AddressWandahome, Knottingley is one of the country's leading retailers of leisure touring vehicles. Established for over 70 years, Wandahome, Knottingley is a family run business, selling new and used caravans and has an NCC Approved workshop along with a large awning and accessories shop.
The workshop and showroom have recently undergone a major refurbishment to upgrade the facilities for staff and customers. The workshop now has 6 large bays in a high tech workshop.
The Company retails new models of Coachman, Elddis and Bailey caravans and also sells a selection of pre-owned models.
We are currently looking to recruit a bright, self-motivated, reliable and customer facing individual to work as a Warranty Advisor in our busy Aftersales Department.
Reporting directly to the Technical Director, the successful candidate will be responsible for the administration and customer service of the aftersales department.
The candidate will be responsible for answering emails, dealing with customers face to face and over the phone in an efficient manner and assisting them with warranty and servicing requirements. The candidate will also be required to liaise with the manufacturers and third parties in order to assist with customer queries and warranty claims. The candidate will also liaise with the aftersales receptionist and the workshop team in order to communicate customer messages and requirements effectively.
Although previous experience in a similar role would be advantageous, on the job training will be provided to the successful applicant. The main criteria is a willingness to learn, reliability, accuracy with data and a desire to provide excellent customer service. The duties will include but are not exclusive to:
Customer Service Responsibilities:
- Deal with customer aftersales queries or complaints over the phone, in person or via email by assisting customers in resolving issues concerning products they purchased or services provided to them whilst providing exceptional customer service and assessing what can be done to suit both the needs of the customer and the business based on dealership and manufacturer guidelines.
- Ensure all customer queries are followed up in a timely manner.
- Providing customers with reasonable estimates of the costs and times for the repair or maintenance work.
- Manage customer expectations by keeping them regularly informed with updates on their parts arriving or warranty claims.
- Liaise with manufacturers to submit warranty claims for customers to obtain parts though the manufacturer computer systems.
- Taking payments from customers where this is applicable.
- Build and maintain smooth relationships with customers to obtain loyalty.
- Book in and check parts deliveries received from manufacturers, ensuring anomalies are corrected by submitting delivery errors to the manufacturers. Following this, contacting customers to advise parts have arrived for completion of the work and book them into the diary.
- Maintain accurate and up to date aftersales records electronically.
Administrative Responsibilities:
- Be computer literate - must be able to communicate professionally via email, accurately record aftersales data and input warranty claims.
- Deal with warranty claims on behalf of the customers by liaising with manufacturers in a clear, concise and professional manner and ensuring all documents required by the manufacturers are available, complete and entered onto the correct manufacturer system.
- Verify and follow up on orders for parts which customers are waiting on.
- Be able to report problems and issue warranty claims to the manufacturers regularly whilst remaining familiar with the manufacturers warranty conditions and policies.
- Ensure customer files in the aftersales department are up to date and easily accessible.
Candidate must be able to:
- Demonstrate a committed and professional approach to working with customers to provide solutions and educate customers.
- Maintain a standard of honesty and integrity.
- Develop productive and cooperative relationships with other departments within the organisation to ensure the success of the business.
- Work with minimum supervision, anticipating issues and potential problems and taking necessary action where it is appropriate.
- Perform other tasks based on management requirements and instructions.
The ideal candidate should strive to achieve the highest level of customer satisfaction and maintain the highest level of professionalism at all times. It is not a requirement for the candidate to have knowledge of touring caravans, training will be provided on the job.
Due to the location of the site, the successful candidate should ideally have their own transport as there is limited public transport to the area. Staff carparking is provided.
The position is 5 days a week, Monday to Friday:
Summer Working Hours (March to October)
Monday to Thursday: 8:30am-6:00pm
Friday: 8:30am-5:00pm
Winter Working Hours (October to March)
Monday to Friday: 9:00am-5:00pm
The above job description is a guide to the work you may be required to undertake but does not form part of your contract and may alter from time to time to reflect the changing of circumstances.
Job Type: Full-time
Salary: £11.00 per hour
Benefits:
- Free parking
- On-site parking
Schedule:
- Day shift
- Monday to Friday
Experience:
- retail or customer service: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
