Customer Service Focus

• Approach every situation with a desire to understand and deliver
• Listen effectively and communicate clearly
• Use every contact with the customer to build a relationship
• Take responsibility for ensuring nothing is left to chance

Operational / Commercial Focus

• Ensure good housekeeping and security in the workshop
• Ensure maintenance of health and safety in the workshop
• Load workshop
• Ensure technical standards are met in the workshop
• Keep accurate and complete records
• Manage workshop productivity
• Contribute to effective working
• Deal with customers, suppliers and representatives
• Use technology effectively
• Contribute to improved service processes

Business Focus

• Work with other areas of the business to improve Retailer profit and customer care
• Appreciate the impact of wider business issues on the Retailer and customer
• Represent the Volkswagen brand

Personal Qualities

• Analytical thinking
• Coaching and developing
• Leadership
• Communication
• Empathy and tolerance
• Ethical behaviour
• Responsibility
• Open-mindedness
• Self-confidence
• Customer-orientation
• Professional appearance

Education

• City & Guilds Part 3
• NVQ Level 3 Motor Vehicle

Experience

• Clean driving licence
• Computer skills, including windows and spreadsheets
• Proven track record as Technician or Service Adviser