Job Title: Service Advisor
Perm Position
Location: Oxford
We are looking for an experienced Service Advisor to join our Oxford branch. Being the face of the Service Department, planning and co-ordinating the Service activity to meet customer requirements and maximising utilisation and profitability for the department.
Salary: £30,000 guaranteed in first year (realistic base would be between £26-£28K depending on experience)
Working Hours: 8:00am – 6:00pm, Rota basis, at least 1 Saturday per month
Team Size: 4 currently (including manager)
Holiday Allowance: 25 days annual leave + bank holidays, 1 hr lunch break (unpaid)
Benefits: Discount for yourself and family on service, mots & purchase of new/used vehicles, access to medical cover through Simply Health, high street discounts, pension scheme.
Reports to: Senior Service Advisor / Assistant Service Manager
Key Responsibilities:
* Listen carefully to customers to build rapport and understand their requirements, working both face to face and over the telephone.
* Guide the customer towards purchasing the product or products that will best meet their needs.
* Provide accurate estimates for servicing and repairs, ensuring that the customer is fully aware of the likely costs and timescales involved.
* Introduce the customer to the appropriate technician to discuss details of the work that is required.
* Schedule work to meet customer requirements, considering workshop utilisation targets, job complexity, and parts availability.
* Encourage the sale of genuine parts and accessories whenever possible and act on opportunities to sell additional products/services.
* Agree on vehicle delivery/collection or loan car arrangements; hand over loan car keys once all checks are complete.
* Liaise with the Parts department to order parts and notify customers on arrival to allow work to be scheduled.
* Print job card detailing any special requirements and distribute to the workshop, briefing technicians where appropriate.
* Coordinate valeting of customers' vehicles and any other work to be sublet, e.g., paintwork.
* Organise the collection and delivery of cars for service or repair.
* Maintain customer database to ensure accuracy of records.
* Assess and record warranty claims as per manufacturer's requirements.
* Contact customers to update on workshop progress, agreeing any additional spend and managing customer expectations regarding costs and timings.
* Invoice customers on completion of work and review invoice with them, providing a detailed explanation where necessary.
* Check loan car on return and hand over the customer's car.
* Follow up each service or repair with a personal call to check customer satisfaction.
* Work with colleagues and other teams across the Centre to provide a seamless service to customers.
* Ensure opportunities for sales by other teams are followed up by the most appropriate specialist.
* Ensure that the nominated credit account has sufficient funds or that a cash/card payment is taken from the customer before releasing any vehicle.
* Handle customer data in line with GDPR.
* Perform ad hoc duties as required to meet the needs of the business.
* Must have a minimum of 2 years Service Advisor experience.
Please apply with an up to date CV to be considered.
Required Qualifications
* None
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