Senior Service Advisor

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Location
Hedge End / Southampton

Region
Hampshire

Category
Toyota - Hedge End (STH)
(Service)

Vacancy Type
Permanent/Full Time

Salary
£27,000 - £36,000 OTE Competitive Salary (Uncapped)

Job Summary

Senior Service Advisor

Role & Purpose

The Senior Service Advisor is a member of the Service Team and will report to the Service or Aftersales Manager. The Senior 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.

The senior service advisor should take responsibility for all Snows and brand objectives in the absence of their line manager and should develop a comprehensive working knowledge of all areas within the service department.

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 the procedures for customer satisfaction and complaints handling as defined within your dealership.
• Ensure customer is aware of all products and services available.
• Taking the lead in EVHC upsell and achievement of both sold and completion metrics.
• Ensure Bumper is offered to all customers and colleagues are supported with any gaps in knowledge.
• Initiate documentation and maintain customer records and follow up systems.
• Provide customers with accurate estimates, and notify customer's promptly that work is either required, or has been completed.
• Take on the responsibility for reporting the current status of work in progress to their line manager.
• 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 - complaints should be escalated to management in a detailed manner.
• To safeguard and protect the customer's vehicle and its contents whilst being repaired or serviced, ensuring adequate vehicle protection is used. Ensuring all customer vehicles are secured overnight.
• 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, ensuring that Snows culture is a positive one.
• Develop and maintain good working relationships with all dealership personnel.
• Maintain effective liaison with workshop staff and assisting with workshop control
• Always follow good practice
• Always operate within the law and adhere to all company policies and procedures, escalating issues of non-compliance to line manager
• 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 and be the first point of contact for complaints.
• 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.