Ford Service Advisor Reference Number - 0123445567567
Location Llandudno Junction
Salary Competitive

Service Advisor - Ford Llandudno Junction

A rare and fantastic opportunity has arisen at our successful, modern and every expanding dealership. We are currently looking to recruit and experienced Service Advisor to join the team. The successful applicant will be welcomed to join a strong team and a great dealer group. Reports directly to the Service Manager, and works with colleagues and other teams across the dealership to provide a seamless high standard of customer service.This is a customer focused position to provide excellent communication to customers to understand their needs. We recognise that our success comes as much from our culture as it does from our products and services! We believe in investing in our staff to achieve the best possible results.

Plans and co-ordinates Service activity to meet customer requirements and maximise workshop utilisation and profitability

Key Job Areas

Builds rapport and qualifies the customer’s requirements

  • Talks and listens to customers to build rapport and understand their service/repair requirements – both their stated and unconscious needs
  • Uses a good understanding of the customer’s needs to guide them towards the product/service that will best meet their needs
  • Captures/updates the customer personal Data as held on the Company’s DMS, ensures the customer has full understanding on the use of this Data ( GDPR Privacy Policy)

Agrees the details of the work that is to be carried out

  • Prepares Pre repair Job Packs ( as required by Franchise Partner) to accurately reflect the work required/requested by Customer, Completes a Pre Booking call to customer 48 hours before arrival.
  • Provides accurate estimates for servicing and repairs, ensuring that the customer is fully aware of the likely costs and timescales involved and setting expectations accordingly
  • Where it will add value for both the customer and the dealership Introduces the customer to the appropriate Workshop Controller or Service Manager to discuss any in depth details of a repair.
  • Schedules work to meet customer requirements, taking into account workshop 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 happy with the vehicle.

Co-ordinates workshop activity to deliver agreed work

  • Liaises with Parts Advisior 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 Control where appropriate detailed briefing on customer requirements or expectations.
  • Co-ordinates 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
  • Updates customer database to maintain accurate records of work carried out and aid future prospecting
  • Assesses and records warranty claims as per manufacturer's requirements

Updates the customer on progress and checks customer satisfaction on completion

  • Contacts customer to update on workshop 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 happy with the service provide
  • Works with colleagues and other teams across the dealership 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

Hours of work 42.5 per week. Alternate Saturday Mornings.

Starting Salary £20,400 + Bonuses paid on KPI's

Key success criteria

·        Workshop loading (hours booked)

·        Health Check Conversion and Sales Conversion

·        Parts and Labour Sales & margins

·        Customer satisfaction (CVP and Mystery Shop)

·        Customer complaints

·        Customer retention (e.g. new sales to existing customers)

·        Teamworking across the dealership (especially Sales and Parts)

*Must hold a full UK Driving licence

Apply for the Role Below

Take the next step in furthering your automotive career and join our team.

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    You must have eligibility to work in the UK. Please note, only suitable applicants will be contacted and incomplete CVs will not be considered.
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