Senior Service Advisor

Your Role

The right candidate will have exceptional customer service skills and deliver the highest quality customer experience. You will approach this role with a commercial mind, actively selling after sales services in a customer-orientated manner (i.e.: service contracts), ensuring the workshop is working to full capacity by effectively scheduling customer bookings.

You will be committed to taking responsibility for managing the customer service journey, updating customers on repair times and status, estimates and gaining approval for additional work.

Day to day you will be:

• Dealing with customers and ensuring customer satisfaction.
• Utilise workshop loading and ensure it is up to date.
• Regularly and proactively keep customers up to date with progress on their vehicle
• Booking in vehicles. Ensuring appointments are convenient for the customer and department, in line with the workshop capacity.
• Identify the customer requirements and where possible, supply an accurate fully inclusive costing.
• Produce accurate job cards, invoices, estimates and related information.
• Provide customers with full explanations of work carried out, making the most of any additional selling opportunities.
• Produce warranty job cards in line with the manufacturers policy and procedures.
• Accurately record all work requirements and identify retail, warranty, internal and non-chargeable repairs.
• Liaise with the Parts Department to ensure availability of parts.
• Dealing with any customer queries or complaints.
• Assisting the team with problem solving.
• Managing and utilising the team around you to ensure the day-to-day tasks are completed.
• Working closely with the service manager and workshop manager to ensure the business is running at maximum capacity.

⚙️ Skills & Behaviours Required for this Role:

Communication – This role is pivotal in ensuring that all stakeholders are accurately informed. This may include providing customers with updates on their vehicles or notifying the Parts Team about the availability of necessary parts.

Time Management – When working to deadlines, being able to manage your time effectively, is essential. Strong organisation skills are key to this.

Resilience – A resilient person is someone who has strong coping skills and can draw on these when life presents challenges.

Motivation – To ensure personal and team success, being motivated is essential.

This role will be a great fit for you if:

• Previous experience in a Service Advisor role
• You have exemplary communication skills via email, telephone, and face to face.
• Excellent organisation and administration skills.
• You have previous working experience in administration and/or office environments.
• You are able to organise and manage your time efficiently to meet deadlines.
• Understanding of Kerridge, preferable.