We are seeking aprofessional and experienced Service Advisorto join our Heathrow VW Commercial Service Team. Ideally you will have some VW Service experience, not necessarily within commercial vehicles but we also invite applications from Service Advisors within other areas of the automotive industry.

You will work Monday to Friday - 40 hours per week from 8.00am 5.00pm (one hour unpaid lunch break) and 1 in 3 Saturdays 7.00am to 12 Noonpaid at 1 in addition to your salary.

Bonus is paid quarterly upon reaching pre-set targets.

The importance within this role is the detail. You will support our Technical Service Advisors with jobcard preparation, history checking, pre-calls, post visit calls to name a few tasks as well as supporting the day to day running of the department as below.

Responsibilities:

Understand and adhere to Service Core Process as set by the Brand and Company
To carry out a robust job preparation process; focusing on the detail to ensure all customer vehicle issues and information are captured and followed up
Inform customer of outstanding campaigns and arrange for work to be completed
Clarify for the customer and workshop the basis for the repair Retail / Fleet / Warranty
Check the account detail and level of credit left, obtain authorisation and obtain order numbers from customers.
To promote additional workshop services/repairs where applicable
Fully engage in the sale of Service / All-in Plans
Deal with customer needs over the phone and face-to-face with a professional and friendly approach
Work in Progress (WIP) control for the dept
To cost the work completed and raise invoices
Accept and process all walk-in bookings
Provide customers with timely updates of vehicle progression through the workshop, monitor expected completion times and advising of any unexpected delays
To maintain vehicle history and service records in an accurate, efficient and timely manner in line with customer requirements and operator licence standards
To maintain invoice filing in an accurate, timely and efficient manner
To ensure parts are ordered/requisitioned once relevant authority is received
To ensure customer reception area is maintained to a high professional standard at all times
To order/ arrange sub-contract work
Build rapport with all staff and customers
To ensure up to date knowledge and training on all franchise requirements
To undertake such other tasks as may reasonably be required
To enhance the image and reputation of the company whilst supporting its commercial interests
To comply with good health and safety practice, all statutory requirements, company policies and standard procedures

The perfect candidate will have:

Excellent attention to detail.
Excellent communication skills with customers and colleagues.
Excellent customer service skills
Excellent interpersonal, verbal and written communications skills.
Proven organisational and administration skills.
Proactive approach to work
Able to work to deadlines
Problem solving skills
Technical knowledge
Analytical skills including working with statistical and costing information
Ability to work in a fast pace environment and multitask
Work on own initiative and as a team playe

Service Advisor

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Customer Service Representative

Customer Service Representative