Service Advisor

3 days ago

Hinckley, United Kingdom TMS Motor Group Full time

TMS Motor Group is offering a great opportunity for an experienced Service Advisor to join their busy, successful **Global** **Award-Winning** Service Department at their family run Hinckley KIA dealership.

To succeed in this role you will need to have strong Customer Service skills, a minimum of 2 years’ experience - **this is essential**.

As Service Advisor you must be able to work as part of a team, and also be able to work on your own initiative. You need to have a keen eye for detail, possess excellent customer facing skills, and planning/organisational skills, as you will be dealing with front-of-house customers as well as internal dealer staff from all areas of the business.

To assist you, there are systems and processes in place including a dealer management system (DMS), so you will ideally need to be IT literate and have experience of using DMS systems.

Manufacturer and in-house training will be provided for the successful applicant.

You must possess a full, clean UK driving license, and have held a similar position within the retail/customer service industry. **These are essential.**

**Main Purpose of Job**
- To effectively handle incoming customer calls by creating a friendly and professional impression
- To receive customer enquiries and determine the customer’s needs, encouraging the customer to make an appointment with the Service Department
- To have sufficient and current product knowledge to enable accurate information to be given to the customer
- 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
- Ensure all customers are handled courteously
- To maintain an accurate and efficient schedule of appointments and associated flow of paperwork, consistent with manufacturer and company procedures
- To handle all customers in a professional and friendly manner in accordance with Manufacturer and company customer satisfaction policies
- To ensure company processes are followed to improve Customer Satisfaction and retention. This includes embracing Customer Satisfaction Action Plans and proactively selling Service Plans
- 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

**Detailed Key Tasks**
- 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
- 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, service plans)
- To maximise the upselling of service hours, parts and accessories in accordance with company objectives
- 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
- To operate a suitable system for the management and follow-up of unsold additional work requirements (for example, ‘amber’ work)
- 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
- To be aware of key competitor products and manufacturer product specification advantages

**Key Responsibilities**
- To maximise customer satisfaction and retention, through the use of a customer follow-up that will ensure the database is updated in line with GDPR
- To effectively handle customer concerns to guarantee complete satisfaction
- 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
- 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
- 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
- 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
- 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
- To adhere to agreed staff development plans, undertaking manufacturer training and eLearning modules to achieve required certification l

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