vehicle repairs in an efficient and courteous manner to ensure a high standard of customer satisfaction.
- To ensure customer requirements are fully understood and communicated in an effective manner to other members of the department.
- To record vehicle details and service histories accurately and effectively operate a customer follow-up system.
- Planning the optimum utilisation of workshop capacity in co-operation with the Service Manager and Workshop Controller Preston/Colne.
- Managing POLK data on a day to day basis, downloading and importing Service lists and 1rst/2nd/3rd phase contacts.
- Contacting customers to book in for service work and routine maintenance.
- Managing Visual Health Checks generated from the Service Department, contacting customers to follow up advisories and urgent work we have advised at the last visit.

**OBJECTIVES AND KEY TASKS**

**Customer satisfaction**:

- To ensure the highest degree of efficiency and understanding of customer requirements and to deal with any customer complaints courteously, promptly and sympathetically.
- To provide customer estimates according to company policy on schedules, times and pricing.
- To advise customers of realistic booking availability and time taken for work required for their vehicle
- To give customers a full and clear quote for work booked in for their vehicle.

**Improve profitability**:

- To ensure customer awareness of all products and services available.
- To sell additional products, services and repair work in a professional manner.
- Implementation of company and Manufacturer service promotions.
- Development of personal knowledge and experience in order to improve profitability, customer satisfaction and efficiency.
- Cultivation of business relationships.

**Cost control**:

- To ensure account customers have sufficient credit to enable all work advised to be carried out as agreed.
- Complete repair orders and inform customers of additional repairs needed including prices and delivery dates. Obtain written confirmation before ordering major units and obtain suitable deposits.

**Record maintenance**:

- Maintenance and analysis of customer files and their use for customer care, and contact with inactive customers.
- To document all warranty and goodwill work as per the manufacturer’s requirements and retailer policy.
- Maintenance of customer information on the retailer DMS.

**Staff**:

- To ensure that the Service Department have sufficient work booked in their diaries and Service Advisors are aware of all bookings made.

**Administration**:

- To ensure that all customer requests for servicing and repair are detailed on the job card and that customer’s sign the relevant section on the job card.
- To ensure the customer is advised of the type, range and cost of the repair order, and to follow up any incomplete work or future requirements the vehicle may have for repair or service.
- Agree method of payment before work commences and obtain repair order customer signature.
- To ensure correct procedures are adopted for verification of payment by cheque, credit card or charge card.
- Load the workshop accurately using the agreed service loading system.
- To accurately maintain document control systems.
- To constantly review all areas of responsibility, and discuss with the Service Manager any ideas that may be had for improvement or change.
- Responsible for recall campaigns. Ensure all affected vehicles are identified by recall and communicated to all Service and Sales staff. Carry out checks with Workshop Foreman / Aftersales Manager on all vehicles in for service and repairs for any outstanding recalls
- To ensure all additional work is authorised and accurately recorded.

**Communication**:

- Maintain effective liaison with customers and other members of retailer staff.
- Present completed vehicles to the customer, advising of any future requirements and ensuri


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