Service Advisor

Service Advisor

Service Advisor
Basic: GBP24,000 to GBP26,500
OTE: 46,500+
Monday to Friday 45 hrs pw (Rotered Saturdays 8-2pm)

What you'll be doing: As the Service Advisor you will be the main contact for the customer from initial meeting to finalising the invoice on completion and handing the vehicle back to the customer. You will be responsible for negotiating with the customer the work to be undertaken on their vehicle and keeping them informed of the progress and professionally resolving any issues that may arise, managing customer and business expectations. Customer Service experience and skills are essential to making this role a success.

Role responsibilities - including but not limited to

• To ensure all customer vehicles are fully repaired and serviced according to standards and within agreed timeframes
• To communicate with the customer regarding the repairs and any additional work required, providing excellent customer service and care
• To have thorough knowledge of the complete product range and have knowledge of our competitors
• To provide guidance and training to the team to improve their performance and to ensure that all Technicians are doing their jobs effectively and confidently, working as a team
• To monitor and ensure that the completion of all service and repair paperwork is completed promptly, ensuring customer satisfaction
• To establish and maintain excellent working relationships with our manufacturing partners
• To feedback to the Assistant Service Manager on staff welfare, absence, holiday and performance
• To ensure the Technicians are allocated to jobs according to skillset
• To ensure customer vehicles are handled with care whilst the responsibility of the Service Workshop and that all cars are cleaned and valeted ready for handover to customer

Who you need to be

• You must have excellent communication skills to communicate credibly with our customers, colleagues and senior management
• You must enjoy working in a fast-paced environment recognising individual responsibility to contribute to the performance and success of the team. You will have an understanding of the needs of others and a willingness to go the extra mile
• You will have the ability to keep up-to-date with complex information, proven selling skills and good analytical and problem-solving skills
• You will be good with administration, diary management and following up within agreed timeframes
• You will be able to develop rapport and trust with customers and to resolve conflict situations calmly and reasonably
• You will have a passion for customer service, have a process orientated approach and be professional and well presented

Your experience

• You will have at least three years' proven experience in customer service, negotiating and upselling within a premium brand franchised motor-trade environment
• You will have proven leadership, managerial and people development skills
• You will have strong business acumen and negotiation skills

What do we offer?

• Competitive salary
• 23 days' annual holiday plus bank holidays
• Company car - if applicable
• Performance related commission/bonus scheme
• Childcare Vouchers, Cycle to Work, & employee discount schemes
• Pension scheme & life assurance

Who are we?

The Stephen James Group is an authorised BMW and MINI car dealership based in London and Kent with 4 BMW and 3 MINI dealerships serving Enfield, Bromley, Ruxley and Woolwich.

Our company is driven by 5 Core Values: Unrivalled Service, Unquestionably Honest, People Obsessed, Creativity and Giving Back

We want you to click apply right now if Stephen James is the place for you to start your new career.

Service Advisor