Aftersales Advisor
1 month ago
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 maximize 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, optimizing 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.
- To 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.
- Accurately complete and store all paperwork, including picking slips, guest contact details, sales, and lost sales information to ensure up-to-date guest information is available and accessible at all times.
- Check all parts returned by guests for damage and condition, noting down returns details, and logging the parts back into the department.
- Maintain an accurate account of stock via stock check and booking out procedures of parts.
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.
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.
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