Service Advisor in Caldicot - Staffline Express

Description

If you are a motivated individual who thrives in a customer-centric environment, we encourage you to apply for this exciting opportunity and join the largest independent Scania distributor in Europe.

The role of the Service Advisor is to act as a single point of contact for the customer, providing relevant, accurate and timely information through each stage of the process, ensuring customer expectations are met and exceeded.

Your Time at Work

• Comply with company Safety, Health and Environmental (SHE) policies at all times.
• Work in accordance with the Service Flow.
• Handle telephone enquiries, answering the phone in a friendly and open manner using the company standard greeting.
• Plan work by running ADP service due reports, checking customer data quality and arranging work with

customer, capturing mileage via C200 or verbally.

• Create job cards, checking for existing parts and service WIPs and campaigns, liaising with customer

and follow through to completion. Load job into Customer Compliance System.

• Agree with the customer and workshop who will pay for the work
• Retail / Warranty / Contract.
• Check account detail and level of credit left, obtain authorisation and obtain order numbers from

customers.

• Maximise service and parts profitability through the use of professional sales techniques.
• Load workshop schedule to maximise workshop capacity utilisation.
• If a courtesy car is to be provided, manage the booking, checking out and checking back in via ADP.
• Ensure all MOTs are planned via ADP and communicated to customers and VOSA.
• Meet and greet all customers on arrival in a professional and friendly manner.
• Check vehicles in and out via Workshop Loading in ADP.
• Obtain full description of product issues from customer, using open questions, to enable the workshop to quickly diagnose the cause.
• Ensure customers' defect procedures are adhered to.
• Maintain ADP workshop loading, keep customers informed of job progress at all times, liaising with the workshop; advise customers of any extra work required, supplying an estimate for any additional work, utilising Fixed Price Repairs where possible, and obtaining the customer's authorisation.
• Assist in maintaining a daily flow of quality job cards to Coster for invoicing.
• Check and issue sublet order numbers (ensure FPR used where applicable) to specialist / external

agents and arrange / plan such works as required.

• Explain invoice to customer if applicable at point of vehicle collection.
• Explain and book any outstanding defects for next scheduled event. Follow up after the service / repair visit to check customer satisfaction as per the Service Flow.
• Carry out any depot administration tasks as assigned by the General Manager.
• Pass leads on to relevant departments for potential business.
• Communication handover across shifts, work that is due to come in and anyone needing contacting.

Our Perfect Worker

• Excellent customer service skills
• Able to build good relationships internally and externally
• Basic technical understanding of products
• Understanding of Operators Licence Laws and Regulations
• Knowledge of the Autoline system (nonessential)(Kerridge)
• Negotiation skills (negotiate with customer)
• Able to negotiate effectively with the aim of reaching

agreement with customers

• Highly organised & proven administration skills
• Ability to work under pressure and without supervision
• PC literate competent user of MS Office and able to quickly learn new software packages
• Able to work as a team player and multitask within a busy department

Key Information and Benefits
Monday - Friday 42.5 Hours
08.00am-17.30pm (inclusive of a 60-minute unpaid break)
Plus Alternate Saturdays am-12.00pm paid at the appropriate overtime rate

About Staffline
Staffline is the biggest recruiter in the UK and Ireland, and we believe in putting people first. Every day, we help tens of thousands of people find work in logistics, food, transport, retail, and agriculture. We can do the same for you.

We listen to the needs of our workers and always aim to offer flexible shift work and opportunities for overtime, as we know these are important to you.

Each of our locations has dedicated 24-hour OnSite support, so you can always speak to a Staffline representative. Staffline is proud to be an equal opportunity employer.

Please note that our job adverts are correct at the time of publication, but some details and job responsibilities are subject to change.

This job advert may not be copied, imitated or used, in whole or in part, by third-party websites, without prior written consent from Staffline.