Purpose of the Job
The Business Analyst supports the Commercial Manager by producing accurate, profitable, and competitive customer quotes and delivering insightful KPI and performance reports. The role plays a key part in revenue growth, revenue protection, customer retention, and operational decision-making through data analysis and commercial insight.
Key Responsibilities:
Customer Service & Relationship Management
- Schedule and manage customer appointments effectively.
- Accurately capture and confirm all customer and vehicle information.
- Record the customer’s concerns in detail to ensure all issues are clearly understood.
- Clearly communicate required work, associated costs, estimated timeframes, and payment terms.
- Liaise with customers regarding the availability of additional parts and any potential delays.
- Conduct follow-up calls where necessary to ensure customer satisfaction with services rendered.
- Ensure vehicles are handed over to the customer in a professional manner, either in person or by a responsible service advisor.
Job Order Preparation & Execution
- Prepare accurate job orders, ensuring proper documentation and supporting forms are used.
- Confirm customer creditworthiness and liability before proceeding with work.
- Uphold a "First-Time-Right" approach in all service dealings.
- Monitor job progress and ensure maintenance or repair orders are on track.
- Collaborate with technicians to confirm the scope of work and provide any necessary documentation.
- Adjust vehicle collection times with the customer and workshop when needed.
- Conduct quality checks on warranty and goodwill claims as necessary.
Billing & Documentation
- Ensure all paperwork is accurate, up to date, and aligned with service performed.
- Confirm billing is completed immediately following the completion of repairs or maintenance.
- Guarantee that invoices are accurate and ready at the time of vehicle collection.
- Ensure proper documentation and final checks are in place prior to customer vehicle return.
Workshop & Resource Coordination
- Conduct routine checks and assist in optimising workshop resource planning and loading.
- Report productivity or quality issues immediately to relevant personnel.
- Monitor workshop activities to ensure service timelines and quality standards are upheld.
General Administration & Compliance
- Remain up to date with current industry developments and best practices.
- Maintain a high standard of daily planning to ensure operational efficiency.
- Manage and control service department-related expenses.
- Ensure adherence to company Standard Operating Procedures, including dress code, policies, and customer service standards.
- Maintain professional conduct in all interactions.
Ensure that workplace areas are kept clean and presentable at all times.
- Comply with all Health and Safety regulations and ensure a safe working environment.
Skills Required:
- Customer service and communication
- Administrative and organizational skills
- Time Management
- Technical Understanding
- Proficiency in Microsoft Suite
- Problem-solving and analytical thinking
Minimum Requirements:
- Grade 12
- 2+ years experience within a service advisor role
- Experience in the retail motor industry is an advantage
Work Location: In person
