Service Advisor

4 months ago

Broxburn, United Kingdom thl UK & Ireland Limited Full time

Reporting to the RVSC Aftersales Manager this role is focussed on customer satisfaction, financial performance and warranty handling.

The fundamentals of the role are to support the aftersales manager to evolve the department into high performance using all available tools at your disposal to be a high performing service advisor.

The measures of effectiveness will sit with financial and quality KPI’s which will be communicated in time for the coming period of measurement.

**Responsibilities**

Below is a list of responsibilities for the Service advisor which whilst comprehensive is not exhaustive

**Staff**
- Engage in the ongoing and improving health and safety measures in the department.
- Engage in the training and self development available to you
- Maintain appropriate working conditions and equipment for yourself
- Attend and engage in your monthly reviews and annual PDR’s
- Ensure that all elements of our group HR strategy are adhered to
- Maintain a disciplined and professional approach to work
- Involve all key team members in supporting your performance
- Conduct yourself in a manner appropriate to the role at all times
- Utilise all available data to drive individual performance
- Effectively work with all team members across the whole company
- Effectively work with all leadership members and deliver their expectations

**Stock**
- Support the Aftersales Manager with stock ordering
- Order appropriate stock in a timely and financially sound manner
- Maintain stock security at all times
- Carry out stock checks in accordance with company requirements when required
- Accurately record all stock received and despatched
- Utilise warranty to support both Just go and RVSC with replacement parts
- Upload all warranty claims using the appropriate systems and see the jobs to conclusion

**Customers**
- Ensure customer satisfaction is at the core everything you do
- Answer all calls into the department and facilitate a great outcome for the caller
- Deliver competitive, timely and accurate quoting and invoicing for all jobs
- Utilise all tools to drive trust and revenue (C it Now)
- Drive C it Now engagement using the dashboard and process maps
- Safeguard the customers vehicle and possessions whilst in the departments care
- Maintain effective communication both pre and post job
- Provide regular and timely updates to customers at all times
- Upsell work and services to customers on site
- Utilise all available tools to effectively market the customer base for future work (prospecting)
- Ensure fact-based responses are delivered to all customer queries
- Ensure that all forms of communication are responded to within agreed sla’s
- Effectively receive, manage, resolve and record any customer complaints and feedback and escalate where appropriate

**Person Specification**
- Proven experience of working in an effective aftersales environment
- Knowledge of customer service principles and practices
- Confident telephone manner
- Great interpersonal skills
- Good data entry and typing skills, paired with knowledge of I.T & Microsoft packages
- Commitment to delivering a high level of customer service
- Business focus and a desire to succeed beyond what is expected
- Resilient and flexible and able to work in a fast paced, dynamic and demanding workplace
- Good attention to detail with excellent planning and organisation skills
- Flexibility to respond to a variety of work situations

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

**Salary**: From £24,000.00 per year

**Benefits**:

- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Broxburn: reliably commute or plan to relocate before starting work (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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