Senior Service Advisor

Senior Service Advisor

We are seeking a professional and experienced Senior Service Advisor to join our 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 7am 4pm and 1 in 2 Saturdays 8.00am to 12 Noon paid at 1 in addition to your salary and bonus.

Bonus is £1500 paid quarterly upon reaching pre-set targets relating to Brand CXM Benchmarks, Labour Sales and Conversion of Red Work from Vehicle Health Checks 80%+.

Basic Salary on offer is £32,500.00, plus Saturdays paid at Overtime (based on 22 Saturdays worked out of 26) £2,062.50 and Bonus £6,000.00 making the OTE £40,562.50.

The importance within this role is the detail. You will support our Technical Team with jobcard preparation, history checking, pre-calls, post visit calls to name a few tasks as well as 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.

Carry out a robust job preparation process; focussing 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.

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.

Process New Vehicle Deliveries onto the site ensuring vehicles are fully checked and damage noted.

Work in Progress (WIP) control for the dept.

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.

Maintain vehicle history and service records in an accurate, efficient and timely manner in line with customer requirements and operator licence standards

Maintain invoice filing in an accurate, timely and efficient manner

Ensure parts are ordered/requisitioned once relevant authority is received

Ensure customer reception area is maintained to a high professional standard at all times

Order/ arrange sub-contract work

Build rapport with all staff and customers

To ensure up to date knowledge and training on all franchise requirements

Undertake such other tasks as may reasonably be required

Enhance the image and reputation of the company whilst supporting its commercial interests

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 player.