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 bodyshop operation is capable of delivering agreed targets
• Attract and retain customers
• Develop, agree and manage service level agreements with insurance companies
• Ensure compliance with relevant guidelines
• Ensure processes are effective at converting work into efficient bodyshop flows
• Analyse data and prepare reports
• Manage performance against budget
• Co-ordinate with other departments
• Maximise bodyshop productivity within limits
• Maximise bodyshop facilities utilisation against targets
• Use technology effectively

Business Focus

• Work with other departments 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 GCSEs in Maths and English
• NVQ, Level 3, Vehicle Maintenance or equivalent technical/engineering qualification

Experience

• Experience of controlling clerical work, administration, systems and financial matters
• Proven track record in managing people and systems
• Experience of working in a technical environment
• Knowledge of vehicle legislation, consumer legislation and trade practices
• Current driving license
• Computer skills, including experience of operating word processing and database packages, email and internet