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Senior Service Advisor

2 months ago

Hounslow, Greater London, United Kingdom Sprint Recruitment Limited Full time
Job Description

Job Title: Senior Service Advisor - Commercial Vehicle Workshop

Job Type: Full-time

Industry: Automotive, Transportation

Location: Heathrow, Middlesex

Job Description:

We are seeking an experienced Senior Service Advisor to join our team at a Commercial Vehicle Workshop in Heathrow, Middlesex. As a Senior Service Advisor, you will be responsible for providing exceptional customer service, managing customer bookings, and ensuring that all vehicles are serviced and repaired to the highest standards.

Key Responsibilities:

  • Answer incoming telephone calls to the site, using questioning techniques to ascertain requirements and transfer callers to appropriate colleagues where necessary.
  • Handover from Day shift to Night shift
  • Greet visitors to the site, ensuring Health and Safety regulations are being met and maintaining high standards of cleanliness and housekeeping in the customer-facing areas.
  • Assisting the other Service Advisors
  • Dealing with customers on the reception desk.
  • Ensure all customer bookings are consistently and accurately recorded and payment is taken where appropriate. To control cash sale vehicles when onsite and make sure the correct payment is made before the vehicles leave
  • Proactively manage customer inspection schedules liaising with the customer and workshop and managing the daily dairy.
  • Work with the workshop and parts department to make sure the best option is available for the workshop and the customer to get the vehicle on the road in time for a deadline. This will include chasing the parts department and communicating with the workshop controller daily.
  • Be flexible in your approach and be an effective team player for the development of both you and the business.
  • Liaise with customers to arrange MOT bookings to comply with the o-license schedule
  • Control Workshop and part department to ensure vehicle quotes are sent to customers within the appropriate time from when the job is diagnosed, then followed up with customers until an answer is reached.
  • Work in process is controlled and reported back to the business administrator for invoicing
  • Providing progress updates and estimates to customers
  • Customer post repair follow up calls.
  • To carry out any other duties and admin to include typing, creating and pricing job cards, uploading documents, emailing, VOR, reports and filing deemed to be seasonable within the individuals capabilities requested by Manager
  • Carry out Yard Checks and update spreadsheet
  • Create Day and Nightshift time sheets
  • Create Weekly Clock Cards

Principal Areas of Responsibility:

  • Responsible for Warranty and Contract Jobs
  • General Reception work
  • Prioritise Workload
  • Deliver promised work on time and to a high quality standard

Requirements:

  • Experience in working in a vehicle dealership or fleet / transport industry where booking in vehicles for service, MOT and maintenance was involved (essential)
  • Be able to work in an organised & methodical manner in a fast-moving environment
  • Have a friendly and helpful nature with the desire to deliver excellent customer service
  • To be able to effectively communicate with customers and colleagues
  • To be able to identify customers needs & propose appropriate solutions
  • Attention to detail
  • Team Leader or supervisory experience
  • Negotiation skills
  • To always conduct yourself in a professional manner
  • To be able to remain calm and patient in a dynamic business environment
  • A proactive approach which ensures that customers expectations are met and exceeded.
  • Flexible and positive approach to changing circumstances and changing priorities
  • Team Oriented
  • Basic knowledge of Word, Excel & Outlook applications & general computer literacy