P+S Personnel are pleased to be working on behalf of our clients, who are currently recruiting for a Service Advisor to join their team on a full-time, permanent basis based in Norwich.
Main Responsibilities:
To control and maximise service bookings, interpreting customer’s requirements and administration control.
To conduct all transactions with customers with the utmost courtesy and professionalism.
To ensure that customer satisfaction and customer retention is maximised.
To ensure that all company policies and procedures are always adhered to.
To ensure that the staffing levels in the service reception and other areas in your control are always in line with group policy.
To ensure all bookings for service/repair work either by personal contact or by telephone, obtaining all necessary details including work required, nature of problem and full data capture.
During the booking/appointment process to check and update customer and vehicle details, in respect to address, contact phone numbers, e-mail and next MOT and Service due dates.
To promote/up sell additional products, services as required by the company, such as Service Plans, EDT etc.
Schedule all work to maximise workshop utilisation, ensuring that work is capable of completion in line with customer expectation offering alternatives if required.
To ensure that all customer concerns are dealt with speedily and effectively and that any unresolved problems are referred to your immediate supervisor.
Ensuring that all customer documentation is completed as accurately as possible and that their records are maintained.
To ensure all customers are notified of any problems relating to their vehicle within an agreed period.
To ensure where applicable that all customers vehicles have been cleaned in line with company policy prior to handover.
Meet customers and explain work carried out with invoice details, ensuring that payment is made before the release of any vehicle.
To ensure customers invoice/documentation is present in a Company or manufactures branded handover wallet and all relevant information is filled out.
At the time of handover to discuss and actively encourage customers to complete any manufactures CSI (Customer satisfaction survey) they receive.
To ensure completed job cards are invoice immediately with correct authority numbers where appropriate, and that customers have been notified of costs making the necessary collection/delivery arrangements.
Working Hours:
Mon-Fri (8:00-18:00)
1 Saturday morning per month, paid as OT (08:00-12:30)
Person Specification:
Smart and well-kept appearance.
To be numerate and literate at the clerical level required.
Ability to communicate clearly and concisely with customers and other staff members.
Ability to accurately record all information.
Excellent telephone techniques (Training given).
Ability and confidence to sell additional work and products. Training may be given.
Previous customer service experience or retail background.
To understand basic vehicle layout, function and associated component workings.
Good administration and organisation skills.
Ability to work in a team environment.
To adhere to companies Health & Safety Policies.
IT Literate.
If this is a role you are interested in, please apply online ensuring your CV is up to date