Aftersales Service Coordinator

4 days ago

Birmingham, Birmingham, United Kingdom Aston Martin Full time
About the Role

We are seeking an experienced Aftersales Advisor to join our team at Aston Martin Birmingham. As the first point of contact for all aftersales guests, you will provide a professional reception and facilitate the efficient operation of the aftersales department's workshop to maximise the Guest Experience and departmental profitability.

Key Responsibilities
  • Book in vehicles, ensuring appointments are convenient for the guest and the company, and are in line with workshop capacity.
  • Produce accurate job cards, invoices, and related guest information, providing relevant information to both the workshop and external guests.
  • Greet all guests at reception, offering courtesy services as appropriate, and confirming details before repairs are carried out.
  • Inform guests on the progress of each job, ensuring authority for any additional work before it is completed.
  • Collect any money/signed authority due prior to the release of a vehicle and ensure this is processed promptly.
  • Log all guest complaints, passing relevant information to the manager, and ensuring a speedy conclusion.
  • Provide guests with explanations of all work carried out and recommendations, optimising additional upselling opportunities to enhance the Guest Experience.
  • Maintain records of all Service guests to enable guest follow-ups to be carried out.
  • Comply with all FCA requirements and operate within legislative guidelines at all times.
  • Inform, promote, and sell parts to external and workshop guests, making the most of opportunities via telephone and direct contact, and ensuring guest demands are fulfilled.
Requirements
  • Good literacy and numeracy skills.
  • Good IT skills.
  • Previous experience within an aftersales or service role desirable.
  • Have a mechanical awareness or understanding of cars and parts.
  • Previous stock control experience within a similar role.
  • Have excellent customer service skills and high levels of attention to detail.
  • Be enthusiastic, respectful, and friendly to guests and colleagues.
  • Have the passion and ability to deliver an outstanding Guest Experience.
  • Possess high levels of integrity and drive to succeed.
Work Pattern

This is a Full-Time position: Monday – Friday (08:00 – 18:00). Saturday (09:00 – 13:00) on a 1 in 4 rota basis.

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