JOB TITLE: DRIVER/VALETER / DATE OF ROLE CREATION/REVISION: MAY 2017
FUNCTION: OPERATIONS / CREATED BY:
REPORTS TO: CUSTOMER SERVICE MANAGER
Job Description
Role Overview
To ensure that all vehicles are thoroughly checked and cleaned to Rentable Standards and provide exceptional customer service at all times by acting in a professional and helpful manner and supporting the branch and team in achieving KPIs.
Main duties are:
Responsible and accountable for preparation of vehicles to the highest standardsfor rental
Support Rental Desk to check in and check out vehicles using a PDA
Support Rental Desk to cover Driving duties in emergencies
Key Responsibilities & Accountabilities
Vehicle Preparation Standards
  • Complete PDA Inspection taking clear photographs as required
  • Advise Customer Service Manager of any Cleans that will exceed allotted time
  • Clean outside of vehicle including wheels and loading area using Pressure Washer and approved materials
  • Touch-Up/Polish any minor scratches & Scrapes
  • Clean inside of vehicle including Car Boots using approved materials
  • Bag & Label any items belonging to customer and return to office
  • Top-Up Fuel and complete Fuel Log
  • Place Green Ready To Rent Label in Top Nearside Corner of Windscreen
  • Park Vehicle in designated area, secure and return key to Rental Office
Vehicle Defects
  • Detail any faults/issues on Defect Sheet, Print Name, Sign and Date
  • Place copy in Nearside Front Side Window
  • Place Red (Workshop) or Orange (Bodyshop) Label in Top Nearside Corner of Windscreen
  • Park vehicle in designated area, secure and return key to Workshop Office
Vehicle Defleets
  • Inspect and exchange any re-useable Part-Worn Tyres (3mm minimum)
  • Remove re-useable Semi Cap Items (Roof/Pipe Rack etc)
  • Ensure Jack, Tools, Wheel Nut Tool and Inflator Kit (if required) are present
  • Check Mileage against Service Sticker
  • Remove Surplus Fuel and record on Fuel Log
  • Place Blue Label in Top Nearside Corner of Windscreen
  • Park Vehicle in designated area, secure and return key to Rental Office.

Customer Service
Responsible for delivering excellent customer service at all times and upholding the company values, Professional, Team Work and Can Do Attitude. This includes:
  • To enhance and contribute to the company’s reputation for outstanding, professional and excellent customer service through high standards of housekeeping, personal behaviour, presentation and image.
  • Develop & maintain good relationships with all internal & external customers.
  • Respond & communicate to customers with the upmost care & attention.
  • Give priority to customer ‘walk ins’ when working on site.

Vehicle Preparation
Responsible and accountable for cleaning and preparing all vehicles to a consistent high standard.
Pre-Rental Inspection
  • Handbrake
  • Mileage checked against Service Inspection Sticker (1000 miles or 1 month minimum)
  • Tyre Pressures checked to Laden (Loaded) weight, Minimum depth 3mm, Wheel Rim condition, Jack, Wheel Nut Tool and Tyre Inflator Kit (if required) available
  • Under Bonnet Check – Oil (at running temperature on level surface), Coolant, Leaks
  • Electrical Operation – Lights Internal/External, Lenses, Horn, Warning Lights, Air Bags, all vehicle controls
  • Defect Sheets – Completed if any fault/damage discovered and reported to workshop
Rentable Standards (Windscreen & Body Damage)
  • Check Windscreen – Chips, Deep Scratched – see matrix)
  • Interior – Seat Covers, Seat Controls, Seat Belt Condition/mechanism, Ply Lining, Door Panels, Mirror, Warning Stickers/ Handbook in Glove Box
  • Exterior – Body Work meets Rentable Standards, Door Mirrors, Sliding Doors, Tail Lift Operation, Livery
  • Advise Workshop Admin of any vehicles that fall below Rentable Standards

Site Responsibilities Including Safety, Health &Environment
Responsible as part of the branch team to follow all site procedures and promote high standards of housekeeping including all aspects relating to site HSE.
  • PPE to be worn at all times
  • Only approved Cleaning Materials to be used
  • Ensure security of all vehicles on site – do not leave keys in ignition of unattended vehicles
  • Follow site guidelines in terms of Traffic Management, Yard Speed Limits, Use of Hazard WarningLights.
  • Assist with Health & Safety Management and good housekeeping.
  • Maintain a positive relationship with colleagues and be a team player.
  • Identify training and performance requirements within the team.
  • Responsible for following through on ‘quick fix’ vehicle defects to ensure not marked VOR.
  • Assist with Health & Safety Management and good housekeeping

  • To contribute positively and effectively to the growth of the business and achieving the branch targets.
  • Willing and able to work at each location in the area as part of the area.
  • Maintain a positive relationship with all colleagues and be a Team Player.
  • Support with the Identification of training and performance concerns within the Team
  • To assist and provide cover in other departments if required
  • To enhance the company’s reputation for outstanding professional service through high standards of housekeeping, personal behaviour, presentation, image and responding to customers with the utmost care and attention.
  • Notify Line Manager of any changes to Driving Licence

Person Specification
Education/Qualifications and Training
Essential
  • Full valid driving licence
/ Desirable
  • Previous Valeting & Driving Experience

Relevant Experience / Skills
Essential
  • Ability to perform in a pressured environment
•Proven track record of maintaining consistently
high standards.
•Ability to communicate at all levels with both staff
and customers in a professional manner
  • Meet the desired competency levels
/ Desirable
  • Mechanical/Bodywork experience
  • PC literate

Company Values and Competency Framework
At Northgate we have three shared values that form a key part of how we achieve our vision.
Our Values
  • Professional
  • Teamwork
  • Can-do attitude
Our Competency Framework
We also have a Competency framework that reinforces ‘One Northgate’ and the required standards, behaviors and attitudes that we expect of our employees.
The Competency Framework is split into five levels and the Competency Level Requirement for this role is indicated below. Full details of the Competency Framework can be found at Appendix One.
Competency Level Requirements
Customer Focus / 1 / 2 / 3 / 4 / 5
Working Together & Influencing / 1 / 2 / 3 / 4 / 5
Communicating & Engaging / 1 / 2 / 3 / 4 / 5
Managing & Embracing Change / 1 / 2 / 3 / 4 / 5
Drive & Determination / 1 / 2 / 3 / 4 / 5
Company Ambassador / 1 / 2 / 3 / 4 / 5
Managing & Leading People / 1 / 2 / 3 / 4 / 5
Analysing & Decision Making / 1 / 2 / 3 / 4 / 5
Commercial Awareness / 1 / 2 / 3 / 4 / 5
Approved by:
Date: