Service Advisor - Commercial Vehicles

Location:Hayes

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