Service Advisor

Midlands Truck & Van Ltd; Dunstable; On-site; GBP 25,000 - 35,000; Full time

Job summary

A reputable commercial vehicle dealer in Dunstable is seeking a Service Advisor to enhance customer satisfaction and maximize workshop profitability. In this role, you'll manage customer interactions, resolve issues effectively, and ensure timely service completion while maintaining strong working relationships. The ideal candidate will possess excellent customer service skills, organizational abilities, and practical experience in an After Sales environment. This position offers opportunities to develop additional services and enhance customer loyalty.

Qualifications

• Practical experience in an After Sales environment.
• Good basic administrational knowledge.
• Excellent listening skills.

Responsibilities

• Meet and exceed customer expectations for service.
• Handle customer inquiries and issue resolutions.
• Schedule and maximize workshop utilization.

Skills

Customer service skills

Technical communication

Organizational skills

Ability to handle pressure

Tools

DMS systems

Job description

Overview

Midlands Truck & Van is an approved Mercedes-Benz Franchised Commercial Vehicle Dealer with dedicated locations in Birmingham, Boston, Coventry, Dunstable, Milton Keynes, Peterborough, Wellingborough and Wolverhampton.

We are proud to offer New Van and New Truck Sales, Used Van and Used Truck sales and Aftersales solutions including 24hr servicing and parts availability.

We are currently recruiting for a Service Advisor to join our team at our Dunstable branch.

Responsibilities

To meet and exceed customer expectations and maximise workshop profitability.

To receive customers and their vehicles in a friendly and professional manner, discuss and confirm their requirements and take responsibility for the vehicle and the customer during its time at the dealership.

Take ownership of customer issues and to liaise with relevant parties to form and present a satisfactory resolution for both the business and customer.

Ensure that the requested work is completed on time and to the expected standards according to established guidelines.

To keep customers fully and regularly informed of changes to costs and expected completion times/dates ensuring that all job extensions are authorised.

Ensure that the authorisation of goodwill is appropriate and has been considered in an appropriate way.

Develop and sell other (additional) services and products that would help the customer.

Form and build customer relationships fostering trust and long term loyalty.

Validate & update DMS marketing records for existing customers or create record for new customers.

Use workshop loading tool to schedule and ensure maximum workshop utilisation and profitability through scheduled maintenance, repair, Service 24h and vehicle re-book work, ensuring that work is capable of completion in line with customer’s requirements.

To ensure that any customer mobility requirements are arranged if required and maintain appropriate schedules for courtesy vehicles and collection and delivery drivers.

Raise job packs for vehicles, ensuring that all required supporting documentation/checks have been completed and recorded.

Confirm customer payment terms/account. Manage the sub contractors to ensure the service levels and quality of work is to the correct standard and costs are assigned.

Promote other services and products to customer as appropriate.

Develop and sell other (additional) services and products that would help the customer.

Liaise effectively with key personnel.

Ensure proper use is made of technical information available.

Adhere to Health & Safety Policies and Procedures at all times.

Practical experience in an After Sales environment.

Ability to verbally communicate clearly and succinctly via telephone and face to face.

Should possess good customer relations skill to adapt to customers individual requirements whilst safeguarding company interests.

Should possess a calm and even temperament.

Ability to work effectively within a team environment.

Ability to handle pressure without it affecting working relationships and effectiveness.

Good basic administrational knowledge.

Demonstrably numerate and literate.

Should possess excellent listening skills.

Should possess strong self organisational skills.

Ability to ask diagnostic questions of reported defects based on customer description.

Ability to use MB systems to estimate accurately times for diagnosis and repair.

Ability to gain knowledge and understanding of servicing and repair jobs, to be able to estimate times for diagnosis and repair and the ability to determine condition of safety related parts i.e. tyres, brake pads etc.

Ability to convey information accurately between source and third party.

Ability to use all appropriate modules of DMS, particularly workshop loading and point of sale.

Ability to identify and differentiate between the various MBCV models and lines.

Knowledge of the function of all vehicle controls and systems for each model.

Ability to work positively with manufacturer representatives.

Focuses on the needs of the customer in the execution of the role and works to deliver customer satisfaction.

Flexibility

Prompts and responds to different ways of working in the face of changing situations.

Interpersonal Sensitivity

Aware of impact of own behaviour on others and modifies style to achieve results through good working relationships.

Resilience

Maintains stability of performance despite pressure.

Team Working

Contributes positively to a team in order to achieve common business objectives.

Apply online now

First Name *

Surname *

Email Address *

Contact Telephone Number *

Fax Number

Job Title * Applying for

Browse

Browse Please upload your CV.

Browse

Browse Please upload your cover letter

Submitting your details indicates your consent for us to process your personal data as explained in our privacy notice here . Please read this important notice, which contains details on how to exercise your privacy rights, including opting out of direct marketing.

Head Office: Midlands Truck & Van, 2 Cornwall Road, Cornwall Industrial Estate, Smethwick, Birmingham, B66 2JT