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.

Opportunity