Senior Service Advisor

We are looking for an experienced Senior Service Advisor for our very busy Peugeot / KIA franchise dealership in Sidcup with previous experience in a similar role and proven customer service skills.

The role will suit someone wishing to join a very professional friendly team of people dedicated to exceeding customer’s expectations with the ability to convey a professional and polite approach at all times.

We offer an attractive salary package which is negotiable depending on experience plus all the benefits of working for the South East’s leading privately owned Dealer Group.

**Job Purpose**:

- To be the focal point of contact for customers requiring servicing or repair to their vehicles.
- Managing the flow of information between the workshop, the rest of the W.J. King Group and the customer, delivering excellent customer service at all times.

**Key Responsibilities**:

- To manage all service telephone and walk-in enquiries.
- Qualify service needs and diagnose vehicle running problems where appropriate. Establish understanding and an agreement with the customer of the work to be carried out.
- Calculate workshop capacity ensuring that all details are entered onto the service workshop loading system.
- Manage the handover and administration of Customer Service Vehicles. Explain the work carried out on vehicle, ensuring customer’s full understanding and authorisation.

**Key Competencies**:

- **Communication.** Communicates clearly and concisely, both orally and in writing, with customers, colleagues and suppliers of all levels. Actively listens to others views and requests. Obtains information and checks level of understanding through effective questioning techniques.
- **Customer Focus.** Able to interact with customers in a professional manner. Identifies and understands customer requirements, and how these can be met through the products and services that are offered through the W.J. King Group. Able to translate this into actions in order to deliver high levels of customer satisfaction.
- **Analytical Ability.** Gathers and records verbal and numerical data in a comprehensive and effective manner. Analyses information for completeness and accuracy. Identifies key data, omissions and issues, escalating where necessary.
- **Effecting Control.** Approaches tasks and interactions with others in a systematic and structured manner. Supports the implementation and maintenance of proper controls and processes within the department or function. Uses systems efficiently and in accordance with policy. Takes appropriate action where there have been lapses in processes and escalates where necessary.
- **Relationship Building.** Develops productive and cooperative relationships with customers and colleagues through the use of rapport building techniques, empathy and effective interpersonal skills. Approaches sensitive situations with consideration for others and works to achieve constructive outcomes.
- **Influencing and Negotiating.** Able to influence others to accept or agree to their viewpoint or a proposed course of action through the use of convincing and reasonable arguments, supported by the effective use of the key features and unique selling points of relevant products and services. Negotiates fairly and effectively, supporting their position with well-reasoned arguments. Develops an approach designed to achieve win-win situations for customers, colleagues and the W.J. King Group.
- **Commercial Awareness.** Develops and maintains a level of knowledge of the motor industry and the products and services that are offered through the W.J. King Group, appropriate to their role.
- **Brand Alignment.** Aligned to the W.J. King Group brand values and demonstrates these in their behaviours and approach to people and tasks. Displays honesty and integrity in everything they do.

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£38,000.00 per year

Additional pay:

- Bonus scheme

**Benefits**:

- Company pension
- Employee discount
- Sick pay
- Store discounts
Schedule:

- 8 hour shift
- Monday to Friday
**Experience**:

- Customer service: 5 years (preferred)
Licence/Certification:

- Driving Licence (preferred)