Central Booking Advisor

Cardiff
£20000.00

My client, a large commercial dealership, are looking for a Central Booking Advisor / Customer Service Advisor / Service to join their branch in Cardiff.

Objectives of the Central Booking Advisor / Customer Service Advisor / Service Advisor

To control and maximise all van service and MOT bookings across sites, the ideal Central Booking Advisor / Customer Service Advisor / Service Advisor will ensure that all calls are answered within the appropriate time frame in a courteous and professional manner; ensuring all aspects of the customer journey are completed.

The Central Booking Advisor / Customer Service Advisor / Service Advisor will be reporting to the Service Manager.

Responsibilities of the Central Booking Advisor / Customer Service Advisor / Service Advisor

·The Central Booking Advisor / Customer Service Advisor / Service Advisor will need to answer inbound telephone enquiries within 3 rings as per manufacturer expectation and greet the customer with the appropriate salutation
·To take all van service and MOT bookings via telephone for all sites
·Receive bookings through one link within the 20 minute average acceptance time
·The Central Booking Advisor / Customer Service Advisor / Service Advisor will receive and communicate My Van Service Bookings, within 1 hour average acceptance time
·To use compass to monitor Van Uptime bookings and pro actively contact the customer with appropriate service offerings
·Obtain from the customer booking all necessary details in respect of work required, to include mileage and complimentary VHC
·The Central Booking Advisor / Customer Service Advisor / Service Advisor will use workshop loading to schedule the booking; ensuring that work is capable of completion in line with customer's requirements
·To ensure that any customer mobility requirements are offered at point of booking and if required maintain appropriate schedules for courtesy vehicles and collection and delivery drivers
·Customers to be offered an estimate for work booked using SPPS & XPP
·To validate and update customers details on CRM or for new customers, create a record
·To raise job packs using XPP for each vehicle, ensuring that all required supporting documentation / checks have been completed and recorded
·To confirm customer payment terms / account
·The Central Booking Advisor / Customer Service Advisor / Service Advisor will promote and offer the customer advantages of service contract
·To arrange all sub-contract work and assign
·To liaise effectively with the service and parts teams regarding customer requirements
·Any other ad hoc duties as and when required by the business

Skills and requirements of the Central Booking Advisor / Customer Service Advisor / Service Advisor

·Practical experience in an After Sales Environment
·The Central Booking Advisor / Customer Service Advisor / Service Advisor will have the ability to verbally communicate clearly, professionally in a friendly manner and succinctly via telephone
·Ability to use all appropriate modules Autoline, particularly workshop loading, XPP and SPPS, Pro 4
·Ability to identify and differentiate between the various LCV models and lines
·Knowledge of the function of all vehicle controls and systems for each model
·Ability to ask diagnostic questions of reported defects based on customer description
·Ability to use the brand systems to estimate accurately times for diagnosis and repair
·Should possess excellent listening skills and strong organisational skills

Key Performance Indicators for the Central Booking Advisor / Customer Service Advisor / Service Advisor

Acceptance of all customer bookings across all platforms within the time scales required to meet company expectations
Efficient and accurate booking in the workshop loading to ensure customer time scales are met across all sites to achieve customer excellence bonus
Accurate use of XPP and SPPS to provide estimate and invoicing at point of booking

If you think this Central Booking Advisor / Customer Service Advisor / Service Advisor role is for you then please send your CV to Anthony Foulston at Autoskills UK on anthony.foulston@autoskills-uk.com or call 07384834764