Automotive Motor Trade Job: Service Advisor, Derby, Derbyshire

£15k-£25k, 40 Hours per week

Key Job Areas

Builds rapport and qualifies the customer's requirements
·Talks and listens to customers to build rapport and understand their service/repair requirements - both their stated and unconscious needs
·Uses a good understanding of the customer's needs to guide them towards the product/service that will best meet their needs

Agrees the details of the work that is to be carried out
·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/bodyshop 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.

Co-ordinates workshop activity to deliver agreed work
·Liases with After Sales to order parts. Notifies customer on arrival to allow work to be scheduled and minimise parts stockholdings (WIP)
·Writes job card, detailing any special requirements and distributes to the workshop/bodyshop - 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
·Updates customer database to maintain accurate records of work carried out and aid future prospecting
·Assesses and records warranty claims as per manufacturer's requirements

Updates the customer on progress and checks customer satisfaction on completion
·Contacts customer to update on workshop/bodyshop 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 provider.

Key success criteria
·Workshop/bodyshop loading (hours booked)
·Parts and accessory sales & margins
·Customer satisfaction (CES and Mystery Shopper)
·Customer complaints
·Customer retention (e.g. new sales to existing customers)
·Teamworking across the Centre (especially Sales and Parts)

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