Service Advisor

Location: Bicester Department: Service VW Salary: £28-32,000.00 Per annum + Bonus up to £4,000.00 per annum OTE £36,000.00 Hours: 40 Hours per Week plus 1 in 3 Saturday mornings (Paid at 1.5 rate) Contract Type: Permanent Cordwallis Bicester has an opportunity to welcome a new member to our Service Advisor Team. You will be the first point of contact between the customer and workshop so we’re looking for someone committed to delivering an excellent customer experience with great attention to detail. The Service Advisor in our business performs a pivotal role in the smooth running of workshop. You will provide relevant, accurate and timely information through each stage of our Service Core Process, ensuring that customer expectations are met and exceeded. Our Service Advisors also maximise service and parts profitability through upsell of identified defects in a professional manner as well as loading the workshop schedule to maximise workshop capacity and utilisation. You will need to be able to think on your feet, retain information and adapt to the demands of the day. We are a busy commercial dealer and no two days are the same Working with our Brands Volkswagen Commercial Vehicles, MAN Truck and Bus & Isuzu Trucks training and development opportunities are plenty within our organisation. All opportunities are there for candidates who want to take them. Cordwallis Group are a family business and that is just one of the things that sets us apart from other commercial dealerships Hours of work 42.5 hours per week across 3 alternating shifts Monday to Friday: 7.00am to 4.00pm 8.00am to 5.00pm 9.00am to 6.00pm All with 30 minute unpaid break each day Plus 1 in 3 Saturday mornings, 8.00am to midday. Responsibilities Understand and adhere to Service Core Process as set by the Brand and Company Carry out a robust job preparation process; focusing on the detail to ensure all customer vehicle issues and information are captured and followed up Inform customer of outstanding recall campaigns and arrange for work to be completed Clarify for the customer and workshop the basis for the repair Retail / Fleet / Warranty Check the account detail and level of credit left, obtain authorisation and obtain order numbers from customers Promote additional workshop services/repairs where applicable Deal with customer needs over the phone and face-to-face with a professional and friendly approach Carry out daily update calls to customers on vehicle progress in the workshop Follow up all No Show bookings Work in Progress (WIP) control for the dept Updating VORs on Manufacturer platforms on a daily basis Gain authorisation for work required either from the customer or via customer approval platforms Cost the work completed and raise invoices Carry out post workshop visit calls to ensure customers are happy with the experience and service provided Accept and process all walk-in bookings Provide customers with timely updates of vehicle progression through the workshop, monitor expected completion times and advise of any unexpected delays Maintain vehicle history and service records in an accurate, efficient and timely manner in line with customer requirements and operator licence standards Maintain invoice filing in an accurate, timely and efficient manner Ensure parts are ordered/requisitioned once relevant authority is received Ensure customer reception area is maintained to a high professional standard at all times Order/ arrange sub-contract work Build rapport with all staff and customers Ensure up to date knowledge and training on all franchise requirements Undertake such other tasks as may reasonably be required Enhance the image and reputation of the company whilst supporting its commercial interests Comply with good health and safety practice, all statutory requirements, company policies and standard procedures The Perfect Candidate Will Have Excellent attention to detail Excellent communication skills with customers and colleagues Excellent customer service skills Excellent interpersonal, verbal and written communications skills Proven organisational and administration skills Proactive approach to work Able to work to deadlines Problem solving skills Technical knowledge Analytical skills including working with statistical and costing information Ability to work in a fast pace environment and multitask Work on own initiative and as a team player Ideally you will have industry experience within the world of automotive – whether that be HGV or Light Commercial vehicles More About What Cordwallis Group Can Offer You Multi manufacturer training programmes available we will support you with your desired career progression level 30 Days Annual Leave including Bank Holidays Additional leave with service loyalty (3yrs / 5yrs / 7yrs / 10yrs) Holiday + Purchase Scheme (up to 3 days available to purchase) Employer Statutory Pension Scheme Free Class IV MOT per year Mental Health First Aiders Referral bonus if you introduce your technician friends (£1500) Paternity pay Full 2 weeks pay Personal Accident Scheme Corporate uniform provided Cycle to work scheme Onsite Parking EV Salary Sacrifice Scheme Working for a friendly family business Apply If this sounds like you, and you’re looking for a new challenge, please apply now We look forward to hearing from you. NB: We are currently only accepting applications from applicants based in the UK with the correct work permits. REF-225 562 LNKD1_UKTJ #J-18808-Ljbffr