Service Advisor & Service Team Manager

Sandown Group; Poole; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading automotive service provider in Poole seeks a Service Team Manager to oversee customer after-sales experiences and ensure workshop efficiency. The role involves managing customer expectations, scheduling orders effectively, and promoting after-sales services. Essential skills include attention to detail, experience in the automotive sector, and knowledge of the Kerridge system. The successful candidate will work 45 hours per week with additional hours on Saturdays. Competitive pay and a professional environment are offered.

Qualifications

• Experience in a similar role within the automotive industry is required.
• Must hold a full Driving Licence.
• Must be immaculately attired as is fitting for the Mercedes brand.

Responsibilities

• Manage customer after sales experiences to maximize satisfaction.
• Sell after-sales services and schedule customer orders.
• Work with the workshop team for optimal performance.
• Keep customers informed about the status of their vehicles.

Skills

High levels of attention to detail

Highly organised

Understanding customer needs

Knowledge of Kerridge system

Education

Maths GCSE at grade 5 (C) or above

Job description

An opportunity has arisen to join us as a Service Team Manager at our Sandown Van Centre in Poole. The Service Team Manager is responsible for every aspect of a customers after sales experience. The main purpose of the role is to maximise workshop profitability whilst exceeding customer expectations and satisfaction.

The successful applicant will actively sell after-sales services in a customer-oriented manner, ensuring the workshop is working to full capacity by effectively scheduling customer orders.

Main Duties

• To receive customers and their vehicles in a friendly and professional manner, discuss and confirm their requirements and take responsibility for the vehicle during its time at the Retailer.
• To work with the workshop team to achieve the highest possible levels of performance.
• Keeping customers informed of the status of their vehicle, giving comprehensive technical and commercial advice on the extent of work to be done and, provide a cost estimate for repair work.
• Inform customers and potential customers about accessories and subsequent fitting of optional extras, promote any accessory campaigns.
• To ensure that collection and delivery drivers operate to schedule and meet customer and workshop expectations.
• To ensure all customer and vehicle data is correctly captured and loaded to the Kerridge DMS and updated as required.
• To ensure that repair orders are raised and processed according to the established guidelines and that work is completed to schedule and required standard.
• To ensure that invoicing is accurate and completed on time.
• To take responsibility for sub contracted repairs and ensure the work has been completed.
• Ensure that proper use is made of technical information and that it is understood how to use the manufacturers systems.
• To ensure all relevant warranty documentation and parts are identified and are kept for the warranty team.

Essential Skills Required

• High levels of attention to detail and highly organised
• Background in a similar role within the automotive industry
• Knowledge of using Kerridge automotive computer system is essential
• Experience of anticipating and understanding customer needs and demands
• Maths GSCE at grade 5 (C) or above
• Applicants will be expected to be immaculately attired as is befitting the Mercedes brand and must hold a full Driving Licence.

Hours of work

Week 1: Monday to Friday 07.00 – 17.00 (with one-hour unpaid lunch)

Week 2: Monday to Friday 08.30 – 18.30 (with one-hour unpaid lunch)

Total hours per week: 45 Saturdays 08:00-13:00 on a rota basis will be required to be paid as overtime.