Trainee Customer Service Advisor

6 months ago

Hayle, United Kingdom Hawkins Motor Group Full time

We have the opportunity to take on Service Advisor trainee's, so if you want a career in Customer Services then this may be for you.

There is no experience necessary, although a driving license is preferable. We will provide high quality training and assistance in getting to know this role.

There is a decent earnings potential in this role and future progression.

Many thanks,

Tim - Aftersales Manager

Job title: Service Advisor Reports to: Service Manager/Aftersales Manager

Main Purpose of Job

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To effectively handle incoming customer calls by creating a friendly and professional impression

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To receive customer enquiries and determine the customer’s needs, encouraging the customer to make an appointment with the Service Department

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To have sufficient and current product knowledge to enable accurate information to be given to the customer

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To ensure the available hours are sold for each day. To monitor lead-time and fully utilise the time available, ensuring a suitable split between retail, internal and warranty hours is maintained according to company guidelines

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Ensure all customers are handled with a high level of care

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To maintain an accurate and efficient schedule of appointments and associated flow of paperwork, consistent with manufacturer and company procedures

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To handle all customers in a professional and friendly manner in accordance with Manufacturer and company customer satisfaction policies

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To ensure company processes are followed to improve Customer Satisfaction and retention. This includes embracing Customer Satisfaction Action Plans (for example, DCSI & Peugeot CSI) and proactively selling Service Plans (for example, KIA Care 3 & Hawkins Privilege Plans)

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To ensure a safe working environment for employees by complying with statutory legislation and the Government’s Health and Safety policy. To report immediately any non-conformance to the appropriate Senior Manager

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To follow all processes set out by Hawkins Motors

**Detailed Key Tasks**

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To be responsible for managing the service booking system by understanding and interpreting customer needs to achieve the best solution and encouraging the customer to make an appointment

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To consider the availability of resources and profitability targets whilst selling the added benefits of the Service Department (for example, genuine parts, fully trained Technicians, free visual health check)

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To maximise the upselling of service hours, parts and accessories in accordance with company objectives

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To ensure all booked vehicles are checked for outstanding recall/service campaign work prior to visit and parts pre-ordered to achieve ‘First Time Fix’ for the customer

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To operate a suitable system for the management and follow-up of unsold additional work requirements (for example, ‘amber’ work)

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To continually improve technical expertise, by personally keeping up-to-date on technical changes and developments and passing this information on through training and coaching to other personnel

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To be aware of key competitor products and manufacturer product specification advantages

**Key Responsibilities**

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To maximise customer satisfaction and retention, through the use of a customer follow-up system that will ensure the database is updated in line with the Data Protection Act

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To effectively handle customer concerns to guarantee complete satisfaction

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To have a basic understanding of human psychology and its effect on the negotiation process and, where necessary, effectively introduce management to achieve a positive outcome

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To understand the key elements that make up face-to-face and telephone communication by understanding the role of communication in establishing and maintaining rapport

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To be responsible for the prompt payment of customer invoices, ensuring the details are accurate and invoiced on the day work is completed and following company procedures regarding payment

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To manage the correct implementation of company procedures regarding customer credit facilities. This may be measured by work-in-progress, defined as work remaining in the workshop uncompleted, the credit account debtors profile and any unpaid cash sales

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To be responsible for the administration and maintenance of the filing and computer systems relevant to the department, providing reports for the Aftersales or Service Manager when requested

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To adhere to agreed staff development plans, undertaking manufacturer training and eLearning modules to achieve required certification levels

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To support the Aftersales and Service Manager in the control of manufacturer warranty procedures, ensuring the accurate, accountable and auditable process is maintained

Direct Relationships
Internal: Aftersales Manager Service Manager Accounts and Administration Personnel All other departments
External: All customers Manufacturer Representatives Distributors Suppliers

**Job Types**: Full-time, Permanent

**Salary**: £21,673.60 per year

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