Customer Service Representative Apprentice

What will you be doing?

• Be a customer contact and point of reference for the Dealerpoint.
• Create, maintain and communicate the VOSP service plan to customers as appropriate.
• Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects.
• Load workshop schedule to maximise capacity utilisation.
• Maintain customer contact information on all Operational Systems.
• Liaise with Dealer Responsible to ensure all resources are available in advance of scheduled work (labour and parts).
• Ensure all MOT appointments are booked, planned in, and communicated to customers in a timely manner.
• Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract.
• Manage Fusion quotes, repair orders and sales invoices as appropriate.
• Manage bookings for courtesy cars.
• Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation and reporting of all work.
• Follow up after vehicle visit to check customer satisfaction and log all correspondence and where needed escalate any concerns from the interaction with the customer so the appropriate action is taken to resolve it and prevent it from occurring.
• Promote the benefit & features of Volvo Service Point Online.
• Take personal responsibility to ensure customer reception area is maintained to a professional standard.
• As CSR we serve as the face of the company and therefore all efforts should be geared towards portraying oneself in line with our values.
• Complete the endpoint assessment to become fully competent.
• Support and always assist other team members especially during peak hours and holiday cover.
• Any other duties that may be reasonably requested by your manager.

Key Details

Here at Volvo, we pride ourselves on product innovation and excellence. We provide a commitment to our customers that they will always receive second to none service levels – to do this we must ensure that our people are trained to the highest possible standards. A successful business demands a skilled workforce to improve its bottom line. A skilled workforce demands training and knowledge. That is why we created the Volvo Apprenticeship Programme. We provide all our apprentices with the skills needed to become fully qualified and competent individuals with a secure vocation at Volvo. A Volvo trained apprentice will become a top class asset to our business for years to come, we like to invest well into our future.

Training to be Provided: Level 2 Customer Service Practitioner. This apprenticeship is delivered through work based learning, this means that all training is done at the workplace eliminating the need to attend college. The successful candidate will be allocated a tutor who will provide a mixture of interactive online group teaching and 1-1 training monthly.

Skills Required: Communication skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Analytical skills, Logical, Team working, Creative, Initiative, Non judgemental.