Citygate

Outline of the role:

To estimate customer retail, warranty and internal vehicles and convert into bookings to achieve key targets, profitability and deliver customer satisfaction and strive for continuous improvement.

Key Task

To lead the Bodyshop Team in line with the skills and behaviours associated with the Citygate Experience and Brand Values

Managing the day to day operations of the Bodyshop reception to ensure the achievement of key targets (e.g. BodyShop loading, customer journey, estimate conversion rates, labour sales, movement of vehicles between sites requiring a full driving licence, movement of vehicles onsite and identifying current body damage for vehicles in the service department car park. This includes preparing an estimate or quotation and presenting it to the customer. Measurement of performance by estimate conversion rate).

Continuously reviewing and improving Bodyshop processes and systems to deliver increased levels of customer satisfaction whilst maximising profitability and quality of workmanship. Measurement by estimate conversion and departmental financial performance.

Working with colleagues across Citygate to investigate and resolve customer complaints and satisfying manufacturer franchise standards relating to customer satisfaction performance, together with onsite and offsite managers

Achieving estimating standards and kpi’s together with manufacturer balanced score requirements.

SMART estimating within the service department with full functional and operational use of bodyshop estimating and workshop loading systems

Maximising the upsell opportunity by identifying additional body repairs over and above damage noted by the customer or insurance company and presenting an estimate or quotation to the customer. Carry out invoicing utilising Kerridge and Audatex systems when necessary.

Comply with all training requirements, both internal and external and attend training courses as required

Providing advice and sign-off on key issues

Oversee paint warranty claims processing, ensuring manufacturer's requirements are strictly adhered to and ensure continuous communication with the vehicle owner

To plan and manage resource requirements, such as tooling, computer equipment and human resources

Ensures opportunities for sales by other teams are followed up by the most appropriate specialist

Expectations

• To achieve agreed financial and operational performance objectives
• To professionally manage and train the Bodyshop Team providing leadership and promoting an environment in which high productivity is encouraged and achieved together with the support of bodyshop management and following the Citygate “Vision and Values” standards
• To achieve continual improvement in the standard of customer care and to attain customer service levels in keeping with agreed standards
• To ensure all members of the Bodyshop Team understand the implications of the Citygate Experience for their role and to monitor performance against agreed customer service targets
• To work as a full member of the dealership team
• To work with colleagues and other teams across Citygate to provide a seamless and excellent service to customers
• To ensure compliance with Health and Safety policy

• To comply with company and manufacturer procedures
• To promote a positive Company image at all times
• To promote good departmental and inter-departmental team spirit
• To maintain a high standard of personal presentation at all times
• To report any serious problems or concerns without delay

Key Success Criteria

• Estimate efficiency
• Achieving minimum national average Balanced Scorecard results
• Conversion rates Body shop loading (hours booked)
• Management of KPI’s
• Productivity
• Customer satisfaction
• Team working across Citygate (especially with Service and Parts)
• Relationships with insurance companies