Service Advisor

7 months ago

Preston, United Kingdom Simpsons SKODA Full time

Simpsons Skoda is one of the most successful family owned businesses in the region. As we continue to grow we need to invest in the future and that means investing in our people.

**The Simpsons Skoda Standard Benefits Package Includes**:

- New Car Lease Scheme available to All Employees Over 21
- Family Owned Business
- Pension Scheme
- 22 days paid annual leave.
- Birthday off after 3 years service.
- Leave increases to 25 days after 10 years service
- Staff Car Rental rates
- Friends and Family Discount Scheme* Watch to celebrate 10 years service
- Uniform provided
- Free Flu jab
- £25 towards eye care
- Cycle to work scheme
- Reduced workshop / MOT rates
- Staff Referral scheme
- VWG Accreditation Programme / Simpsons Academy
- Employee of the Quarter Awards
- Access to Ben.org services
- End of Year Awards Event
- Discounted Home EV Charger Installation

**Hours of Work**

Monday - Friday 08.00 - 17.30pm

One in 4 Saturdays 08.30am - 12.00pm

**Salary**

Basic £24,000 + Commission OTE £33,000

**Main Duties**
- To handle customer requirements for service and vehicle repairs in an efficient and courteous manner to ensure a high standard of customer satisfaction.
- To ensure customer requirements are fully understood and communicated in an effective manner to other members of the department.
- To record vehicle details and service histories accurately and effectively operate a customer follow-up system.
- Planning the optimum utilisation of workshop capacity in co-operation with the Service Manager and Workshop Controller.
- To carry out recall procedures in line with Manufacturer’s guidelines.

**OBJECTIVES AND KEY TASKS**

**Customer satisfaction**:

- To ensure the departments presentation is maintained to the highest standard in line with company / manufacturers policies.
- To ensure the highest degree of efficiency and understanding of customer requirements and to deal with any customer complaints courteously, promptly and sympathetically.
- To provide customer estimates according to company policy on schedules, times and pricing.
- Where necessary, invite the customer to talk about a vehicles problem directly with the technician, therefore aiding first time fix and improving customer satisfaction.
- Wherever necessary, instigate road tests with technician, ensure the customer is informed on the progress of their vehicle whenever appropriate and advise the customer of all work carried out.

**Improve profitability**:

- To ensure customer awareness of all products and services available.
- To sell additional products, services and repair work in a professional manner.
- Implementation of company and Manufacturer service promotions.
- Development of personal knowledge and experience in order to improve profitability, customer satisfaction and efficiency.
- To ensure accurate invoicing and job costing.
- Cultivation of business relationships.

**Cost control**:

- To ensure account customers have sufficient credit to enable all work advised to be carried out as agreed.
- Present invoices for payment to the customer providing an explanation of charges where required and making sure that the correct methods of payment are used.
- Complete repair orders and inform customers of additional repairs needed including prices and delivery dates. Obtain written confirmation before ordering major units and obtain suitable deposits.
- To ensure all cash sales are charged and money collected on completion of work.

**Record maintenance**:

- Maintenance and analysis of customer files and their use for customer care, and contact with inactive customers.
- To document all warranty and goodwill work as per the manufacturer’s requirements and retailer policy. Also ensure that all repair orders are correctly completed and customers claims are processed fairly and in a timely manner to deliver outstanding customer satisfaction at all times.
- Maintenance of customer information on the retailer DMS.

**General**:

- Maintain a safe and healthy working environment; ensuring adhere with Health and Safety requirements;
- To ensure all company and customer data is dealt with in line with the General Data Protection Regulations 2018;
- To ensure that confidentiality is maintained;
- To follow all Simpsons (Preston) Ltd policies and procedures as per the employee handbook;
- To champion the Culture and Values of Simpsons Skoda at all times;
- Any other duties commensurate with the position.

**MAIN FUNCTIONS**

**Staff**:

- To ensure that the Service Department customer area is sufficiently staffed at all times thereby ensuring a pleasant reception for the customer.

**Administration**:

- To ensure that all customer requests for servicing and repair are detailed on the job card and that customer’s sign the relevant section on the job card.
- To ensure the customer is advised of the type, range and cost of the repair order, and to follow up any incomplete work or future requirements the vehicle may have for repair or

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