Marriott Audi Ipswich - Sales Handover Specialist Apprentice VWG - Audi

Programme name: Customer Service Practitioner Standard (Level 2)

Employer description: Audi is an exceptional brand fuelled by a passion to create the ultimate customer experience, which is why we are looking to invest in apprentices who can help us achieve our ambitious plans. There’s never been a better time to join us, as we continue to enjoy massive success and unprecedented growth in the prestige car market. We are looking for the next generation of exceptional people to become part of our team and help us to delight our customers.

Job description: This job role has responsibility for co‑ordinating all required activities from the point of an agreed customer purchase, through to customer handover & follow‑up. This will include all actions to ensure compliance with all internal processes and associated regulatory requirements. Further responsibilities include all activities required to ensure the physical and digital sales vehicle presentation standards are adhered to and maintained at all times in accordance with the prevailing policies and guidelines. The key purpose of this role is to provide each customer with a bespoke and exceptional customer handover experience, whilst maximising all sales opportunities of all applicable products and services. Customer satisfaction & retention are within the primary objectives of this function, with particular focus on supporting the long‑term strategy of creating a mutually beneficial & sustainable customer ownership cycle. The Service department is vital to the success of our business. Our Customer Service Advisors play a pivotal role in delighting our customers and encouraging their continued loyalty.

Key Tasks & Responsibilities:

• Operate as the primary point of contact for all allocated customers upon reaching an agreement to purchase with allocated Sales Executive.
• Provide customers with all applicable information relevant to their specific purchase in relation to preparation standards/processes & anticipated timelines for handover.
• Establish a preferred method and frequency of contact with each customer, ensuring this is clearly and accurately recorded in relevant systems including appropriate customer contact permission preferences.
• Provide customers with details of all available merchandise and accessories for consideration during preparation stage.
• Provide follow‑up propositions to customers for any applicable vehicle maintenance plans and Insurance products (where opportunities exist depending on customer demands and needs outcome from Sales Executive consultation).
• Liaise with internal departments and any applicable third‑party contractors in order to arrange and complete all mechanical and cosmetic vehicle preparation, ensuring all preparation costs are within agreed parameters and timelines are adhered to.
• Process all administrative tasks required to ensure vehicle payments are processed and all Finance & Insurance products are activated in accordance with prevailing policies and financial regulatory requirements (FCA Compliance).
• Provide customers with ongoing contact as agreed throughout preparation stage, ensuring all relevant queries and requirements are anticipated and catered for.
• Utilise digital tools and resources to enhance customer experience dependent on customer preferences (including personalised video and product functionality video content where appropriate).
• Ensure customers are provided with access and appropriate guidance on all digital tools applicable in relation to delivery tracking (New Car) and vehicle Connectivity (WeConnect), ensuring digital account activations are processed in accordance with required process.
• Provide regular and appropriate summary updates to Sales team in order to ensure collective awareness of all customer interactions ‘post‑sale’.
• Conduct pre‑handover inspections & checks in accordance with prescribed process within the stipulated timelines. Arrange any remedial actions required and liaise with customers where delays or difficulties are anticipated in a timely and professional manner, seeking assistance where required. This extends to all applicable administration in addition to any and all vehicle checks.
• Ensure customer is aware of all requirements for handover to be completed in relation to part‑exchange considerations, documentation and vehicle ancillaries (spare keys, SATNAV discs/SD cards for example).
• Arrange and conduct vehicle handover with customer ensuring vehicle is fully prepared to the required standards. Handover to be conducted in accordance with customer bespoke requests considerations. This may extend to home deliveries where practicable.
• Part Exchange vehicle to be inspected prior to completion of handover. Images to be captured in readiness for trade listing where appropriate, any concerns identified beyond those captured during part exchange sales appraisal to be addressed in liaison with General Sales Manager and customer.