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

• Contribute to good housekeeping
• Contribute to the maintenance of health and safety
• Care for the customer's vehicle
• Complete paperwork thoroughly
• Make initial inspection of the vehicle
• Diagnose vehicle faults
• Make quality check at end of work
• Achieve incremental sales
• Use technology effectively
• Monitor own performance
• Create and maintain positive working relationships
• Contribute to effective working

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/Audi brand

Personal Qualities

• Analytical thinking
• Empathy and tolerance
• Ethical behaviour
• Responsibility
• Open-mindedness
• Confidence to handle customers directly
• Interpersonal skills
• Customer-orientation
• Professional appearance

Education

• City and Guilds Part 3
• NVQ, Level 3, Motor Vehicle or equivalent

Experience

• Previous experience in a similar role
• Proven track record in vehicle repair and servicing
• Current driving license
• Computer skills, including experience of operating word processing and database packages, technical vehicle repair software