Service Advisor

1 month ago

Hertford, United Kingdom Alecto Recruitment Ltd Full time

Alecto Recruitment is currently recruiting for an experienced Service Advisor within the Hertford area.

Our Client is an established Main Dealership representing one of the most prestige Car brands in the world.

**Responsibilities and Duties**
- Maintain a high standard of personal presentation at all times.
- Review assigned jobs on the day prior to their appointment, checking documentation is to the required.
- Contact assigned customers on the day prior to their appointment to introduce self and clarify work to be carried out as well as contact details etc.
- Follow defined procedures regarding service bookings, including responsibilities for ensuring specific service operations are authorised and completion of customer documentation.
- Greet customers on arrival to Reception in a friendly and professional manner, taking receipt of vehicles and confirming requirements, contact details and estimation of completion time, as well as providing business card and direct dial telephone numbers.
- Monitor progress of assigned jobs, keeping customers updated at regular intervals and recording such updates on the job control system.
- Ensure prices are quoted and necessary authority gained to carry out works prior to being passed to workshop. This includes credit account customers and warranty companies.
- Gain authority for any additional works found to be required, providing price quotes and recording authority gained as per requirements.
- Upon completion of work, ensure vehicles are cleaned and invoices created in line with quoted prices.
- Inform customer of vehicle ready for collection, explaining work carried out and invoice value; and organise collection time.
- Provide informed, professional advice to customers on issues relating to their vehicle and entitlements.
- As per defined process, ensure that parts are not ordered unless vehicle is remaining on site or has arranged booking date.
- For retail customers, ensure payment obtained for ordered parts if the vehicles is not remaining on site until they are to be fitted.
- Follow company procedures for cash handling, and for other payment/account transactions.
- Follow defined re-booking process, completing necessary documentation to allow creation of new WIP wherever possible.
- Monitor all assigned WIPs to ensure fully invoiced in a timely manner, addressing any issues preventing this from occurring.
- Be conversant with status of those outstanding and report to Service Manager with updates as required.
- Follow defined customer handling standards when dealing with customers, both face to face and by telephone, including ensuring all telephone messages are returned in a timely manner.
- Handle any customer complaints in a professional manner, including update of Customer Complaint Resolution Plan (CCRP) as per required standards and time frames.
- Ensure courtesy car management process is adhered to, including correct completion of all paperwork and Dealer Car Manager (DCM) system, as well as completion of damage/fuel level inspections.
- As required, manage the co-ordination of collection and delivery service resources.

**Qualifications and Skills**
- Minimum of 4 years experience within a dealership Aftersales environment, including 2 years in a customer facing position.
- Good fundamental knowledge of automobile technology, including the ability to recognise and name all major components.
- Work alongside Technicians to estimate accurate times for diagnosis and repair.?
- Ability to advise on condition of safety related parts, i.e. tyres, brakes, wiper blades.
- Good basic administration knowledge and skills.
- Ability to handle pressure without it affecting working relationships and effectiveness.
- Have a calm and even temperament with strong self-organisational skills?.
- Ability to communicate clearly and professionally both face-to-face and via telephone.
- Ability to convey information accurately between source and third party?.
- Demonstrate an understanding of targets and the measures needed to achieve them.

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