Warranty Administrator

Location Jaguar Land Rover Crawley
Benefits
Working Hours Full Time
Salary Excellent Basic
Closing Date 19/07/2018

Harwoods Group is an automotive retailer representing prestigious car brands; Aston Martin, Audi, Bentley, Jaguar and Land Rover together with the truck brand MAN.We have a total of eighteen businesses providing sales and aftersales services across Sussex, Surrey, Kent and Hampshire.

Established since 1931, we are a successful and progressive third generation family owned business.In 2017 our turnover was £630m and we employed 900 people.We rank #6 in the Sunday Times ‘Top Track 250’, which league tables the UK’s private companies with a turnover of <£650m and <5,000 staff.

Our vision is to ‘create memorable experiences’.In other words, we believe that our role is to ensure our valued customers are offered the best possible experience in their interactions with our company.We feel it is equally important that our staff are well supported and are able to deliver these experiences working as one cohesive team.

With 98% of staff scoring positively when asked ‘I am fully committed to doing my best for the company”, we’re a safe bet for a job and a career.

Harwoods Land Rover Crawley was acquired from Guy Salmon (part of the Sytner Group) by the Group in early 2012, together with the accompanying Jaguar business. We offer both Land Rover sales and aftersales departments. In total, there are around 100 staff based at the site, which covers the Crawley, Gatwick, Reigate and Dorking territories.

Harwoods Jaguar Crawley was acquired from Guy Salmon (part of the Sytner Group) by the Group in early 2012, together with the accompanying Land Rover business. We offer both Jaguar sales and aftersales departments. In total, there are around 100 staff based at the site, which covers the Crawley, Gatwick, Reigate and Dorking territories.

Job Purpose

The role ofthe Warranty Administrator is to:

  • Ensure accurate submissions of warranty and goodwill claims on a daily basis and monitoring daily, weekly and monthly warranty reports.

Key Responsibilities

  • Administer warranty policy in the best interests of the business, manufacturer and customer.
  • To keep accurate records of warranty submissions, credits, rejections and customer contributions towards goodwill claims.
  • Ensure that all frontline staff complete records correctly when warranty is diagnosed on a vehicle.
  • Inform all relevant staff of forthcoming recall campaigns and changes in warranty/goodwill procedure.
  • Maintain knowledge on all warranty procedures and documentation. Support other staff members on all warranty related matters.
  • Maintain relationships with specialist repairers and manufacturer representatives.

Policies

All Harwoods employees are expected to comply with/adhere to all Harwoods policies and procedures and any additional manufacturer requirements relevant to their role.

Person Specification

Essential

  • Proof of Right to Work in the UK.

Experience

Essential

  • Motor industry experience.

Skills & Knowledge

Essential

  • Smart appearance.
  • Competency in numeracy, literacy and IT.

Competencies

Harwoods has 5 key competencies which describe the behaviours expected of all employees.For this role we are looking for applicants who can demonstrate all of the competencies below at the level described, as per the attached competency framework.

Delivering Memorable Customer Service

Provides customer service which creates ‘memorable experiences’ through meeting and exceeding customer expectations.

Level:

Team Member

High Performing Teams

Supports others to continuously improve performance. Seeks feedback on own performance, takes responsibility for own development & demonstrates Harwoods values.

Commercial and Operational Excellence

Understands the drivers of business performance and uses them to optimise commercial opportunities. Plans and manages processes, resources workflows efficiently.

Innovation & Improvement

Demonstrates openness to change and improvement. Proactively looks for more effective ways of doing things.

Brand Aligned

Knowledgeable of, aligned to and ambassador for the brand and adheres to brand standards.

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