Job Function: Working in conjunction with the Service Team, responsible for ensuring all administrative and workshop tasks are completed daily including invoicing, WIP, workshop control, Job Story writing, warranty admin, logging technician hours, monitoring machine telematics making proactive calls, upselling repairs, taking breakdown calls from customers. Dealing with customers in a professional, prompt, and courteous manner, portraying a positive impression of the Service Department from start to finish through high levels of customer service. To support the Service Team while providing customers with the best possible experience and driving an efficient workshop. Essential Duties: Point of contact for the Service Department. Scheduling jobs, carrying out pre and follow-up calls and making proactive calls to upsell repairs and update customers where required. Chase up Quotes/Estimates checking they’re generated and sent to the customer for prior approval. Finalising/processing invoices on competition of work required and dealing with queries. Assisting the Service Manager with invoicing and ensuring all possible WIP is under 30 days. With support, coordinating the workshop jobs daily for all techs and apprentices. Ensuring all service processes, policies and warranty guidelines are followed. Collating and inputting technician and apprentice hours daily. As part of a team providing out of hours telephone support on a rota basis. Managing our Customer Service Agreements. Reviewing workshop performances and workflow with the Service Manage On Call Arrangements: Winter rota - e.g. 1 in 8 weeks on call out of hours from Monday – Sunday on the phone including answering calls from customers and liaising with technicians regarding call outs. Summer rota - e.g. 1 in 3 weeks on call out of hours from Monday – Sunday on the phone including answering calls from customers and liaising with technicians regarding call outs. Skills & Qualifications: – Able to communicate effectively with customers both verbally and in writing. – Well organised, methodical, and able to remain calm under pressure. – Previous experience of working in/running a workshop or some technical knowledge would be an advantage but is not essential as training will be given. – With training and support, able to run a workshop, directing technicians as required. – Good time management and a passion for drive, efficiency, and attention to detail. – A good level of IT literacy and a competent user of Microsoft based applications (Excel, Word) and a willingness to learn in-house systems including Gold, Scheduler and CRM (training will be given).