Service Advisor - Ipswich Volkswagen

Ref: 22001

Location Ipswich Volkswagen
Working Hours Full Time
Benefits We offer an employee benefits package including training, development, employee discounts, healthcare and much more.
Salary Competitive
Closing Date 30/09/2020

This job role has responsibility for operating as the primary point of contact for all Service customer appointments, the allocation and completion of all vehicle repair orders and all associated administrative / advisory tasks required to complete all vehicle repair and maintenance requests. The key purpose of this role is to ensure that all customer throughputs are managed appropriately to maximise all current Sales opportunities in order to attain the departmental qualitative and quantitative objectives. This is to be conducted whilst ensuring the support of the long-term strategy of creating a mutually beneficial & sustainable customer ownership cycle.

Key Tasks & Responsibilities

  • Create customer bookings as required
  • Operate as the primary point of contact for all physical and remote customer bookings
  • Conduct all required pre-planning activities required to ensure all materials, equipment and applicable resources are available to complete all service bookings in accordance with customer requirements.
  • Ensure all applicable customers are provided with an offer of a suitable service/maintenance funding plan.
  • Arrangements for collection and delivery appointments in accordance with customer expectations and the requirements of the business.
  • Liaise with technicians to ensure workflow is managed to fully utilise hours availability whilst ensuring work completion deadlines are attained, taking corrective action where required
  • Using prescribed systems, generate accurate quotations containing all required, parts, fluids, labour time & sub-contract considerations and obtain customer authorisation for all work identified.
  • Generate customer invoices and process payment receipt as per prevailing policies, ensuring all work completed/identified is accurately reported in accordance with prescribed invoice presentation
  • Conduct pre-handover inspections to ensure presentation of vehicle is in accordance with policies and customer expectations.
  • Conduct explanation of works and vehicle handover to customers on-site, ensuring all outstanding work is discussed and any work to be re-scheduled is completed during handover. This includes any rebooking for parts to be sourced.
  • To ensure all repairs subjected to manufacturer’s warranty are carried out in accordance with specified process and all applicable documentation is completed in compliance with these requirements.
  • Provide Operational support to Parts Advisor during periods of absence and peak times.
  • Actively promote and offer accessories, merchandise and all applicable products/services, taking a pro-active approach to identifying potential opportunities throughout customer visit/interactions.
  • Ensure all customer records are accurately recorded and maintained, observing data protection regulations
  • Attend and contribute to daily departmental operational reviews with colleagues to ensure collective awareness of work progress and any potential risks/opportunities. Taking a pro-active approach to all interactions ensuring a collective ownership of all customers is encouraged and maintained at all times.

Key Performance Indicators & Measures

  1. Labour and Total Service Sales
  2. VHC red and amber work identified/sold
  3. Service Plan Sales (volume and %)
  4. Work in Progress
  5. Customer Satisfaction & retention metrics
  6. Warranty claim rejection rate

Explore Outside

Explore Inside

Be Part of the Team
Apply for the Role Below
About You * Required Information
    Additional Information
    Sorted by Price: Lowest to Highest
      No Saved Vehicles
    Compare Vehicles
    + Add Vehicle from your shortlist