Overview
As a Senior Service Advisor for Swansway you’ll be reporting into the Aftersales Manager and you will be responsible for the service and aftersales care of our customers. Our service area is busy and we have loyal customers who expect only the highest level of customer service. You will lead the front of Service Advisor team and offer outstanding customer care to our customers. You will give every customer a personalised experience, impart your expertise and provide them with increased awareness and knowledge of their vehicle so that they leave our dealership feeling extremely satisfied every time while spotting upselling opportunities.
Responsibilities
* Provide a knowledgeable, responsive, and efficient service
* Manage and allocate Service Advisor workload day to day
* Work closely with the Workshop Controller and ensure priority job cards are managed
* Manage all service telephone, email and walk-in enquiries
* Meet and greet customers, qualify work, and identify customer\'s additional needs at vehicle drop-off
* Continuously seek to improve customer service feedback by identifying service improvement opportunities within the aftersales department and sharing any customer feedback with the management team
* Ensure customer expectations and requirements are identified, and successfully managed, throughout the service process including follow up
* Facilitate the efficient operation of the aftersales department workshop, booking work accurately, gathering and sharing all relevant information with the team
* Efficiently manage customer communication through repairs with timely progress updates and gaining authorisation for additional work
* Conduct telephone activity to maximise workshop activity with MOT and service reminder calls etc.
* Maintain knowledge of retention products and services upselling where appropriate
* To discuss and up-sell additional work to the customer, where appropriate
* Be transparent and conduct efficient handovers fully explaining repairs and invoices for customers
Essential qualifications
* Minimum of 24 months experience working in a dealership as a Service Advisor with stepping up to lead a team
* Flexible team player, able to undertake new tasks and use initiative to support aftersales team during busy periods
* Results focused, you will be resilient and overcome obstacles to succeed
* A good technical awareness or understanding of vehicles and components
* Experience of upselling products or services
* Must have a valid driving licence
About Swansway
Founded in 2003 by Michael Smyth and his three sons, Swansway has grown from five motor dealerships in Cheshire and the West Midlands to the 20 dealerships we have today. From Birmingham in the South to Carlisle in the North we partner with eleven brands including; Audi, Volkswagen, Land Rover, Honda and many more.
We’re expanding our own-brand, Motor Match our used sites, and we don’t stop at dealerships; we operate four Volkswagen Group Trade Part Centres, an Accident Repair Centre, a Group Fleet Sales Centre and an eBay shop re-cycling obsolete parts. All this is supported by our Head Office in Crewe.
When you join Swansway, you’re joining a family; so, if you enjoy, and thrive, in an inclusive family atmosphere, apply to join us now!
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