Service Advisor

Your Skill Set Applicants must be able to demonstrate how they meet the following criteria:

Essential:

• Experience of working in a customer service role

• 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)

Desirable:

• Experience in a franchised dealership

• Hospitality or retail experience

• Motor trade background

• Strong administrative skills

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 on any incomplete work or future requirements the vehicle may have for repair or service.

• Agree on the method of payment before work commences and obtain the customer's signature on the repair order.

• 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.

• 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 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 the 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.

• 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/manufacturer policies.

• Ensure the highest degree of efficiency and understanding of customer requirements, and 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, aiding first-time fix and improving customer satisfaction.

Profitability / Cost Control

• Ensure customer awareness of all products and services available.

• Sell additional products, services, and repair work in a professional manner.

• Implement company and manufacturer service promotions.

• Develop personal knowledge and experience to improve profitability, customer satisfaction, and efficiency.

• Ensure accurate invoicing and job costing.

• Present invoices for payment to the customer, explaining charges where required, and ensure correct methods of payment are used.

• Complete repair orders and inform customers of additional repairs needed, including prices and delivery dates. Obtain written confirmation before ordering major units and collect suitable deposits.

• Ensure all cash sales are charged and money collected upon completion of work.

• Maintain and analyse customer files and contact inactive customers.

• Document all warranty and goodwill work per manufacturer requirements and dealership policy. Ensure all repair orders are correctly completed to allow customers’ claims to be processed fairly and on time, preserving the franchise image.

• Take an active part in upholding the Company’s Health and Safety Policy as outlined in the Conditions of Employment.