Salary: Apprentice Service Advisor Full Time
Closing Date: Monday, 31 July 2017
Salary: Apprentice rates
Hours: Full time
This fantastic opportunity will allow the right candidate to learn on the job as full training is provided on a apprentice basis. The candidate will benefit from working with experienced team, who provide first class and award winning customer service to all their customers. Apprentice rates apply for salary purposes.
Builds rapport and qualifies the customer’s requirements • Listens carefully to customers to build rapport and understand their requirements (both stated and unconscious needs), working both face to face and over the telephone • Uses a good understanding of the customer’s needs and the products that are available to guide them towards the product that will best meet their needs • Quotes prices and availability of stocks and accessories to customers • Encourages the sale of genuine parts and accessories whenever possible, acting on opportunities to sell additional products/services and market current promotions
Agrees the details of the work that is to be carried out • Learns to provide accurate estimates for servicing and repairs, ensuring that the customer is fully aware of the likely costs and timescales involved and setting expectations accordingly • Introduces the customer to the appropriate technician to discuss details of the work that is required, where this will add value for both the customer and the Centre • Learns to schedule work to meet customer requirements, taking into account workshop/bodyshop utilisation targets, job complexity and parts availability. • Encourages the sale of genuine parts and accessories whenever possible, acting on opportunities to sell additional products/services and market current promotions • Agrees vehicle delivery/collection or loan car arrangements. Hands over loan car keys once all checks are complete and ensures that the customer is completely satisfied with the vehicle.
Co-ordinates workshop activity to deliver agreed work • Liaises with colleagues to order parts. Notifies customer on arrival to allow work to be scheduled and minimise parts stockholdings (WIP) • Writes job card, detailing any special requirements and distributes to the workshop/bodyshop – briefing technicians where appropriate
• Works with colleagues to co-ordinate valeting of customers vehicle and any other work to be sublet e.g. paintwork • Organises the collection and delivery of cars for service or repair • Learns to update customer database to maintain accurate records of work carried out and aid future prospecting
Updates the customer on progress and checks customer satisfaction on completion • Contacts customer to update on workshop/bodyshop progress, agreeing any additional spend and managing customer expectations re costs and timings • Invoices customer on completion of work. Reviews invoice with the customer, providing a detailed explanation where necessary • Checks loan car on return and hands over the customers car • Ensures that each service or repair is followed up with a personal call to check the customer is completely satisfied with the service provided
Works as a full member of the Centre team (especially Sales and Parts) • Works with colleagues and other teams across the Centre to provide a seamless service to customers (e.g. by informally observing and responding to the needs of customers who are not being attended to by other members of staff) • Ensures opportunities for sales by other teams are followed up by the most appropriate specialist
Works towards Key success criteria • Workshop/bodyshop loading (hours booked) • Parts and accessory sales & margins • Customer satisfaction (CCS and Mystery Shopper) • Customer complaints (dealt with correctly and efficiently) • Customer retention (e.g. new sales to existing customers • Works as a full member of the Centre team (especially Sales and Parts)
♦ Good standard of education with a qualification in Maths and English
♦ Excellent IT Skills in all MS Office packages and Internet and Email
♦ Excellent communication, administrative and organisational skills
♦ Excellent customer service/people skills
♦ Polite, calm and approachable persona
♦ Must be a team player
♦ Ability to work on own initiative or with minimum supervision
♦ Must have flexible ‘can do’ approach
♦ Full UK driving license
♦ Proven experience in an Administration Role
♦ Proven experience in a Sales Role
♦ Hold a recognised motor industry qualification or equivalent
The above principal accountabilities are not exhaustive and may vary without changing the character of the job or level of responsibility
The above duties may involve having access to information of a confidential nature, which may be covered by the Data Protection Act. Confidentiality must be maintained at all times.
The post holder must be flexible to ensure the operational needs of John Roe Group and partnership organisations are met. This includes undertaking duties of a similar nature and responsibility as and when required.
To promote John Roe Group’s Equal Opportunity Employment Policy
The Health & Safety at Work Act (1974) and other legislation places responsibilities for Health & Safety on all employees. Therefore, it is the post holder’s responsibility to take reasonable care for the Health and Welfare of him/herself and other employees in accordance with legislation and John Roe Group’s Safety Policy and programme.
Where the post holder is disabled every effort will be made to supply all the necessary employment aids, equipment or adaptations to enable him/her to perform the full duties of the job. If however, a certain task proves to be non achievable then job redesign will be given full consideration.
It is the responsibility of the individual to inform the Health & Safety Department (In Strictest Confidence) of their medical history and any changes, which could affect their work duties.