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 coordinating the Service activity to meet customer requirements and maximizing utilization and profitability for the department.
Basic salary & OTE: GBP30,000 guaranteed in first year (realistic base would be between GBP26-GBP28K depending on experience)
Working hours: 8:00am - 6:00pm
Working hours & Saturday Rota: Rota basis, at least 1 per month
Team size: 4 currently (including manager)
Holiday allowance & lunch break: 25 days annual leave + bank holidays, 1 hr lunch break (unpaid)
Company car: No, but will have access to CBS scheme after completion of probation period
Additional 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 Attributes:
* Listens carefully to customers to build rapport and understand their requirements, working both face-to-face and over the telephone
* Guides the customer towards purchasing the product or products that will best meet their needs
* Provides accurate estimates for servicing and repairs, ensuring that the customer is fully aware of the likely costs and timescales involved
* Introduces the customer to the appropriate technician to discuss details of the work that is required
* Schedules work to meet customer requirements, taking into account workshop utilization targets, job complexity, and parts availability
* Encourages the sale of genuine parts and accessories whenever possible
* Agrees vehicle delivery/collection or loan car arrangements, ensuring customer satisfaction
* Liaises with the Parts department to order parts and notifies customers on arrival
* Prints job cards detailing any special requirements and distributes to the workshop
* Coordinates valeting of customers' vehicles and any other work to be sublet (e.g., paintwork)
* Organizes the collection and delivery of cars for service or repair
* Maintains customer database to ensure accuracy of records
* Assesses and records warranty claims as per manufacturer's requirements
* Contacts customers to update on workshop progress and manages customer expectations regarding costs and timings
* Invoices customers on completion of work and reviews invoice with the customer
* Checks loan cars on return and hands over the customer's car
* Ensures follow-up calls to check customer satisfaction with the service provided
* Works with colleagues and other teams across the Centre to provide seamless service
* Ensures opportunities for sales by other teams are followed up by the most appropriate specialist
* Ensures that the nominated credit account has sufficient funds before releasing any vehicle
* Responsible for handling customer data in line with GDPR
* 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.
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