CSA/ESTIMATOR APPRENTICE REQUIRED
We are looking for a number of Customer Service Advisor/Estimator Apprentices to kick start their career at our Salisbury, Yeovil, Andover, Southampton and Poole branch.
Estimating:
Preparation of estimates where necessary.
Vehicle body condition inspections
Selection of correct repair method, in line with Manufacturers specified repair methods data, or by following the companies process if no manufacturer data is available.
Obtain repair methods and attach to job as per requirements.
Preparation of supplementary estimates where applicable.
Obtain revised repair methods and attached to the job where neccessary.
Operation of computerised estimating systems.
Negotiation with Insurance Engineers.
Maximise revenue within terms of contracts.
Maximise estimate conversion rate.
Utilise the Ford Write Off Avoidance programme
Communication with customers and provide additional estimates for any unrelated accident damage and up sell opportunities.
Mobile estimates when required.
Collection and Delivery of vehicles when required.
Ensure that the quality of work carried out is up to standard.
Order parts and components required for vehicle repairs
Process warranty claims
Relationships and Reporting Lines
External relationships with Insurance Company Engineers, Account, trade customers and general customers.
Directly responsible to the Bodyshop Manager
Functional relationships with:
- Reception staff
- Invoicing staff
- Accounting staff
Outside relationships with Insurance Company Engineers, trade customers and general customers.
Responsibilities
Estimating
Become expert, and maintain up to date knowledge of manual and computerised estimating systems.
Ensure latest version of estimating system is being used.
Attend necessary training and accreditation when required.
To ensure the correct repair method is chosen.
Estimates to reflect all work that has been completed.
Ensure all necessary supplementary estimates are submitted and can be substantiated with the aid of images when appropriate.
Estimates to maximise company revenue while ensuring them to be fair and reasonable.
Cultivate close and harmonious relationships with all customers. particularly major insurance company’s and trade customers.
Order correct parts at competitive prices for each job.
Build relationships with parts suppliers.
Negotiate parts discount structure with suppliers on a regular basis.
Customer Service Advisor
Ensuring the reception area is clean and presentable at all times
At all times promote a good company image
Ensure courtesy vehicles are cleaned prior to issue
Ensure courtesy vehicles are not issued without safety check completed
Report non-compliance
Comply with all relevant legislation: consumer, health and safety and employment
Ensure company property and money is secured and accounted for at all times
Ensure the department environment is clean and professional
Staff
To operate within the company guidelines for 'Equality & Diversity.
Measurements of Performance
Accuracy of estimates inc repair methodology.
Best possible price achieved.
Customer relationships.
Invoice revenue.
Ability to learn and use new systems
Productivity
KPI's as required by company
Profit from up selling
Technician training completed at industry leading Thatcham (3 year for fully qualified) & all admin training carried out via skill net (accounts role has potential to go through AAT after 1st year of skillnet)
We are looking for 1x applicant at our Edwards Ford branch in Salisbury, 1x applicant at our Yeovil Ford branch, 1x applicant at our Andover Ford branch, 1x applicant at our Southampton Accident Repair Centre & 1x applicant at our English Ford branch in Poole.
If you think you are the right person for the vacancy, please email Amy Mahasseb with your cover note and CV attached - amy.mahasseb@fmg-uk.com
*Note - please specify to Amy exactly which job role you are applying for and for which of our sites.
CUSTOMER SERVICE ADVISOR APPRENTICE REQUIRED
We are looking for an Customer Service Advisor Apprentice to kick start their career at our Andover Ford branch.
JOB PURPOSE:
To receive and record customer bookings and to load the workshop to the optimal level. To maintain the highest levels of customer care and assistance: To maximize customer profitability
Create a positive professional relationship with all customers, colleagues and staff to provide them with the finest customer service and satisfaction.
KEY RESULTS AREAS:
Drives Performance
Customer Care & Communication
Quality
Planning and Organisation
Interpersonal Relationships
Technical
Flexibility
Team Awareness & Personal Projection
DRIVES PERFORMANCE:
Booking vehicles in for estimates and for work provision
Monitoring progress through the workshop to enable enquiries to be answered
Informing and collecting of excesses of betterment due by customers
Processing credit card payments
Liaise with insurance company on inspection requirements and approvals
Keep customers informed of job progress and completion date/times
CUSTOMER CARE & COMMUNICATION:
Maintaining customer contact for updates, queries and collection
Understand customer needs and perception
Ensure a high level of customer service is provided
Treat customers fairly
Ensure that effective relationships are maintained and developed with internal and external customers by meeting their requirements and exceeding expectations
QUALITY:
Ensuring the reception area is clean and presentable at all times
At all times promote a good company image
Ensure courtesy vehicles are cleaned prior to issue
Ensure courtesy vehicles are not issued without safety check completed
Report non-compliance
Comply with all relevant legislation: consumer, health and safety and employment
Ensure company property and money is secured and accounted for at all times
Ensure the department environment is clean and professional
PLANNING & ORGANISATION:
Control of courtesy cars
Dealing with courtesy cars and collection/delivery of customer vehicles
Maintaining courtesy car bookings and paperwork, check sheets and mileage
Arrange or issue insurance cover for courtesy cars
Organisation of external vehicle logistics (Collection and delivery)
Creating and maintaining customers’ files
Responsible for the handling and processing of the customers’ vehicle, paperwork and payments
Utilise technology to maximise personal effectiveness
Plan workload to maximise personal effectiveness and opportunities
INTERPERSONAL RELATIONSHIPS:
Develop effective working relationships with colleagues
Develop and maintain effective working relationships with manufacturer
Communicate with management team on a daily basis
Encourage the open exchange of ideas and opinions
Interact with colleagues with a positive, constructive and professional approach
Willingly share knowledge, ideas and experience
Suggest ways of working between teams
TECHNICAL:
Carry out vehicle ‘Check-In’s’ procedures
Input purchase invoices to management system
Credit returned parts off the job and inform management
Maintain up to date knowledge of insurance company policies related to provision of courtesy cars
Ensure courtesy car agreement has date/time completed on 100% of vehicles
Completed cars are not released until confirmation of payment is given
Receiving Faxes, telephone calls and dealing with customers in person in a professional manner
Undertake training both internally and externally to improve knowledge
Complete any other appropriate department or management activities as specified by the Group Department Director
Able to use in-house computer systems effectively, updating in house and external management systems accurately and timely
Able to use general office equipment effectively
Will access, use or disclose customer information only when required to perform operational duties
Use computer facilities i.e. email, fax and internet in a professional manner and in accordance with company policy as detailed in the Employee Handbook
Comply with Health & Safety legislation to ensure safety and wellbeing of self, colleague, customers and visitors
FLEXIBILITY:
Undertake such other duties as may, from time to time, be reasonably requested
Recognise and adapt to the need for a flexible approach to working to achieve ultimate customer satisfaction
Respond quickly to change
Adapt own personal style to bring out the best in all situations
Use initiative to react to with a sense of urgency and consistency to challenges when presented
Become self-motivated with an ability to remain/project a positive attitude, even when under pressure
TEAM AWARENESS & PERSONAL PROJECTION:
Maintain quality standards of dress, attitude, customer care, honesty and Health and Safety in order to portray a professional image to customers at all times
Follow personnel policies and procedures including holiday periods, disciplinary codes etc. refer to the company handbook, available on the company intranet site.
Agree and accommodate all other reasonable requests as specified by management
KEY MEASURES:
Communication skills
Customer Satisfaction Reports
Accuracy of data input
Decision making skills
Non-compliance reporting
Attendance record
Management of administration e.g. customer files
LIMITS OF AUTHORITY:
May not grant credit beyond defined Company policy
May not buy or order on the Company’s behalf any equipment, stock or consumables without the written authorisation of senior management
Has no authority to hire or dismiss staff
May quote prices for products as specified by senior management
May not supply rental/loan vehicles on behalf of the Company outside of the Company policy
May not authorise (new or used) outside the Company policy warranty
RELATIONSHIPS:
Directly responsible to the ARC Manager
To maintain regular contact and working relationships with:
Technicians
Estimator
All customers- including Internal Customers
Other reception staff
Parts department staff
Administrators
Insurance companies
Warranty Administrator
Service and Sales department staff
Accounts department staff
Technician training completed at industry leading Thatcham (3 year for fully qualified) & all admin training carried out via skill net (accounts role has potential to go through AAT after 1st year of skillnet)
We are looking for 1x applicant at our Andover Ford branch.
If you think you are the right person for the vacancy, please email Amy Mahasseb with your cover note and CV attached - amy.mahasseb@fmg-uk.com
*Note - please specify to Amy exactly which job role you are applying for and for which of our sites.
We are looking for an Accounts Administrator Apprentice to kick start their career at our Yeovil Ford branch.
JOB PURPOSE:
To receive and process insurance/internal/cash arc invoices correctly & any errors are corrected @ site level or by arc accounts to maximize customer profitability
To maintain & control arc debt list to under 5% of total debt over 90 days old
Create a positive professional relationship with all customers, colleagues and staff to provide them with the finest customer service and satisfaction.
KEY RESULTS AREAS:
Drives Performance
Customer Care & Communication
Quality & consistency
Planning and Organisation
Interpersonal Relationships
Technical knowledge
Flexibility
Team Awareness & Personal Projection
DRIVES PERFORMANCE:
Processing invoicing daily
Monitoring invoicing issues & correction of errors in timely manor
Contacting debtors via phone/email/letter to chase outstanding money payable to Foray Motor Group
Processing remittances & business payments via cheque
Liaise with insurance company on audits & rejections
Produce insurance supplier statements monthly
CUSTOMER CARE & COMMUNICATION:
Maintaining customer contact for updates, queries and collection
Understand customer needs and perception
Ensure a high level of customer service is provided
Treat customers fairly
Ensure that effective relationships are maintained and developed with internal and external customers by meeting their requirements and exceeding expectations
QUALITY:
Ensuring invoices are correct & all relevant invoicing sla’s are met
Ensure the correct invoice has been received by insurance
Ensure data is accurate & valid
All payments are recorded correctly
At all times promote a good company image
Report non-compliance
Comply with all relevant legislation: consumer, health and safety and employment
Ensure company property and money is secured and accounted for at all times
Ensure the department environment is clean and professional
PLANNING & ORGANISATION:
Control of daily invoicing
Maintaining the notes on the arc debt list making sure accurate & correct
Issuing & reconciliation of supplier statements
Creating and maintaining customers files & filing system
Responsible for the confidential handling and processing of the customers’ vehicle, paperwork and payments
Utilise technology to maximise personal effectiveness
Plan workload to maximise personal effectiveness and opportunities
INTERPERSONAL RELATIONSHIPS:
Develop effective working relationships with colleagues
Develop and maintain effective working relationships with manufacturer
Communicate with management team on a daily basis
Encourage the open exchange of ideas and opinions
Interact with colleagues with a positive, constructive and professional approach
Willingly share knowledge, ideas and experience
Suggest ways of working between teams
TECHNICAL:
Maintain up to date knowledge of insurance company policies related to Invoicing & credit control
Process all sites invoicing in a timely manner & insure accuracy
Process all payments timely & accurately
Receiving Faxes/emails & telephone calls and dealing with customers/network managers/colleagues in person & remotely in a professional manner
Undertake training both internally and externally to improve knowledge
Complete any other appropriate department or management activities as specified by the Group Department Director
Able to use in-house computer systems effectively, updating in house and external management systems accurately and timely
Able to use general office equipment effectively
Will access, use or disclose customer information only when required to perform operational duties
Use computer facilities i.e. email, fax and internet in a professional manner and in accordance with company policy as detailed in the Employee Handbook
Comply with Health & Safety legislation to ensure safety and wellbeing of self, colleague, customers and visitors
FLEXIBILITY:
Undertake such other duties as may, from time to time, be reasonably requested
Recognise and adapt to the need for a flexible approach to working to achieve ultimate customer satisfaction
Respond quickly to change
Adapt own personal style to bring out the best in all situations
Use initiative to react to with a sense of urgency and consistency to challenges when presented
Become self-motivated with an ability to remain/project a positive attitude, even when under pressure
TEAM AWARENESS & PERSONAL PROJECTION:
Maintain quality standards of dress, attitude, customer care, honesty and Health and Safety in order to portray a professional image to customers at all times
Follow personnel policies and procedures including holiday periods, disciplinary codes etc. refer to the company handbook, available on the company intranet site.
Agree and accommodate all other reasonable requests as specified by management
KEY MEASURES:
Communication skills
Honesty & consistency
Key to key data
Accuracy of data input
Decision making skills
Non-compliance reporting
Attendance record
Management of administration
LIMITS OF AUTHORITY:
May not grant credit beyond defined Company policy
May not buy or order on the Company’s behalf any equipment, stock or consumables without the written authorisation of senior management
Has no authority to hire or dismiss staff
May quote prices for products as specified by senior management
May not supply rental/loan vehicles on behalf of the Company outside of the Company policy
May not authorise (new or used) outside the Company policy warranty
RELATIONSHIPS:
Directly responsible to the Group ARC Development Manager
To maintain regular contact and working relationships with:
Insurance company staff & Network managers
ARC Managers
Estimator
All customers- including Internal Customers
Other reception staff
Parts department staff
Administrators
Warranty Administrator
Service and Sales department staff
Accounts department staff
Technician training completed at industry leading Thatcham (3 year for fully qualified) & all admin training carried out via skill net (accounts role has potential to go through AAT after 1st year of skillnet)
We are looking for 1x applicant at our Yeovil Ford branch.
If you think you are the right person for the vacancy, please email Amy Mahasseb with your cover note and CV attached - amy.mahasseb@fmg-uk.com
*Note - please specify to Amy exactly which job role you are applying for and for which of our sites.
MET STRIP FITTER APPRENTICE REQUIRED
We are looking for a number of MET Strip Fitter Apprentices to kick start their career at our Salisbury, Southampton and Poole branch.
Scope:
To strip and rebuild mechanical, electrical and trim components.
Relationships and Reporting Lines:
Directly responsible to the Bodyshop Manager
Functional relationships with Estimator, CSA and other trades within the workshop.
Responsibilities:
Carry out repair operation to agreed method and standard.
At all times as and when possible work to times and standards as dictated by BS10125:2014+A1:2016.
Keep accurate and comprehensive list of additional parts required and initiate supplementary request form for approval.
Good housekeeping (Parts that are removed are not to be left in hazardous positions, all general waste is disposed of in the areas or receptacles provided).
Ensure that the vehicle is protected from further damage (repair permitting: windows are kept closed, open apertures are masked off, seat covers and steering wheel covers are fitted and plastic protection sheet is in place during all stages of repair).
Become familiar with Health and safety and COSHH requirements that relate to your function.
Communicate to the Manager on any defective and or damaged equipment.
Have consideration for fellow workers e.g. do not remove tools from another area without asking.
Keep general access to work areas free from obstruction and the work bay is cleaned at the end of the day.
Measurements of Performance:
Achievement of required standard of quality.
Required level of productivity.
Minimum level of rework.
Accurate and comprehensive completion of check list.
A clean tidy and safe work area.
No damage to vehicles while on premises.
Technician training completed at industry leading Thatcham (3 year for fully qualified) & all admin training carried out via skill net (accounts role has potential to go through AAT after 1st year of skillnet)
We are looking for 1x applicant at our Edwards Ford branch in Salisbury, 1x applicant at our Southampton Accident Repair Centre & 1x applicant at our English Ford branch in Poole.
If you think you are the right person for the vacancy, please email Amy Mahasseb with your cover note and CV attached - amy.mahasseb@fmg-uk.com
*Note - please specify to Amy exactly which job role you are applying for and for which of our sites.
PANEL BEATER APPRENTICE REQUIRED
We are looking for a number of Panel Beater Apprentices to kick start their career at our Salisbury, Yeovil, Southampton and Poole branch.
Scope:
Operation of body alignment jigs.
Body panel straightening and filling.
Replacement of panels.
Welding and bonding of vehicle structure.
Completion of vehicle check sheet.
Relationships and Reporting Lines:
Directly responsible to the Bodyshop Manager
Functional relationships with the Manager, CSA Estimator and other workshop staff.
Responsibilities
Carry out repair operation to agreed method and standard.
At all times as and when possible work to times and standards as dictated by, Thatcham, Insurance company guidelines, Manufacturers standard and or company policy.
Keep accurate and comprehensive list of additional parts required.
Good housekeeping (Panels that are removed are not left in hazardous position, all general waste is disposed of in the areas or receptacles provided).
Ensure that the vehicle is protected from further damage (repair permitting: windows are kept closed, open apertures are masked off, seat covers and steering wheel covers are fitted and plastic protection sheet is in place during all stages of repair).
Check that removed parts are not stored in the vehicle or on the roof or bonnet.
Become familiar with Health and safety and COSHH requirements are related to your function.
Communicate to the Manager on any defective and or damaged equipment.
Have consideration for fellow workers e.g. do not remove tools from another area without asking.
Keep general access to work areas free from obstruction.
Technician training completed at industry leading Thatcham (3 year for fully qualified) & all admin training carried out via skill net (accounts role has potential to go through AAT after 1st year of skillnet)
We are looking for 1x applicant at our Edwards Ford branch in Salisbury, 1x applicant at our Yeovil Ford branch, 1x applicant at our Southampton Accident Repair Centre & 1x applicant at our English Ford branch in Poole.
If you think you are the right person for the vacancy, please email Amy Mahasseb with your cover note and CV attached - amy.mahasseb@fmg-uk.com
*Note - please specify to Amy exactly which job role you are applying for and for which of our sites.
We are looking for a number of Painter Apprentices to kick start their career at our Yeovil, Andover and Southampton branch.
Scope:
Prepare panels for paint application
Mask adjacent areas to prevent over spray
Apply paints and lacquers
Apply seam sealant as required
Polish and flat
Carry out minor repairs where applicable
Relationships and Reporting Lines
Directly responsible to the Bodyshop Manager
Functional relationship with paint supplier and technical support
Functional relationships with Estimators, Manager, CSA and other trades within the workshop.
Responsibilities
Carry out repair operation to agreed method and standard.
At all times as and when possible work to times and standards as dictated by, Thatcham, Insurance company guidelines, Manufacturers standard and or company policy.
Keep accurate and comprehensive list of additional parts required.
Good housekeeping (Panels that are removed are not left in hazardous position, all general waste is disposed of in the areas or receptacles provided).
Ensure that the vehicle is protected from further damage (repair permitting: windows are kept closed, open apertures are masked off, seat covers and steering wheel covers are fitted and plastic protection sheet is in place during all stages of repair).
Check that removed parts are not stored in the vehicle or on the roof or bonnet.
Become familiar with Health and safety and COSHH requirements are related to your function.
Communicate to the Manager any defective and or damaged equipment.
Have consideration for fellow workers e.g. do not remove tools from another area without asking.
Keep general access to work areas free from obstruction.
Carry out weekly stock orders ensuring stock isn’t over ordered.
Carry out driving where necessary.
Measurements of Performance
Achievement of required standard of quality.
Required level of productivity.
Minimum level of rework.
Accurate and comprehensive completion of checklist.
A clean tidy and safe work area.
No damage to vehicles while on premises.
Technician training completed at industry leading Thatcham (3 year for fully qualified) & all admin training carried out via skill net (accounts role has potential to go through AAT after 1st year of skillnet)
We are looking for 1x applicant at our Yeovil Ford branch, 1x applicant at our Andover branch & 1x applicant at our Southampton Accident Repair Centre.
If you think you are the right person for the vacancy, please email Amy Mahasseb with your cover note and CV attached - amy.mahasseb@fmg-uk.com
*Note - please specify to Amy exactly which job role you are applying for and for which of our sites.
