Job mission

As you may be the first contact that customers will have with our company, you are expected to demonstrate superior customer service skills that will exceed our customer’s expectations for the repair, replacement and supply of glass. In doing so, branch sales, revenue targets and other key targets will be met and the company will achieve its vision to be the natural choice in glass for all New Zealanders.

Major responsibilities

• Respond to all enquiries and take ownership of the call.
• Assess damage to vehicle glass and correctly identify a repair or replacement.
• Correctly identify all glass products.
• Source parts new or second hand.
• Liaise with Customer/Insurers/Technicians/Glaziers.
• Using planning tools to ensure effective time management of Technicians/Glaziers.
• Ensure accurate data input of information to create a Job Authority.
• Correctly process all creditors, Goods Return Notes and Branch Stock Transfers.
• Prepare the daily banking.
• Any other duties that the Branch Manager requires you to do.

Expected position outcomes

• At all times be friendly and professional when dealing with stakeholders.
• Be familiar with and adhere to all Policy, Procedures, Systems and Workplace Standards.
• Maintain a professional image through personal grooming and a clean company uniform at all times.
• Contribute to a safe working environment through understanding and practicing OSH responsibilities and standards.
• Always endeavour to maximise sales opportunities.

Requirements for position

• Minimum - current restricted Drivers Licence.
• General knowledge of motor vehicles.
• Strong customer service skills. Adaptability and flexibility.
• Demonstrable attributes that reflect:
  • Attitude
  • Initiative
  • Enthusiasm
  • Approachability
• Accurate data entry skills
• Ability to manage competing priorities – “juggle the balls in the air”
• Professional telephone manner
• A passion for people

Job mission

As you are likely to be the first contact that customers will have with our company, you are expected to demonstrate superior customer service skills that will both delight our customers and exceed their expectations.

You will contribute to meeting the Team’s conversion rate by receiving and responding to inbound telephone calls in designated times in a friendly, professional manner and by converting customer enquiries into sales. In doing so, branch sales revenue targets will be met, satisfying all stakeholders in the business, and the company will achieve its vision to be the natural choice in glass for all New Zealanders.

Major responsibilities

• Receive and process all inbound telephone calls within the service and quality standards. Assess incoming calls and provide quotations and information as appropriate and in accordance with procedures manual, client guidelines and policy.
• Ensure that the sales component of the call is followed through professionally and closed.
• Use close of sale techniques to ensure the required conversion rate is met.
• Immediately or by the end of each shift, provide a report outlining the circumstances where service has not been within the guidelines.
• Assist with the day to day running of operations, in conjunction with the Team Manager and Contact Centre Manager.

Expected position outcomes

• At all times be professional in dealing with the stakeholders in our business.
• Maintain a presentable image of self, ensuring the company uniform is worn at all times (where applicable).
• Contribute to a safe working environment through understanding and practicing OSH responsibilities and standards.
• A thorough understanding of computer based systems and administration systems.
• Always endeavour to maximise sales opportunities.
• Be familiar with, demonstrate an awareness of and adhere to our Vision, Mission and Values, all company Policies and Procedures, Systems and Workplace Standards.

Requirements for position

• Outstanding customer service skills.
• Adaptability and flexibility.
• Demonstrable attributes that reflect:
  • Initiative
  • Enthusiasm
  • Approachability
  • Attitude
• Accurate and timely computer keyboard skills
• Excellent telephone manner
• A passion for people

Job mission

To deliver a superior and professional customer service experience, thereby exceeding the customers’ expectations for the repair or replacement of vehicle glass. By doing so, will meet branch sales revenue targets and help achieve the company’s vision to be the natural choice in glass for all New Zealanders.

Major responsibilities

• Repair windscreens in line with NZ Transport Agency regulations.
• Replace vehicle glass to the manufacturers’ specifications.
• Repair and replace glass in accordance with Belron^® “Quality Starts with Safety” methods and Quality Standards.
• When a windscreen is removed, check for rust and replace within strict accordance of company policy.
• Ensure all glass is stored safely in appropriate racks.
• Report all glass breakages to Supervisor/Manager.
• Participate in and successfully complete the technical training programmes.
• Ensure your work environment is clean and tidy.

Expected position outcomes

• Use and maintain correct tools, products and procedures as per the Technical Manual and company requirements.
• Minimise breakages.
• Due diligence and care taken when dealing with customer and company property.
• Check all vehicles for damage prior to commencing the job. Note any damage on the pre-job inspection sheet and ensure the customer signs their acceptance.
• Ensure vans, tools and equipment are secure when unattended.
• Maintain flexibility with work hours to meet customer demands.
• At all times be professional in dealing with the stakeholders in our business.
• Contribute to a safe working environment through understanding and practicing OSH responsibilities and standards.
• Maintain knowledge of and adhere to all current company policies, procedures and systems, as well as process and workplace standards.
• Build and maintain good relationships with all stakeholders in the business.
• Maintain a presentable image through good personal grooming and a clean company vehicle and uniform at all times.
• Maximise every sales opportunity.

Requirements for position

• Minimum - current restricted Drivers Licence.
• General knowledge of motor vehicles.
• Ability to read, understand and follow instructions.
• Ability to adapt to new technologies and learning.
• Strong customer orientation.
• Adaptability and flexibility. Ability to plan and operate with a minimum of supervision.
• Commitment to confidentiality.
• Approachable, able to establish rapport easily.
• Display initiative.
• Enthusiastic, organised and ability to prioritise.
• Assertive, without being aggressive.
• Proactive.
• A passion for people.

Job mission

To deliver a professional and superior customer service experience, thereby exceeding the customers’ expectations for the replacement of glass.

By doing so, will meet branch sales revenue targets and help achieve the company’s vision to be the natural choice in glass for all New Zealanders.

Major responsibilities

• Undertake all types of glazing work in commercial premises and domestic homes in accordance with New Zealand Standards.
• Measuring/template of glazing apertures, transfer of measurements to enable cutting of all replacement glass and installation.
• Building security ID required e.g. plywood patching.
• Provide option to customer to repair or arrange repair or replacement of damaged window frame sections in timber/aluminium/steel, moulds, window winding mechanisms, concealed springs/hinges etc.
• Ensure vans, tools and equipment are appropriately secured when unattended.
• Maintain flexibility with work hours to meet customer demands.
• At all times on the job, wear the appropriate safety clothing/personal protective equipment. Understand and adhere to all OSH legislation, company policies and procedures, Codes of Practice, Regulations etc.

Expected position outcomes

• Complete all jobs to the highest possible standard of workmanship, customer care and professionalism.
• Minimise breakages.
• Due diligence and care taken when dealing with customer and company property.
• Build and maintain good relationships with all stakeholders in the business.
• Maintain a presentable image through good personal grooming and a clean company vehicle and uniform at all times.
• Maximise every sales opportunity.

Requirements for position

• Completion of the relevant trade certificate course or equivalent proven experience and training.
• Highly developed interpersonal and communication skills.
• Strong customer orientation.
• Ability to accurately calculate job pricing for the customer.
• Ability to build and maintain relationships with internal and external customers.
• Current drivers license appropriate to assigned vehicle.
• Currency of industry qualifications and technical knowledge.
• Ensure a thorough working knowledge of New Zealand Standards and local regulations covering the Glazing and Construction Industries.
• Ability to plan, prioritise, organise and operate with a minimum of supervision.
• Commitment to confidentiality.
• Display initiative by proactively pursuing/quoting on other work spotted whilst on site.
• Assertive, without being aggressive. Proactive.
• A passion for people.

Job mission

To manage people, resources and systems of the branch so that the branch delivers the required service standards, sales and profit for both the internal and external customers. In doing so, achieve the company’s vision to be the natural choice in glass for all New Zealanders.

Major responsibilities

• Achieve agreed branch and personal KPIs.
• Enforce the company’s service standards and performance levels through effective leadership.
• Achieve and maintain a superior customer service rating (measured through the Net Promoter Score).
• Inspire, motivate, develop and lead a team of highly engaged people.
• Provide input to the Operations Director/Managers on branch staff training requirements.
• Organise, manage and allocate resources to achieve capacity and utilisation targets.
• Achieve Total Net Conversion targets.
• Develop and achieve business growth.
• Effectively manage branch stock.
• Adhere to all administration requirements, systems, processes and Policy & Procedures, including OSH.

Other position outcomes

• Drive completion of technical training qualifications.
• Develop effective communication tools and strategies for the branch team.
• Maintain high standards of uniform use and branch vehicles.
• Local sales development and support for key national accounts and initiatives.

Key competencies

 (Refer to matrix for full description)