Service Advisor

6 months ago

Chichester, United Kingdom The HR Dept Full time

**THE BIRCHWOOD GROUP**

Here at Birchwood Group, it is our passion to ensure that each and every customer benefits from the choice, value for money, and peace of mind that makes buying a new car such an enjoyable experience. We're proud to represent a host of leading franchises in the automotive sector, including Ford, Škoda and Kia across East and West Sussex.

If you are looking for that next move up the automotive career ladder or looking to make a start in the industry, there's never been a better time to consider a move to the Birchwood Group. We are investing for the future, and we need passionate, committed people to help deliver an exceptional customer experience.

**MAIN PURPOSE OF JOB**:
To deal with all service customers in an efficient and courteous manner and to ensure a high standard of customer service. To help ensure customers are processed quickly through Reception and that paperwork and systems are operated smoothly.

To comply with and maintain Company policies, standards and procedures relating to quality and customer care within your Department.

**KEY TASKS**:
- Customer Viewpoint to be at or above National Average.
- Satisfactory mystery shops.
- Timely completion of all daily, weekly & monthly paperwork.
- No outstanding debtors over 90 days.
- WIP - Cash Account.
- Housekeeping.
- Customer Follow-Up.
- WIP - Ageing not greater than 60 days unless approved by the Group Financial Controller.
- Maintain Parts stock and help carry out perpetual checks.

**MAIN DUTIES AND RESPONSIBILITIES**:

- To accommodate the requirements of customers in a professional and courteous manner, through telephone and direct contact.
- To observe the Company and statutory regulations in respect of Health and Safety policy.
- Maintain the highest level of cleanliness and housekeeping within your area of responsibility.
- Load the Workshop to the level stipulated by your Manager.
- Ensure that all customer personal and vehicle details are accurately entered onto the database.
- Ensure that mechanical check forms and invoices are prepared and ready for presentation to customers at the agreed time.
- Ensure that all cash account payments are taken prior to release of the vehicle, unless authorised otherwise by the Aftersales Manager.
- Whenever possible contact customers, in advance, to advise completion of repairs or maintenance.
- Obtain prior authorisation and ensure the required documentation is completed for work on vehicles operated by lease companies.
- Ensure that loan vehicles are released to customers only when the appropriate documentation is completed and evidence of insurance validated.
- Ensure that Loan cars are presented to customers in clean order including both the interior and exterior.
- Advise customers of any situation that is likely to delay the completion of work beyond the agreed collection time.
- Ensure that all warranty criteria are observed including:

- Accurate and detailed receptin write up.
- N manually entered additions appear on warranty job cards.
- Advice regarding parts rdered is clearly indicated.
- The correct identification concerning repeat repair is entered.
- Mileage stamp is entered.
- All warranties to be entered within manufacturer’s guidelines and followed-up to a conclusion.
- Displaced Parts returns are done on a weekly basis.
- Inform the Aftersales Manager of any situation where a customer’s concern is likely to result in dissatisfaction.
- Ensure accurate reconciliation of all transactions.
- Ensure accurate logging of job cards onto the daily control indicating hours worked and invoiced.
- Operate reservations through the computer system.
- Print each days job cards the previous day and forward to Parts Department for pre-picking of parts. Add OASIS and Vehicle Health Check Service sheets to job set as required.
- Strictly adhere to all Company Viewpoint Procedures and Policies.
- All sub-contract work must be charged to the vehicle WIP and suppliers furnished with relevant purchase orders.
- Ensure that the mandatory requirements regarding the administration & operational aspects of MOT testing status are observed and report any areas of concern to the Aftersales Manager.
- All paperwork to be filed on a daily basis.
- Any other duties as requested by the Aftersales Manager.

**CONSTRAINTS**:
Holidays and time off work should be agreed in advance with the Aftersales Manager.

**RELATIONS WITH OTHER DEPARTMENTS/PEOPLE**:

- Maintain good working relationships with all other Departments and people in the Dealership.
- Service Reception - Workshop utilisation, vehicle progress, delays and staff shortages.
- Parts Department - Availability of parts.
- Other Departments & Sub-Contractors - Progress of vehicles.

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