Senior Service Advisor Volvo Cambridge

4 weeks ago

Cambridge, United Kingdom Marshall Motor Group Full time

**Senior Service Advisor Volvo Cambridge**:
Job description

**Senior Customer Service Advisor**

**Location**: Volvo Cambridge

**Hours**: 47.5 hours per week, including Saturday mornings on a rota basis

**Salary**: Basic plus OTE up to £38,000 (site dependent)

**Benefits**: 25 days annual leave plus bank holidays, life assurance, pension scheme, wellbeing support, employee discount for servicing and popular retailers, as well as a purchase discount scheme

**Bonus schemes**: Customer satisfaction and team performance bonus schemes

**Who we are**

Marshall Motor Group is one of the UK’s largest car dealer groups representing 23 of the world’s most popular and celebrated car, van, truck and motorbike manufacturers with 141 dealerships situated across 34 UK counties.

We are as passionate about our people as we are our customers. As part of the Constellation Automotive Group which includes webuyanycar, cinch and BCA, there are huge opportunities for you to find your place and build the career you want.

**The role**
- As a Senior Service Advisor, you play a vital role in the dealership, being the point of contact between the customers and our workshop. You will lead a team of Service Advisors so previous experience in an Automotive dealership is essential. You will be based front of house in the showroom, so need to be passionate about helping customers. Your first couple of weeks will include our Marshall Customer Journey induction programme, shadowing opportunities and a buddy system, all designed to help you settle into your new role.**Who you are**
- Previous customer service experience is essential in an automotive dealership
- You will have a passionate about the customer journey and giving a great customer experience
- You are comfortable working to deadlines and managing customer expectations with regular communication and updates
- You will have strong attention to detail and be organised, as you will manage your own customer base and workload
- Feel confident supporting with complex customer issues professionally and leaning on management for guidance where necessary
- Tech savvy, ideally having used CRM systems in the past

**What you’ll do**
- You will be involved in training and supporting new members into the team and be a pivotal point of contact for your team and customers
- Ensure your team are consistently highly performing and achieving set KPI’s and targets through coaching and development
- Establish and manage the customer relationship ahead of their booking, greeting them on arrival
- Supporting the customer’s experience through their Marshall journey in a positive and proactive manner
- Complete all administration duties linked to the customer in an accurate and sympathetic manner
- Proactively supporting the customer with future requirements
- Working as part of a team to drive outstanding customer service and retention

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.

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