Promote and Support an Environment of Strong Customer Service in Conjunction with NPS Results
FUNCTION: OPERATIONS
REPORTS TO: BRANCH MANAGER
Job Description
Role Overview
- To ensure vehicles are available as quickly as possible through the service centre and a network of external service centres and body shops locally having completed legal, quality and timely services, preventative maintenance and repairs.
- Build and maintain strong local rapport with local suppliers and sub-contractors through regular documented meetings.
- Promote and support an environment of strong customer service in conjunction with NPS results
- Responsible for ensuring delivery of key Company objectives and goals.
Key Responsibilities & Accountabilities
- People. To be responsible for the recruitment, retention, development and leadership of a high calibre and high performing team thereafter Manage resource;
- Recruitment, retention & development
- Succession planning
- Disciplinary & grievance management
- Staff performance reviews and PDP’s
- Induction & training
- Training matrix
- Holiday & absence management
- Rotas & shift management
- Customer service/workshop. To ensure that all customer interactions are positive and handled in a timely and professional manner with the aim of being their first choice destination for vehicle hire and services in the community.
- Telephone contact and manner.
- Keeping customers up to date with events.
- Booking events.
- Complaints and Queries
- Managing customer relationships via periodic visits
- Workshop. To get vehicles back on the road having completed safe, legal and compliant services, maintenance and repairs (scheduled and unscheduled) promptly and cost effectively while ensuring accuracy and compliance with all procedures and documentation.
- Scheduled & unscheduled vehicle service, maintenance & repair. Inc bodywork
- Prioritize & minimize VOR
- Ensure the Management of 3rd party contactors is in line with the Northgate objectives
- Preventative maintenance
- Recall management
- Minimize vehicle downtime
- Maximising Productivity, Efficiency and Utilisation (PEU).
- Job card management & control
- Accuracy and timely submission of all compliance related documents
- Maximize warranty jobs and revenue
- Collaboration with rental team:
- on damage management & processing
- to maximize availability
- Breakdown & recovery
- Identification of any potential sales / de-fleet opportunities
- Compliance (Workshop & vehicles)
- Workshop audits
- Ensure security of processes and assets.
- Stock management & control
- Quality management and checking of work as appropriate
- Health, Safety & Environment. To establish a robust health, safety and environmental culture with absolute compliance to regulations.
- Admin compliance
- Communication risk assessments and COSH data
- Use of PPE and appropriate training
- Audits & reviews
- Toolbox talks,communication and training
- Workshop safety
- Accident reporting & investigation
- Daily, weekly, monthly and other checks
- Culture
- Collaboration with Branch Manager & Regional HSE Advisor.
- Support Branch Manager in potential site improvements and repairs.
- Maintain Alliance equipment regular ensuring defected items are actioned within the designated time period
- Financial.To establish robust controls and follow procedures in respect of the financial and administrative areas of workshop activity and to deliver actions that influence the numbers in the right way:
- Workshop operating statement
- Financial performance
- Budgets & forecasts
- Query resolution
- Management & control of external costs
- Ensure all costs and revenue are properly authorised and accounted for
- Filing & record keeping
- Audits & reviews
- Financial documents
- All other records & documents as required by group policy
- Business planning.To establish, deliver and regularly review action plans that will ensure continuous improvements for the workshop:
- Financial & operational KPI reviews
- Action planning for continuous business improvement
- Problem solving & decision making
- Management reporting
- Business review
Person Specification
Education/Qualifications and Training
Essential
- Maths & English GCSE or equivalent.
- City & Guilds or equivalent level 1, 2 & 3 or equivalent.
- Full valid driving licence.
- IT literate
- BSC Health & Safety Level 2
Relevant Experience / Skills
Essential
•Proven management, leadership & development skills.
•Minimum of 12 months previous supervisory experience, working within a vehicle workshop environment.
•Ability to perform in a pressurised environment.
•Team player with the ability to adapt to change.
•Competent user of Microsoft Office products.
•Good supervisory and administration skills.
•Qualified mechanic with time served experience.
•Good general education.
•Workshop and supervisory experience essential.
•IT literate.
•Proven track record of delivering excellent customer service.
•Self-Motivated and commercially driven.
•Ability to communicate at all levels across all domains. / Desirable
- HGV Experience.
- Previous experience of working for a National organisation.
- Previous experience of working within a vehicle rental organisation.
Company Values and Competency Framework
At Northgate we have three shared values that form a key part of how we achieve our vision.
Our Values
- Customer First
- Embrace Change
- Teamwork
- Keep it Simple