Service Advisor

Apply now Wilson Motor Group

Salary: £34K Uncapped

Service Advisor At Wilsons

Basic Salary £22K – £24K depending on experience

OTE £34K Uncapped

Wilsons Automobiles is a family owned business established in 1904. Our seven Franchise group in Epsom has over 1000 new and used cars on one 4 acre site with state of the art facilities. Our salaries, multi benefits and exceptional training make us an industry leading employer.

Are you looking for a job that combines your brilliant people skills with enthusiasm. We are a retail environment like no other — uniquely focused on delivering amazing customer experiences.

Service advisors are highly valued members of the team with responsibility for communication between the customer and the workshop. Our advisors know that customer service is more than completing the job – it’s about understanding the customer’s expectations, anticipating their future needs, and building long term trusted relationships.

Do you have experience in any retail operations, Estate agency, Airline passenger service, recruitment, hospitality, hotel reception, Banking, Finance and insurance, call centre, Supermarkets or customer service, then this could be the ideal opportunity for you!

Key Duties:

* Provide a knowledgeable, courteous, responsive, and efficient service expressing the brand.

* Manage all service telephone, email and walk-in enquiries.

* Meet and greet customers, qualify work, and identify customer’s additional needs at vehicle drop-off

* Continuously seek to improve customer service feedback by identifying service improvement opportunities within the aftersales department and sharing any customer feedback with the management team

* Ensure customer expectations and requirements are identified, and successfully managed, throughout the service process including follow up.

* Facilitate the efficient operation of the Service department workshop, booking work accurately, gathering and sharing all relevant information with the team.

* Efficiently manage customer communication through repairs with timely progress updates and gaining authorisation for additional work.

* Conduct telephone activity to maximise workshop activity with MOT and service reminder calls etc.

* Maintain knowledge of retention products and services up selling where appropriate.

* To discuss and up-sell additional work to the customer, where appropriate.

* Be transparent and conduct efficient handovers fully explaining repairs and invoices for customers.

* Carry out external inspections where necessary prior to handover to customer

Candidate Requirements:

* The successful candidate will be responsible for creating customer confidence in the aftersales operation by taking ownership of every customer’s experience.

* Candidates must have experience of delivering high levels of customer satisfaction in a very busy and demanding environment. Motor trade experience is desirable.

* People focused with the confidence and personality to develop long term customer relationships.

* Possess excellent communication skills with the ability to explain complex information accurately and concisely.

* Strong organisation and prioritisation skills – to schedule work effectively balancing the needs of the customer and the capacity of the workshop.

* Customer focused – able to identify and tackle critical issues. Be willing to find solutions and be prepared to maintain a positive customer experience.

* Able to work with defined processes and guidelines and have good core administration skills to accurately capture customer details to the required standards.

* Flexible team player. Able to undertake new tasks and use initiative to support after sales team during busy periods.

* Results focused, you will be resilient and overcome obstacles to success and to learn from feedback.

* A good technical awareness or understanding of vehicles and components is desirable, but not essential.

* Experience of up selling products or services is desirable, but not essential.

* Honest with high levels of integrity.

* Must have a valid UK drivers licence.

Apply now Wilson Motor Group

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