Senior Service Advisor

Are you an ambitious individual with the drive and enthusiasm to consistently meet and exceed targets?

You do not need to be an expert on cars or maintenance, just be passionate about delivering a five-star customer experience.

The ideal person will have/be:

Current Service Advisor or Manager in the motor trade

Confident communication skills

Enthusiasm for delivering a 5-star customer experience

Driven and thrives in a fast-paced environment

Possess a full, valid driving licence (aged over 21 for insurance purposes)

Strong administrative skills

At least 5 GCSEs at Grade C or above (or equivalent)

Motivated and ambitious to achieve financial targets

If you think you can demonstrate these skills we want to hear from you. If successful we can offer outstanding career opportunities.

Key Responsibilities

Administration

Ensure that customer vehicles need the repairs/servicing detailed on the job card and that customers sign the relevant section on the job card in agreement.

Ensure the customer is advised as to the type, range and cost of the repair order, and follow-up any incomplete work or future requirements the vehicle may have for repair or service.

Agree method of payment before work commences and obtain repair order customer signature.

Ensure payment for repairs and servicing of vehicles is collected as per company policy.

Ensure correct procedures are adopted for verification of payment by cheque, credit card or charge card.

Ensure all warranty work has been identified, explained and signed for by the customer.

Load the workshop accurately using the agreed service loading system.

Accurately maintain document control systems.

Key Responsibilities

Administration

Ensure customers are made aware of vehicle defects and that they sign a declaration prior to taking the vehicle away without repair.

Constantly review all areas of responsibility and discuss with the Service Controller/Manager any ideas that may be made for improvement.

Maintain effective liaison with customers and other members of dealership staff.

Present completed vehicles to the customer, advising of any future requirements and ensuring customer satisfaction with the work carried out.

Ensure adequate display of promotional material is available for customer use.

Advise the Service Controller/Manager of all customer problems and departmental problems.

Supervise and assume responsibility for customer vehicles, keys and workshop parking as well as the accurate recording and processing of daily cash and cheques.

Ensure any interpretation of warranty work and the policy on a warranty claim is clearly explained to the customer.

Ensure courteous use of telephone, adhering to company and manufacturer policy.

Maintain a high standard of dress and conduct at all times and ensure the reception area is kept clean and tidy at all times.

Explain the services offered by the department to the customer to enhance the reputation of the dealership.

Ensure that a sufficient number of courtesy vehicles are available for customer use.

Customer Service and Satisfaction

Ensure the department’s presentation is maintained to the highest standard in line with company/manufacturers policies.

Ensure the highest degree of efficiency and understanding of customer requirements and to deal with any customer complaints courteously, promptly and sympathetically.

Provide customer estimates according to company policy on schedules, times and pricing.

Where necessary, invite the customer to talk about a vehicle problem directly with the technician, therefore aiding first time fix and improving customer satisfaction.