Customer Service Focus

• Approach team members with the intention to help them be their best
• Approach every customer situation with a desire to understand and deliver
• Listen effectively and communicate clearly
• Demonstrate belief in the importance of quality
• Take responsibility for ensuring that nothing is left to chance

Operational / Commercial Focus

• Manage self and team
• Ensure the Aftersales Department is capable of delivering agreed targets
• Attract and retain customers
• Ensure compliance with relevant guidelines
• Ensure service work converts into efficient workshop flows
• Ensure required body and paint work converts into efficient bodyshop flows
• Ensure parts logistics and order fulfilment processes are efficient
• Identify and implement process improvements
• Analyse data and prepare reports
• Manage performance against budget
• Co-ordinate with other departments
• Maximise workshop and bodyshop efficiency within limits
• Maximise workshop and bodyshop utilisation against targets
• Agree and manager service level agreements with insurance companies
• Manage parts and materials inventory
• Use technology effectively

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

• Leadership
• Empathy and tolerance
• Ethical behaviour
• Responsibility
• Open-mindedness
• Self-confidence
• Customer-orientation
• Ambition
• Professional appearance

Education

• Minimum 2 A Levels plus GCSEs in Maths and English
• Technical and engineering qualification, for example NVQ, Level 3, Parts Distribution and Supply, Maintaining Automotive Vehicle

Experience

• Technical skills, knowledge and experience of the retail motor industry
• Experience of modern business methods
• Experience of vehicle legislation, consumer legislation and trade practices
• Experience in controlling clerical work, administration, organisation and financial matters
• Proven track record in managing people and systems
• Contact with distributors, fleet owners, trade outlets, shops selling parts and accessories
• Current driving license
• Computer skills, including experience of operating word processing and database packages, email and internet