SENIOR SERVICE ADVISOR

Location: Hayes
Salary: £30,000pa up to £35,000pa (dependant on experience)
Working hours: Monday to Friday

Our client requires an experienced Commercial Vehicle Service Advisor / Service Advisor / Service Manager for their Depot in the Hayes.

As Senior Service Advisor you will ensure the highest standard of courtesy and professionalism when interacting with customers and members of the public. Receive customer inquiries by telephone and in person, and successfully convert these into bookings maximizing service, sales and profitability by selling core, value added and incremental products. To accurately record vehicle information, service history, and effectively follow-up and prospect customers. 

Responsibilities of the Service Advisor / Service Advisor / Service Manager:

·To oversee the service department cash sale process through to payment.
·To attend meetings with key account holders – with or without DPM.
·To oversee the service department purchase orders, process through to invoicing to the customer.
·Manage depot query log to ensure queries are answered within 3 days and liaise with DPM as appropriate to resolution.
·To oversee the process of Parts Operator Claims and Special Consideration Claims.
·To authorise Service Dept credit notes and carry out month end reconciliation.
·Supervise team of CSR’s & CSR-Invoicer as required to ensure all KPI’s and timescales are met within responsibilities of these roles.
·To ensure PBP’s and development plans are completed for Team in accordance with Volvo Policy.
·To oversee the process of inputing all clock cards and produce wages information on spreadsheets for Dealerpoint Manager to check and forward to Wages Dept.
·Create, maintain and communicate the VOSP service plan to customers.
·Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects.
·Maintain customer contact information in workshop planner and CM.
·Ensure all MOT appointments are planned and communicated to customers and VOSA.
·Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract.
·Ensure that all proposed work is correctly specified based on standard IMPACT content and converted to GDS quotes.
·Gain formal (written) customer authorisation for quoted work (Retail/ VCM.)
·Agree timescales for unscheduled work with customers and follow through to completion.
·Ensure that all authorised work is properly codified on the repair order prior to handover to the workshop.
·Produce and explain invoice to customer at point of vehicle collection, resolve any queries or objections on a timely basis.
·Follow up after service / repair visit to check customer satisfaction as per WPP process.
·Produce W.I.P. reports as required.
Required competencies of the Service Advisor / Service Advisor / Service Manager:
·Technical knowledge
·Excellent telephone manner
·Excellent organisational and administration skills
·Proactive approach to work
·Able to work to deadlines
·Problem solving skills
·Analytical skills including working with statistical and costing information
·Ability to work in a fast pace environment and multitasking
·Work on own initiative and as a team player

Required experience of the Service Advisor / Service Advisor / Service Manager:

·Previous Service Advisor role would be preferred in a commercial vehicle environment
·Proven experience in a customer service role would be essential
·Preferred previous experience of working with budgets and statistical data

To apply, please call or send your CV quoting Senior Service Advisor to Danica Oraf
Danica.Oraf@autoskills-uk.com  
Tel: 0333 222 5978 (Mobile Friendly) Mob: 07388 995 018

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