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Customer Care (Fixed Term - Maternity Cover)


Our Reference: J5137

Job Terms: Apply Direct

Location: South

Salary: Dependent on Experience

Job Category: Administration


Reporting to: Operations Director & Sales Director Overall responsibility for promoting the Customer Care Programme within Ancasta International Boat Sales. Responsibilities to include but not be limited to the following: * Liaising with aftersales team to ensure balance between fairness and optimum customer satisfaction through warranty - customer care - service cost centres. * Ensuring customer experience within Ancasta is maximised, in all areas of the business. * Advising customers about general maintenance, servicing schedules and warranty deadlines. * Part of sales, commissioning, handover and aftersales processes development. * Meeting new owners on handover days, arranging follow up visits which often involves overseas trips so travel arrangements will need to arranged. * Annual checks maintained to ensure warranty remains valid, to include scheduling in technicians to attend and travel arrangements organised. * Driving pro-active service work sales and responding to customer requests, in the UK and overseas. * Participation in the Ancasta Events Programme, delivering motor boat rallies, events and owner rendez-vous. * Driving retail sales of all Ancasta Group products and services, proactively generating new sales opportunities from the Group's customer base for marine equipment and services, including for the HYSRR Workshop, Engineering and Rigging businesses. * Providing a post-handover "Account Management" service to all Ancasta boat sales customers, specifically for on-going new requirements, maintaining excellent working relationships with customers and providing a single point of contact for their on-going needs. * Providing assistance to resolve customer issues and complaints within the Operations team. * Working closely with colleagues and suppliers to ensure that quotations are delivered on time to customers' expectations and proactively followed through to closure. * Providing input to and supporting the Group Marketing team in planning and execution of specific marketing campaigns to the customer base, promoting the benefits behind Ancasta Service. * Providing a service at national boat shows in terms of representation of the operations and aftersales team. * Liaising with both the Operations Director and Sales Director, if it is felt that there is a value to a case of usage of the New Boat customer care income stream. * Receiving & logging calls / emails relating to Service requests and executing as required. * Ensuring that the customers are kept fully informed of the progress and status of all work being carried out and that work is completed within expected / reasonable timescales. * Maintaining detailed schedules to ensure up to date information is available to all with regards to the status of all the work * Maintaining and developing a healthy rapport with our own technicians, contractors and counterparts within the factories to ensure that a professional and efficient service is delivered. Ensure that the standards offered are in line with our own expectations. * Following the standard operating procedures for raising claims, purchase orders and invoice requests. * Maintaining highest levels of administration. * Maintaining a flexible and appropriate approach towards every owner in order that the highest level of customer service is provided and that owners consider Ancasta considerate and professional towards their requests Person specification: * Recent and relevant experience of after sales/customer care within the marine leisure industry * Strong customer service and administration skills * Warm personality and willingness to listen and help * Excellent attention to detail * Working knowledge of both motor and sail boats * Flexible attitude to work * Good IT skills Key success factors: * Regular communication and reviews will be required with Director of Operations and other colleagues across the business to ensure the role evolves to be successful, contributing incremental margin to target levels and beyond. * Acquisition of product knowledge and anecdotal understanding by experience on-board new boat products as much as possible, including deliveries and test- sails. Location: Port Hamble, near Southampton Terms: This is role is for a fixed term to cover maternity leave. Salary is dependent on skill and experience. Hours of work are between 9.00am to 5.30pm with occasional weekend and/or Bank Holiday working as required. To Apply: Please send your CV and cover letter direclty to Ancasta via the 'apply' button below closing date for applications is Friday 9th March 2018