Intercounty Truck & Van Ltd has been operating as a Mercedes-Benz franchise for over 20 years, now covering the five counties of Northamptonshire, Cambridgeshire, Buckinghamshire, Bedfordshire and Lincolnshire with dedicated commercial vehicle dealerships to support our customer base.

We are currently looking to recruit an additional Bookings Co-ordinator to operate from our Wellingborough depot.

ROLE SUMMARY

As a Central Bookings Co-ordinator, you are an important member of the Service Team.

You are the first contact person for the customer and so have substantial influence on customer satisfaction and contribute significantly to the success of the entire service area.

You are responsible for the quality of the entire preparation and planning process for enquiries across multiple communication channels (email, telephone and connected vehicle data).

You are able to provide information on Mercedes-Benz commercial vehicle services and products, and you can also respond to queries about service-relevant topics.

COMPETENCIES

• Customer-oriented: you are an effective communicator with a keen understanding of customer satisfaction factors. You think and act with the customer in mind. You professionally implement all Mercedes-Benz processes and procedures to provide the best experience for your customer.
• Relationship-builder: you establish a quick, reliable and trustworthy rapport with customers and team members.
• Organised: you have excellent time management skills and work in a well-organised and structured way to prioritise tasks.
• Resilient: you are a consistent performer who can work under pressure. You deliver consistent performance in a fast-paced environment.
• Team player: you work well in a team and ensure frequent communication and engagement with others.

TASKS

• Create and manage all MOT, inspections and repair bookings for the group.
• Respond to all maintenance and repair requests, ensuring all customer and vehicle data is captured.
• Create new sets of customer and vehicle data in the dealer management system where required.
• Establish type and scope of work to be planned, including connected vehicle data.
• Ensure outstanding maintenance or repair items are included in the scope of work.
• Planning and scheduling all workshop resources to meet customer’s requirements.
• Creation of all necessary documents and supporting materials.
• Liaise with key stakeholders to ensure readiness for customer arrival.
• Confirm customer appointments.

EXPERIENCE

• Experience in customer contact and customer support.
• Experience in an automotive service operation or in a comparable role within the service sector.
• Basic technical knowledge and an understanding of service and parts.
• Basic knowledge of  Mercedes-Benz Commercial Vehicles
• Basic understanding of compliance associated with Commercial Vehicles
• Basic knowledge of service-relevant applications.
• Basic computer skills as well as general business knowledge.
• General IT knowledge of Microsoft Office applications.

Job Type: Full-time

Schedule: 8 hour shift, Monday to Friday

Experience: Customer service: 1 year (preferred)