Job

Service Advisor

Apply now Arden Group

Salary:

The Arden Group are looking for either qualified Service Advisors or candidates with a strong customer service background who would like the opportunity to pursue a new career path with all the training provided to them and coaching from a fantastic front of house service team.

Role Purpose:                                                                                            

  • To provide a professional and knowledgeable first point of contact for customers of the Service Department at each of the Arden Maidstone Centres.
  • Achieve Departmental Targets
  • To be a Brand Ambassador in all interactions and communications
  • To achieve the “above national average” score in Voice of the Customer Programme and continually strive to improve processes and the overall customer experience in all interactions.
  • To control and manage Work in Progress (WIP)  – updating the customer, collecting payments and ensuring all paperwork, parts department updated, any relative warranty documentation is done within the guidelines as set out by the business.
  • Ensure all outstanding debts are collected expeditiously and are within agreed credit limits.
  • Provide cover for the department at either of the Centre’s – MINI or BMW, or as a Customer Service Advisor or in the Customer Support Team on Service Bookings, when required.
  • To cost the jobs correctly – using the facilities and systems available

5.    Detailed Responsibilities:

  • Greet all customers at Service Reception, offer courtesy services and confirm details before repairs are carried out.
  • Book in customer vehicles, ensuring the appointments are convenient for customer and for Arden as well as being in line with Company guidelines maximizing workshop capacity.
  • Provide accurate job cards and customer information
  • Liaise with Parts Department to ensure availability.
  • Keep customer update on the progress of each job, and obtain additional authority for work where required.
  • Keep customer update on the progress of each job, and obtain additional authority for work where required – using the T Card system.
  • Provide customers with a full explanation of work which has been carried out, and further work which is recommended, making the most of any additional selling opportunities.
  • Arrange for correct invoicing of customers.
  • Obtain payment and signed authority from customers before release of the vehicle and ensure that monies are processed promptly.
  • Maintain records of customers so that follow-ups can be carried out.
  • Maintain standards in the Reception area in accordance with procedures and identified customers needs
  • Maintain knowledge of processes and repair procedures.
  • Maintain high standards of professionalism, appearance and integrity at all times. 
  • Take actions to sustain and enhance levels of customer satisfaction
  • Respond promptly to any customer complaints and ensure timely and correct resolution.
  • Ensure that company standards are followed in relation to control of funds, remised, vehicles, and other company resources. 
  • Ensure that steps are taken to ensure safe working processes are followed and comply with  H&S legislation.
  • Maintain personal appearance and work space in a tidy and clean manner. To adopt a professional and appropriate dress code in line with current business directives.

Training

  • Attend any relevant training as required – both internal and BMW Group Certification courses, and annual model update programmes and courses for continual personal development.
  • Customer Service
  • Ensure customer service standards are maintained and reflect BMW Group brand values and to ensure consistent approach to overachieve BMW & MINI targets for Voice of the Customer.  

 Maximizing Profit

  • Work effectively with other personnel to ensure the smooth and effective running of the department and the company as a whole.
  • To work with the Service Management, Workshop Control and Service Advisor Team to increase upsell of service work
  • To embrace all training and development actions to help maximize dealership profit
  • To actively achieve set goals and targets.

Technology

  • Fully utilize all available BMW Group technology within the Centre’s processes.

Benefits. Second to none training through the BMW Academy, pension scheme, Company car  scheme, Benenden health care.


Apply now Arden Group

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