DEPARTMENT: Owners Exclusive

PURPOSE: To manage the Repairs, Maintenance & Warranty service to caravans on the Park. (This may or may not include Hire Fleet & Team units)

LOCATION: Park based

REPORTING TO: Owner Services Manager (where applicable) or Sales Manager supported by the Owners Exclusive Support Team based at Hemel Hempstead

REQUIRED EXPERIENCE: Along with previous customer service experience, the successful candidate should be able to demonstrate passion, determination and commitment to delivering an outstanding level of service and effective problem solving. Knowledge of Warranty/Repairs and Caravan Park operations would be highly desirable

KEY RESPONSIBILITIES

Customer Experience

• Responsible for the Repairs & Warranty service offered on Park with an emphasis on the ongoing communication with the Owner throughout. There must be an understanding that service excellence is the main driver to grow the value of the Owner base.

Financial

• Optimise the value within the Owner Base thereby striving to deliver KPI targets. The lists below are not exhaustive

1. Financial targets to include:

• Maximising the repairs billing amounts ensuring all chargeable jobs are billed in a timely and accurate manner
• Managing correct billings to cost codes (ASSS, XREO, HHFR)

2. Non financial targets to include:

• Owner satisfaction using the Cutting Edge Owners Survey especially sections relating to ‘Repairs & Service’ and ‘The Four Weeks after Handover’
• Number of outstanding Warranty/Repair jobs by age
• Manage and control Aftersales budgets, continuously seeking cost and revenue optimisation.

CORE Competencies

Owner Service ethic

Problem Solving

Strong Communicator

Commercial Understanding

Relationship Building

Decision Making

Requirements

Key Processes to be managed (may include Hire Fleet)

• Repairs & Warranty process from recording the job to its completion and maintaining the communication with the Owner throughout
• Repairs & Warranty Process for ex-fleet or part exchange caravans ready for re-sale
• Ensuring Repairs are satisfied for caravans prior to customer handover
• PDI process for new caravans
• Insurance Claim validation and Management
• Responsible for the coordination and billing of all safety checks and winterisation
• Quote and manage additional services for caravans (Verandas, patios, carpets, upholstery)
• Ordering parts and ensuring stock levels of critical and regularly used items
• Billing of utilities (gas, water, electricity) ensuring compliance with legislation

Other responsibilities (To carry out or to be involved with)

• Liaison with the Sublet Coordinator/Manager and HEM regarding sublet repairs
• Responsible for the administration of the Ramtech Alarm system
• Attend handovers with the CSP/SM

Bourne Leisure Limited - 11 months ago