Trainee Customer Service Advisor - Hayle, United Kingdom - Hawkins Motor Group

Description

We have the opportunity to take on Service Advisor trainee's, so if you want a career in Customer Services then this may be for you.

There is no experience necessary, although a driving license is preferable. We will provide high quality training and assistance in getting to know this role.

There is a decent earnings potential in this role and future progression.

Many thanks,

Tim - Aftersales Manager

Job title:
Service Advisor Reports to: Service Manager/Aftersales Manager

Main Purpose of Job

To effectively handle incoming customer calls by creating a friendly and professional impression

To receive customer enquiries and determine the customer's needs, encouraging the customer to make an appointment with the Service Department

To have sufficient and current product knowledge to enable accurate information to be given to the customer

To ensure the available hours are sold for each day. To monitor lead-time and fully utilise the time available, ensuring a suitable split between retail, internal and warranty hours is maintained according to company guidelines

Ensure all customers are handled with a high level of care

To maintain an accurate and efficient schedule of appointments and associated flow of paperwork, consistent with manufacturer and company procedures

To handle all customers in a professional and friendly manner in accordance with Manufacturer and company customer satisfaction policies

To ensure company processes are followed to improve Customer Satisfaction and retention. This includes embracing Customer Satisfaction Action Plans (for example, DCSI & Peugeot CSI) and proactively selling Service Plans (for example, KIA Care 3 & Hawkins Privilege Plans)

To ensure a safe working environment for employees by complying with statutory legislation and the Government's Health and Safety policy.

To report immediately any non-conformance to the appropriate Senior Manager

To follow all processes set out by Hawkins Motors


Detailed Key Tasks
To be responsible for managing the service booking system by understanding and interpreting customer needs to achieve the best solution and encouraging the customer to make an appointment

To consider the availability of resources and profitability targets whilst selling the added benefits of the Service Department (for example, genuine parts, fully trained Technicians, free visual health check)

To maximise the upselling of service hours, parts and accessories in accordance with company objectives

To ensure all booked vehicles are checked for outstanding recall/service campaign work prior to visit and parts pre-ordered to achieve 'First Time Fix' for the customer

To operate a suitable system for the management and follow-up of unsold additional work requirements (for example, 'amber' work)

To continually improve technical expertise, by personally keeping up-to-date on technical changes and developments and passing this information on through training and coaching to other personnel

To be aware of key competitor products and manufacturer product specification advantages


Key Responsibilities
To maximise customer satisfaction and retention, through the use of a customer follow-up system that will ensure the database is updated in line with the Data Protection Act

To effectively handle customer concerns to guarantee complete satisfaction

To have a basic understanding of human psychology and its effect on the negotiation process and, where necessary, effectively introduce management to achieve a positive outcome

To understand the key elements that make up face-to-face and telephone communication by understanding the role of communication in establishing and maintaining rapport

To be responsible for the prompt payment of customer invoices, ensuring the details are accurate and invoiced on the day work is completed and following company procedures regarding payment

To manage the correct implementation of company procedures regarding customer credit facilities. This may be measured by work-in-progress, defined as work remaining in the workshop uncompleted, the credit account debtors profile and any unpaid cash sales

To be responsible for the administration and maintenance of the filing and computer systems relevant to the department, providing reports for the Aftersales or Service Manager when requested

To adhere to agreed staff development plans, undertaking manufacturer training and eLearning modules to achieve required certification levels

To support the Aftersales and Service Manager in the control of manufacturer warranty procedures, ensuring the accurate, accountable and auditable process is maintained

Direct Relationships

Internal:
Aftersales Manager Service Manager Accounts and Administration Personnel All other departments

External:
All customers Manufacturer Representatives Distributors Suppliers


Job Types:
Full-time, Permanent


Salary:
£21,673.60 per year