Location Portsmouth Region Hampshire Category SEAT & Cupra - Portsmouth (SSP)
(Service) Vacancy Type Permanent/Full Time Salary £27,000 - £36,000 OTE Competitive Salary (Uncapped) Job Summary
Service Advisor
Role & Purpose
The Service Advisor is a member of the Service Team and will report to the Service Manager. The Service Advisor will be the focal point for the Brands customers requiring advice, servicing, and repairs to their vehicles. In addition, managing the flow of information between the workshop and the customer, always delivering excellent customer service.
At Snows…
Snows is a large, family run, automotive group based in the South and South-West of England. Our business differentiates itself from our competitors by delivering outstanding experiences for our customers, colleagues and manufacturer partners. Customer experience and colleague happiness is at the heart of our business, and we ensure that this focus is applied to everything that we do.
Responsibilities
* To follow procedures for customer satisfaction and complaints handling as defined within your dealership.
* Campaign Coordinator.
* Ensure customer is aware of all products and services available.
* Initiate documentation and maintain customer records and follow up systems.
* Provide customers with estimates, and notify customer’s promptly that work is complete.
* Receive customers promptly and courteously.
* Ensure all customer enquiries (in person or telephone) are answered or dealt with immediately.
* Ability to handle dissatisfied customers calmly, resolve complaints with sensitivity, and involve others when needed.
* To safeguard and protect the customer’s vehicle and its contents whilst being repaired or serviced, ensuring adequate vehicle protection is used.
* To pursue profitability by following company procedures and policies for financial transactions.
* Ensure that all cash, cheques and/or credit card payments are handled in accordance with Company Policy.
* Ensure that all jobs passed for warranty/goodwill submissions are accurately invoiced and costed.
* Prepare and present accurate invoices to customer promptly and obtain payment in line with company procedures.
* Ensure all work has been carried out as detailed and charged.
* Communicate effectively with colleagues and team members.
* Develop and maintain good working relationships with all dealership personnel.
* Maintain effective liaison with workshop staff.
* Always follow good practice
* Always operate within the law and adhere to all company policies and procedures
* Portray a professional image of the dealership by always adopting a positive attitude and a smart appearance
* Ensure smooth running of the service facility in a profitable and professional manner.
* Monitor progress of jobs in the workshop and advise service reception of any delays or issues.
* Perform Service operations in line with Snows policy.
* Provide guidance and advise on mechanical and diagnostic queries as requested by
Technicians.
* Service Admin: Ensure completion of work to customer requirements, including clear documentation and vehicle preparation.
* Document completed work orders to include the repairs conducted, the parts required, and the labour to be charged.
* Ensure all cars are washed and vacuumed thoroughly before being returned to the customer. Issue loan cars, ensuring all paperwork is correct.
* Administer warranty/goodwill policy in the best interests of the dealership, and the customer.
* Ensure that all Snows procedures are followed, including documentation.
* Ensure all clerical functions within the warranty department are carried out in accordance with company policy.
* Ensure all Service and customer facing staff complete relevant records accurately when warranty is diagnosed on a vehicle
* Make effective use of technical knowledge, skills and warranty procedures enabling effective, economic, and correct application of manufacturer and Snows warranty and goodwill systems.
* Document all warranty work as per manufacturer requirements and ensure customer signs for the work
* Ensure the correct warranty procedure is followed on new and used vehicles
* Ensure the Defect Reports and Quality Control Reports are correctly completed by the workshop staff in line with Snows and manufacturer guidelines
* Provide advice on warranty and goodwill to other members of staff within the company.
Skills & Competencies
* Able to plan, organise self and meet agreed work deadlines.
* Understand and comply with Group compliance/policies
* Good listener.
* Able to assimilate information quickly and provide considered responses.
* Strong work ethic and adaptable to change.
* Attention to detail and maintains good, accurate quality of work.
* Ability to work to tight deadlines to achieve the business needs.
* Able to react positively to organisational and market changes.
Essential & Desirable Skills & Qualifications
Essential:
* Fluent written and spoken English.
* PC, Microsoft, web literate.
* Full, clean driving licence.
Desirable:
* Proven track record of individual excellence
* Previous Service Executive experience
Team Values
Honesty
Integrity
Respect for People
We provide open and honest guidance with all our customers, both internal and external.
We act with integrity, trust, and responsibility in everything that we do.
We are ambassadors for all our customers in promoting good working practices.