EMaC is a great place to build a career. We’re fresh in our thinking and we look to do things differently. We work in close partnership with vehicle manufacturers and dealerships to strengthen their aftersales relationships with their customers, creating positive experiences that lead to increased loyalty and greater revenues. We have an exciting opportunity to join our team as a Maintenance Specialist for our Cosmetic, Tyre and Alloy products.
Job purpose
The Maintenance Specialist plays a key role in providing exceptional support and engagement to a dedicated group of clients and their consumers. This position requires a deep understanding of the company’s products and services, as well as the ability to evaluate repair claims and address customer and client enquiries with professionalism and efficiency.
The Maintenance Specialist will be responsible for delivering prompt and effective first-line responses to repair requests, ensuring clients and consumers receive timely updates on repair progress and estimated delivery times. This includes supporting the booking process and managing the entire repair journey to guarantee a seamless experience. The role will specifically focus on cosmetic, tyre, and alloy wheel repairs.
Fostering strong relationships with all necessary stakeholders is also essential to ensure a smooth and positive experience for consumers.
Job Summary
* Repair Evaluation: Conduct thorough diagnostics and quality control checks on all repair requests to determine the appropriate outcome.
* Repair Support: Collaborate with skilled assessors to ensure repairs are completed efficiently and meet high-quality standards.
* Customer Support: Provide prompt, accurate, and professional assistance to customers via phone, email, and other communication channels.
* Liaise with Repair Network: Coordinate with approved repair network personnel, plan holders, and independent assessors to facilitate smooth repair administration.
* Issue Resolution: Address and resolve complex customer issues, escalating to management as needed.
* Product Knowledge: Stay up-to-date with company products and services to offer effective and informed support.
* Documentation: Record all customer interactions and resolutions in the CRM system accurately.
* Feedback: Collect and report customer feedback to contribute to the continuous improvement of products, services, and the overall customer experience.
* Performance Metrics: Meet or exceed key performance targets, including response time, resolution time, and customer satisfaction.
What you’ll need
* Experience in Damage Assessment: Proven background in assessing cosmetic, tyre, and alloy wheel repairs, with a particular focus on high-end or supercar clientele.
* Aftersales Expertise: Previous experience in aftersales within the automotive industry, particularly working with warranty and customer service for supercar or high-net-worth individuals.
* Communication Skills: Exceptional verbal and written communication skills, with the ability to engage professionally and clearly with customers.
* Problem-Solving: Strong analytical and problem-solving skills, able to quickly assess issues and determine effective solutions.
* Technical Proficiency: Skilled in CRM software and the Microsoft Office Suite.
* Team and Independent Work: Capable of working both independently and as part of a team, with a flexible and proactive approach.
* Customer-Centric Approach: High level of empathy and a strong focus on delivering outstanding customer experiences, ensuring client satisfaction at all stages.
What you’ll receive in return
* Generous Holiday Allowance: 25 days holiday (pro-rata), increasing up to 32 days with length of service, plus bank holidays.
* Employee Benefits Scheme: Access to a range of benefits, including the option to purchase up to 3 additional days of holiday, health cash plan, dental cover, travel insurance, life insurance, cycle-to-work scheme, and charitable giving opportunities.
* Employee Recognition: Be part of our Employee Recognition Awards to celebrate your contributions.
* Long Service Awards: Special recognition and rewards for long-term commitment to the company.
Job type
* Hybrid/On site
* Full time
* Permanent
* Salary: £28K-£30K (dependent on experience) plus up to £2400 commission per annum
* 1 in 4 Saturday – paid overtime (9am – 1pm)
Please be advised that this role will be subject to a Financial Records check and a Basic DBS
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