Trainee Service Advisor

Are you a motivated individual who enjoys meeting and exceeding targets? Are you confident about delivering the best service for customers at all stages of their sales journey? The ideal person will have or be: Essential: At least one year’s experience in a customer facing role Excellent administration, organisational and communication skills A passion for providing exceptional customer service A strong working knowledge of computerised systems, especially Outlook, Word and Excel, is essential A flexible approach to working hours is essential Possess a full valid driving licence (be aged 21 or over for insurance purposes) Desirable: A proven track record in achieving goals in a busy environment 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 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 credit card or charge card Ensure all warranty work has been identified, explained and signed for by the customer 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 Aftersales 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 Advise the Aftersales Manager of all customer problems and any departmental problems 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 at all times Ensure that a sufficient number of courtesy or hire vehicles are available for customer use Assist with the drive, calculation and communication of any incentives and performance updates Proactively complete online training and attend on site and off site training courses Take an active part in upholding the company’s Health and Safety policy as set out in the conditions of employment and health and safety handbook Liaise with customers via outbound telephone calls with progress updates and additional authority calls when required Undertake other duties as may be reasonably required and identified by the company Customer Service and Satisfaction Ensure the department’s presentation is maintained to the highest standard in line with company and manufacturer policies Provide customer estimates according to company policy on schedules, times and pricing Proactively support and develop the use of current Health Check and customer media footage systems (Citnow) Profitability and Cost Control Ensure customer awareness of all products and services available Provide information and or advice on additional products, services and repair work in a professional manner Implement company and manufacturer service promotions Develop personal knowledge and experience in order to improve profitability, customer satisfaction and efficiency Ensure accurate invoicing and job costing Ensure all workshop and retail parts are in their correct locations Present invoices for payment to the customer, providing an explanation of charges where required and making sure that the 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 obtain suitable deposits Ensure all cash sales are charged and money collected on completion of work Document all warranty and goodwill work as per manufacturer requirements and dealership policy, and ensure all repair orders are correctly completed to ensure customer claims are processed fairly and in a timely manner to maintain the image of the franchise