Service Advisor - Destination Triumph

THE BIRCHWOOD GROUP

Here at Birchwood Group, it is our passion to ensure that each and every customer benefits from the choice, value for money, and peace of mind that makes buying a new car such an enjoyable experience. We're proud to represent a host of leading franchises across East and West Sussex.

If you are looking for that next move up the automotive career ladder or looking to make a start in the industry, there's never been a better time to consider a move to the Birchwood Group. We are investing for the future, and we need passionate, committed people to help deliver an exceptional customer experience.

We are now looking to enhance our Sales team and are looking to recruit an exceptional Service Advisor at our Destination Triumph dealership in Washington, West Sussex.

MAIN PURPOSE OF JOB:

To deal with all service/parts customers in an efficient and courteous manner and to ensure a high standard of customer service. To help ensure customers are processed quickly through Reception and that paperwork and systems are operated smoothly.

To comply with and maintain Company policies, standards and procedures relating to quality and customer care within your Department.

By recognising and following work rules, you must demonstrate a willingness to foster strong working relationships with your colleagues functioning as a team player who is willing to accept and respond positively to criticism.

KEY TASKS:

• • Maintaining high levels of customer service
  • Satisfactory manufacturer CSI results of 72% or above
  • Timely completion of all daily, weekly & monthly paperwork.
  • No outstanding debtors over 90 days.
  • Housekeeping.
  • Customer Follow-Up.
  • WIP – Ageing not greater than 60 days unless approved by the General Manager

MAIN DUTIES AND RESPONSIBILITIES:

• To accommodate the requirements of customers in a professional and courteous manner, through telephone and direct contact.
• To observe the Company and statutory regulations in respect of Health and Safety
• Policy.
• Maintain the highest level of cleanliness and housekeeping within your area of responsibility.
• Load the workshop efficiently with profitable business as directed by the Aftersales Manager.
• Ensure that all customer personal and vehicle details are accurately entered onto the database.
• Ensure that VHC check forms and invoices are prepared and ready for presentation to customers at the agreed time.
• Ensure that all cash account payments are taken prior to release of the vehicle, unless authorised otherwise by the Aftersales Manager.
• Whenever possible contact customers, in advance, to advise completion of repairs or maintenance.
• Obtain prior authorisation and ensure the required documentation is completed for work on vehicles operated by lease companies.
• Ensure that loan vehicles are released to customers only when the appropriate documentation is completed.
• Ensure that Loan bikes are presented to customers in clean order.
• Advise customers of any situation that is likely to delay the completion of work beyond the agreed collection time.
• Ensure that all warranty criteria are observed including:
  • accurate and detailed reception write up.
  • no manually entered additions appear on warranty job cards.
  • advice regarding parts ordered is clearly indicated.
• the correct identification concerning repeat repair is entered.
• mileage stamp is entered.
• All warranties to be entered within manufacturer’s guidelines and followed-up to a conclusion.
• Inform the Aftersales Manager of any situation where a customer’s concern is likely to result in dissatisfaction.
• Ensure accurate reconciliation of all transactions.
• Ensure accurate logging of job cards onto the daily control indicating hours worked and invoiced.
• Actively ring existing customers using the aftersales diary to pre book business on a daily basis.
• Print each days job cards the previous day and forward to Parts Department for pre-picking of parts. Add Vehicle Health Check Service sheets to job set as required.
• Strictly adhere to all Company Viewpoint Procedures and Policies.
• All sub-contract work must be charged to the vehicle WIP and suppliers furnished with relevant purchase orders.
• To be able to manoeuvre motorcycles up to 400KG
• Ensure that the mandatory requirements regarding the administration & operational aspects of MOT testing status are observed and report any areas of concern to the Aftersales Manager.
• All paperwork to be filed on a daily basis.
• Any other duties as requested by the Aftersales Manager.

SALARY

£25,000 + Bonus (OTE £35,000)