A major commercial vehicle manufacturer is looking to employ a Service Advisor to manage their service desk ,dealing with clients, customers and the workshop.
Role: Service Advisor Location: Reading
Basic salary :£27,000 - £30,000 depending on experience
Overtime: Overtime is available paid at 1.3 x hourly rates
Benefits: 25 Days Annual Leave + Bank Holidays. Company Pension & Healthcare Scheme upon successful completion of Probationary Period.
Hours: - 07:00 - 16:00 mon - fri with a 30 minute unpaid lunch break. NO weekends.
Key Tasks:
Customer Satisfaction: To assist management in implementing and maintaining effective processes toachieve the highest possible customer satisfaction levels in excess of the manufacturer national average
To control and maximize service & repair bookings. Interpreting customer's requirements in a courteous and efficient manner to ensure that all resources required in completing the work are available on schedule
Generating Gross Profit: To deliver gross profit in line with the business plan by maximising the number ofhours sold, driving revenue per transaction, ensuring 100% adherence to the process and motivatingproduct sales
Workshop Loading: To distribute and control the issue of work to the Technicians to maximise quality andoverall efficiency
Documentation Quality: To ensure the accurate completion of all relevant documentation for each repair
Manufacturer Franchise Warranty Standards: To ensure that the manufacturer's warranty standards areadhered to at all times
Health and Safety: To ensure that a safe working environment is maintained in line with the Company's Health& Safety policy and that general housekeeping and appearance are maintained at a high standard
Respond to telephone and walk-in enquiries by greeting customer with the appropriate salutation
To take bookings for service & repair work either through personal contact with the customer, telephone or inspection schedules obtaining all necessary details in respect of work required, nature of problems and wherever possible identifying specific faults.
To validate & update marketing records for existing customers or create record for new customers
Use workshop loading tool to schedule and ensure maximum workshop utilization and profitability through scheduled maintenance, repair, Service 24h and vehicle rebook work, ensuring that work is capable of completion in line with customer's requirements.
Use workshop loading tool to keep customers updated at all times
Manage the cash account and ensure cash payments are taken before releasing vehicles.
To ensure that any customer mobility requirements are arranged if required and maintain appropriate schedules for courtesy vehicles and collection and delivery drivers.
To produce a daily appointment diary and distribute to the parts supervisor, workshop controller and all service advisors
To promote other services and products to customer as appropriate
To liaise effectively with all the service advisors, parts staff and workshop controllers
Ability to identify and differentiate between the various product models and lines
Knowledge of the function of all vehicle controls and systems for each model
Ability to ask diagnostic questions of reported defects based on customer description
Ability to use IT systems to estimate accurately times for diagnosis and repair
Good basic administrational knowledge
Demonstrably numerate and literate
Should possess good customer relations skill to adapt to customers individual requirements whilst safeguarding company interests
Should possess a calm and even temperament
Ability to work effectively within a team environment
Ability to handle pressure without it affecting working relationships and effectiveness
Should possess excellent listening skills
Should possess strong self-organizational skills
Ability to work positively with manufacturer representatives
EXPERIENCE REQUIRED: Experience in any Car, Light commercial or commercial vehicle environment, LCV, HGV, Fleet, van, car or any automotive sector. Would proffer light commercial or Commercial sector experience in any capacity, but not essential. Or an Ex HGV Technician, Service advisor, parts tech etc someone who is dynamic, has a real flair & drive about them.
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