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.

Basic salary & OTE:- £30,000 guaranteed in first year (realistic base would be between £26-£28K depending on experience)

Working hours:- 8:00am – 6:00pm

Working hours & Saturday Rota;- Rota basis, at least 1 per month

Team size:- 4 currently (inc manager)

Holiday allowance & lunch break:- 25 days annual leave + bank holidays, 1 hr lunch break (unpaid)

Is a company car included:- No, but will have access to CBS scheme after completion of probation period

Any additional benefits that come with the job:- 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 the Senior Service Advisor / Assistant Service Manager

Key Attributes:

• Listens carefully to customers to build rapport and understand their requirement working both face to face and over the telephone
• Using your understanding to guide 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 and setting expectations accordingly
• Introduces the customer to the appropriate technician to discuss details of the work that is required, where this will add value for both the customer and the Centre
• Schedules work to meet customer requirements, taking into account workshop Utilisation targets, job complexity and parts availability.
• Encourages the sale of genuine parts and accessories whenever possible, acting on opportunities to sell additional products/services and market current promotions
• Agrees vehicle delivery/collection or loan car arrangements. Hands over loan car keys once all checks are complete and ensures that the customer is happy with the vehicle.
• Liaises with the Parts department to order parts. Notifies customer on arrival to allow work to be scheduled and minimise parts stockholdings (WIP)
• Prints job card, detailing any special requirements and distributes to the workshop briefing technicians where appropriate
• Co-ordinates valeting of customers vehicle and any other work to be sublet e.g. paintwork
• Organises the collection and delivery of cars for service or repair
• Maintain customer database to ensure accuracy of records
• Assesses and records warranty claims as per manufacturer's requirements
• Contacts customer to update on workshop progress, agreeing any additional spend and managing customer expectations re costs and timings
• Invoices customer on completion of work. Reviews invoice with the customer, providing a detailed explanation where necessary
• Checks loan car on return and hands over the customers car
• Ensures that each service or repair is followed up with a personal call to check the customer is happy with the service provided
• Works with colleagues and other teams across the Centre to provide a seamless service to customers (e.g. by informally observing and responding to the needs of customers who are not being attended to by other members of staff)
• Ensures opportunities for sales by other teams are followed up by the most appropriate specialist
• Ensure before releasing any vehicle that the nominated credit account has sufficient funds or that a cash/card payment is taken from the customer
• Responsible for handling customer data in line with GDPR
• Ad hoc duties as and when required to meet the needs of the business
• Must have a min of 2 years Service Advisor experience

Please apply with an up to date CV to be considered.