Aftersales Apprentice -Mercedes-Benz of Poole
The purpose of this role is to train and develop to have a depth and breadth of knowledge, skills and experience through all areas of the Aftersales department. This will enable you to support the Front of House / Parts team delivering a first class customer experience which will improve customer retention and loyalty.
College attendance will be in block release and candidates will be expected to travel to attend College.
Main Duties will include training and development to work towards:
The main duties and responsibilities of an Aftersales Apprentice will be to support all areas of the Aftersales department.
- Manage complete customer journey for a service visit, including VHC process, ensure the customer is kept informed throughout, without delay.
- To validate Dealer Management System (DMS) marketing records for existing customers or create new record for new customers.
- Update and correct vehicle records within DMS
- Using Dealer Management System (DMS) Workshop Loading module, schedule all work to maximise utilisation, ensuring that work is capable of completion in line with customer’s requirements offering an alternative booking if necessary.
- To offer all customers (unless leased vehicle) an estimate for work booked.
- To ensure that any customer mobility requirements are arranged if required and maintain appropriate schedules for courtesy cars and collection and delivery drivers.
Service Care Sales and Administration
- Receive all parts orders, interpreting customer requirements and give advice on any additional requirements or prices, matching orders against stock items and advising customer of any items which are not stocked or need ordering.
- Ensure that the image and levels of customer service within the department is in line with Company standards
- Ensure that all orders for despatch match customer order and that any shortages are highlighted, ensuring that all orders taken are fully completed, invoiced and despatched as scheduled and that the customer is kept fully informed of progress or of any problems.
- Develop and maintain professional relationships with all customers to gain new and repeat business.
Customer Service
- Ensure that all internal and external customers receive excellent levels
- Ensure that the department helps to promote services offered by other departments within the dealership.
- Identify any difficulties a customer may experience within any department and resolve these alongside the other departments within the team
Key Skills:
- Friendly, with a professional personal manner and committed to working and studying towards qualifications
- Organised and systematic approach to work
- Maths & English GCSE Level 4 plus
Hours of work are: 40 hours per week
Monday to Friday, 08.30 – 17.30 (with one hour unpaid break)
Job Type: Apprenticeship
Pay: £8.00-£12.71 per hour
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Life insurance
- Sick pay
- Store discount
Education:
- GCSE or equivalent (required)
Licence/Certification:
- Level 4 in English and Maths GCSE (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
