Role: Customer Service Advisor
Location: Marshall Land Rover Bedford
Hours: Monday to Friday from 8am to 6pm and 1 in 2 Sat from 8am to 1pm
Salary: Basic Salary plus Uncapped bonus scheme based on upsells, customer satisfaction score and performance
Benefits: 25 days annual leave plus bank holidays, life assurance, pension scheme, wellbeing support, employee discount for servicing and popular retailers, as well as a purchase discount scheme
Who we are:
Marshall Motor Group was established in 1909 by David Gregory Marshall, in a small lock-up garage in Brunswick Gardens, Cambridge and we are now the UK's 7th largest motor retail group (AM100 11/24). We operate 147 franchise stores representing 25 manufacturer car, van, truck and bike brands across 34 counties in England. Our vision is to be the UK’s premier automotive retail group as recognised by our colleagues, customers and business partners.
The role:
As a Service Advisor, you play a vital role in the store, being the point of contact between the customers and our workshop. You will be based front of house in the showroom, so need to be passionate about helping customers. Full training is provided, so you don’t need to have worked in a car dealership before. Your first couple of weeks will include our Marshall Customer Journey induction programme, shadowing opportunities and a buddy system, all designed to help you settle into your new role.
Who you are:
1. Previous customer service experience is essential
2. You will be passionate about the customer journey and giving a great customer experience
3. You are comfortable working to deadlines and managing customer expectations with regular communication and updates
4. You will have strong attention to detail and be organised as you will manage your own customer base and workload
5. Feel confident supporting with complex customer issues professionally and leaning on management for guidance where necessary
6. Tech savvy, ideally having used CRM systems in the past
What you’ll do:
1. Establish and manage the customer relationship ahead of their booking, greeting them on arrival
2. Support the customer’s experience through their Marshall journey in a positive and proactive manner
3. Act as an advocate for the business and the customer as the subject matter expert, supporting their decision making to achieve desirable outcomes
4. Complete all administration duties linked to the customer in an accurate and sympathetic manner
5. Proactively support the customer with future requirements
6. Work as part of a team to drive outstanding customer service and retention
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.
Job Type: Full-time
Additional pay:
* Bonus scheme
Benefits:
* Company pension
* Cycle to work scheme
* Employee discount
* Health & wellbeing programme
* Life insurance
* On-site parking
* Referral programme
Schedule:
* Monday to Friday
* Weekend availability
Ability to commute/relocate:
* Bedford, MK41 0SF: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Do you have any unspent criminal convictions?
Experience:
* Customer service: 2 years (preferred)
* Service advisor: 1 year (preferred)
Licence/Certification:
* Driving Licence (required)
Work Location: In person
Reference ID: REQ11148
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