Van Service Advisor

Midlands Truck & Van Ltd; Wolverhampton; On-site; GBP 22,000 - 28,000; Full time

Job summary

An automotive service provider in Wolverhampton is seeking a Van Service Advisor to join their team. This role focuses on delivering exceptional customer satisfaction through effective communication and advising customers on vehicle services. Key responsibilities include managing vehicle repairs, scheduling workshops, and actively promoting after-sales services. Applicants should have a track record in customer service and strong communication skills, with additional technical knowledge being a plus.

Qualifications

• Previous experience in a customer service environment.
• Excellent communication skills at all levels.
• Technician knowledge would be advantageous.

Responsibilities

• Advise customers in person or by telephone.
• Confirm bookings and schedule workshop capacity.
• Carry out test-drives and provide detailed explanations.

Skills

Customer service experience

Excellent communication skills

Adaptability

Job description

We currently have a position for a Van Service Advisor to join our Service Team at our Wolverhampton Branch.

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

Responsibilities

• Taking receipt of vehicles, advising customers in person or by telephone, making initial diagnoses, writing orders for repair work, monitoring the repair process, taking receipt of repaired vehicles and handing them over to customers.
• Actively selling after‑sales services in a customer‑oriented manner and ensuring the workshop is working to full capacity by effectively scheduling customer orders.
• Mediating between the spare parts warehouse, workshop and customers as well as Sales and Accounts.
• Giving customers a friendly welcome and listening to their wishes, problems, concerns.
• Keeping customers informed of the status of their vehicle, giving comprehensive technical and commercial advice and providing a cost estimate for repair work if necessary.
• Explaining modern vehicle technology and comparing advantages of own products with those of Mercedes-Benz competitors.
• Informing customers about accessories and optional extras, highlighting safety and comfort.
• Carrying out test‑drives.
• Making exact cost estimates and fixed prices, if necessary after prior agreement with technical and workshop manager.
• Explaining legally required inspections and necessary vehicle tests.
• Providing advice by telephone and making bookings.
• Obtaining stock information from the parts warehouse.
• Compiling initial diagnosis with test facilities (StarDiagnosis, test stand, etc.).
• Recognising symptoms under dynamic test conditions.
• Comparing actual status of vehicle with current production configuration and evaluating technical condition.
• Taking bookings and scheduling them to suit workshop capacity.
• Determining the extent and cost‑effective methods of repairs and short‑term deadlines.
• Co‑ordinating activities with diagnostic technicians, technical hotline, plants, etc.
• Handling warranty work and coding causes of damage.
• Discussing payment with customers and negotiating special prices with Accounts.
• Managing extension of repair work with customer approval.
• Entering orders, extensions, paint sketches into systems.
• Arranging spare parts, accessories and special tools and monitoring delivery.
• Monitoring repair completion and maintaining regular contact with workshop.
• Carrying out final checks on vehicles for safety and reliability.
• Ensuring the vehicle is fit for handover and handing over finished vehicles.
• Providing detailed explanations on repairs and invoice, and suggesting additional repairs if necessary.
• Following up repair work to ensure customer satisfaction.
• Active selling of services via telephone or in writing.
• Documenting new customers and maintaining a customer file.
• Placing after‑sales information material and ensuring availability.
• Ensuring professional presentation of original parts/accessories.
• Carrying out quality control and compiling reports on vehicle defects.
• Selling and advising on service contracts, cleaning services, seasonal services and spare parts.
• Providing technical training to workshops and sales staff.

Qualifications & Desired Skills

• Previous experience in a customer service environment.
• Adaptable and excellent communication skills; able to communicate at all levels.
• Technician knowledge would be advantageous.

Key Competencies

• Flexibility – prompts and responds to different ways of working in changing situations.
• Interpersonal Sensitivity – aware of the impact of own behaviour and modifies style to achieve results.
• Resilience – maintains stability of performance despite pressure.
• Team Working – contributes positively to a team to achieve common business objectives.

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