***£30,000 - £35,000 OTE***
As a Service Advisor for Swansway, you will be reporting into the Aftersales Manager and will be responsible for the service and aftersales care of our customers. Our service area is busy, and we have loyal customers who expect only the highest level of customer service. You will manage the front of house customer journey and offer outstanding customer care to our customers.
You will give every customer a personalised experience, impart your expertise, and provide them with increased awareness and knowledge of their vehicle so that they leave our dealership feeling extremely satisfied every time while spotting upselling opportunities.
* Provide a knowledgeable, responsive, and efficient service
* Manage all service telephone, email, and walk-in enquiries
* Meet and greet customers, qualify work, and identify customer's additional needs at vehicle drop-off
* Continuously seek to improve customer service feedback by identifying service improvement opportunities within the aftersales department and sharing any customer feedback with the management team
* Ensure customer expectations and requirements are identified and successfully managed throughout the service process including follow-up
* Facilitate the efficient operation of the aftersales department workshop, booking work accurately, gathering and sharing all relevant information with the team
* Efficiently manage customer communication through repairs with timely progress updates and gaining authorisation for additional work
* Conduct telephone activity to maximise workshop activity with MOT and service reminder calls, etc.
* Maintain knowledge of retention products and services upselling where appropriate
* Discuss and up-sell additional work to the customer, where appropriate
* Be transparent and conduct efficient handovers, fully explaining repairs and invoices for customers
Essential:
* Minimum of 12 months experience working in a dealership as a Service Advisor
* Flexible team player, able to undertake new tasks and use initiative to support the aftersales team during busy periods
* Results-focused; you will be resilient and overcome obstacles to succeed
* A good technical awareness or understanding of vehicles and components
* Experience of upselling products or services
* Must have a valid driving licence
When you join Swansway, you’re joining a family; so, if you enjoy, and thrive, in an inclusive family atmosphere, apply to join us now!
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