Customer Service Consultant
2 weeks ago
Job Title:
Service Advisor
Position Type:
Permanent
Location:
Oxford
We are seeking a skilled Service Advisor to enhance our team at MPI Limited.
As the primary point of contact for our Service Department, you will be responsible for orchestrating and managing service operations to fulfill customer needs while optimizing department efficiency and profitability.
OTE:
- £30,000 guaranteed in the first year (with a realistic base salary ranging from £26,000 to £28,000 based on experience)
Working Hours:
- 8:00 AM – 6:00 PM
Team Composition:
- Currently 4 members (including manager)
Leave and Breaks:
- 25 days of annual leave plus bank holidays, 1-hour unpaid lunch break
Company Vehicle:
- No company car provided, but access to the CBS scheme after probation
- Discounts for you and your family on services, MOTs, and vehicle purchases, access to medical coverage through Simply Health, high street discounts, and a pension scheme.
Key Responsibilities:
- Engage with customers to build rapport and understand their needs, both in-person and over the phone.
- Utilize your expertise to guide customers toward suitable products and services.
- Provide precise estimates for services and repairs, ensuring customers are informed of potential costs and timelines.
- Facilitate introductions between customers and technicians for detailed discussions about required work.
- Schedule service work in alignment with customer needs, workshop utilization targets, job complexity, and parts availability.
- Promote the sale of genuine parts and accessories, leveraging opportunities to sell additional products and services.
- Coordinate vehicle delivery and collection or loan car arrangements, ensuring customer satisfaction.
- Collaborate with the Parts department to order necessary components and notify customers upon arrival.
- Prepare job cards detailing special requirements and distribute them to the workshop, briefing technicians as needed.
- Oversee the valeting of customer vehicles and any outsourced work, such as paint services.
- Manage the collection and delivery of vehicles for service or repair.
- Maintain an accurate customer database.
- Assess and document warranty claims in accordance with manufacturer guidelines.
- Communicate with customers to provide updates on workshop progress, managing expectations regarding costs and timelines.
- Invoice customers upon completion of work, reviewing invoices and providing detailed explanations as necessary.
- Inspect loan cars upon return and hand over the customer's vehicle.
- Follow up with customers post-service to ensure satisfaction with the provided service.
- Collaborate with colleagues across the center to deliver a seamless customer experience.
- Ensure that opportunities for sales by other teams are appropriately followed up.
- Verify that sufficient funds are available before releasing any vehicle, or collect payment from the customer.
- Handle customer data in compliance with GDPR regulations.
- Perform additional duties as required to support business needs.
Experience Required:
Minimum of 2 years of experience as a Service Advisor.
Please submit your CV for consideration.
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