The Handover Specialist is responsible for delivering an exceptional vehicle handover experience by ensuring that every vehicle is prepared, documented, and presented to the highest standard prior to delivery. The role serves as the final touchpoint in the customer journey, ensuring customers leave fully informed, confident, and satisfied with their new vehicle.

Key Result Areas & Accountabilities

Vehicle Delivery Coordination

• Coordinate vehicle handovers with customers.

• Schedule delivery appointments and confirm customer readiness prior to collection.

• Ensure all vehicle documentation is complete before handover.

• Verify that vehicle registrations, insurance documentation, warranties, service plans, and accessories are in place.

Vehicle Quality & Presentation

• Inspect vehicles prior to delivery to ensure cleanliness and presentation standards are met.

• Verify that all accessories and customer-selected options have been installed.

• Confirm that the vehicle is fuelled/charged and ready for immediate use.

• Report and coordinate resolution of any outstanding issues before delivery.

Customer Handover Experience

• Welcome customers and create a memorable delivery experience.

• Explain vehicle features, controls, infotainment systems, connectivity functions, and safety technologies.

• Demonstrate key functionality and answer customer queries.

• Guide customers through delivery documentation and obtain all required signatures.

• Ensure customers understand aftersales support, servicing requirements, warranty coverage, and roadside assistance programmes.

Customer Relationship Management

• Follow up with customers after delivery to ensure satisfaction.

• Escalate concerns or issues to the relevant department for immediate resolution.

• Contribute to customer satisfaction and retention initiatives.

• Support customer experience improvement projects and recommendations.

Knowledge & Experience

Essential Requirements

• Minimum 2 years' experience in a customer-facing environment.

• Strong customer service orientation.

• Good understanding of automotive products and technologies.

• Proficient in Microsoft Office applications and dealership systems.

• Excellent command of English and Maltese.

• Valid Category B driving licence.

• Clean police conduct.

Desirable Requirements

• Experience within automotive retail or dealership operations.

• Knowledge of vehicle registration and delivery processes.

• Experience using CRM systems.