Establish and manage the customer relationship ahead of their booking, greeting them on arrival.
Support the customer's experience through their Marshall journey in a positive and proactive manner.
Act as an advocate for the business and the customer as the subject matter expert, supporting their decision-making to achieve desirable outcomes.
Complete all administration duties linked to the customer in an accurate and sympathetic manner.
Proactively support the customer with future requirements.
Work as part of a team to drive outstanding customer service and retention.
Role Overview
As a Service Advisor, you play a vital role in the store, acting as the point of contact between customers and our workshop. You will be based front of house in the showroom and should be passionate about helping customers. Full training is provided, so prior experience in a car dealership is not necessary. Your first few weeks will include our Marshall Customer Journey induction programme, shadowing opportunities, and a buddy system to help you settle into your new role.
Who You Are
* Previous customer service experience is essential.
* You are passionate about the customer journey and providing a great customer experience.
* You are comfortable working to deadlines and managing customer expectations with regular communication and updates.
* You have strong attention to detail and are organized, as you will manage your own customer base and workload.
* You feel confident supporting complex customer issues professionally and know when to seek guidance from management.
* You are tech-savvy, ideally with experience using CRM systems.
Salary & Benefits
Salary: Basic salary plus an uncapped bonus scheme based on upsells, customer satisfaction scores, and performance.
Benefits include: 25 days of annual leave plus bank holidays, life assurance, pension scheme, wellbeing support, employee discounts for servicing and popular retailers, and a purchase discount scheme.
About Us
Marshall Motor Group was established in 1909 by David Gregory Marshall in a small garage in Brunswick Gardens, Cambridge. Today, we are the UK's 7th largest motor retail group (AM100 11/24), operating over 130 franchise stores across the UK, selling cars, vans, trucks, and bikes.
Our vision is to be the UK's premier automotive retail group, recognized for our people, customers, and business partners. We aim to create a people-centric culture and deliver retailing excellence, establishing ourselves as an employer of choice. We are part of the Constellation Automotive Group, the largest vertically integrated digital used car marketplace in Europe, ensuring transparency and trust in all dealings.
#J-18808-Ljbffr