Senior Service Advisor

Rygor Group Ltd.; Hounslow; On-site; GBP 36,000 - 42,000; Full time

Job summary

A leading automotive service provider seeks a Senior Service Advisor to join their Heathrow team, focusing on exceptional customer service, effective scheduling, and workshop management. The role includes significant responsibility for customer communication, team leadership, and meeting organizational targets in a rewarding workplace.

Benefits

Auto-enrolment pension

A day off for your Birthday

Enhanced Maternity and Paternity pay policies

Access to wellness and Employee Assistance Programmes

Annual appraisals and progression opportunities

Manufacturer training

Long service recognition

23 days of annual leave plus Bank Holidays

Qualifications

• Exemplary communication skills via email, telephone, and face to face.
• Excellent organisation and administration skills.
• Previous experience in administration and/or office environments.

Responsibilities

• Manage customer satisfaction and service team duties.
• Schedule bookings and ensure effective workshop loading.
• Keep customers updated on repair progress and costs.

Skills

Communication

Time Management

Resilience

Motivation

Education

Experience in Service Advisor role

Understanding of Kerridge

Job description

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Senior Service Advisor

Rygor Auto: Heathrow passenger car

£36K + bonus, OTE £42k

08:00 - 18:00 (30min unpaid lunch) plus 1 in 4 Saturday 07:00 - 1300

Your Role

At Rygor Auto, we are looking for a dedicated Senior Service Advisor to join our team in Heathrow. If you are dedicated to providing exceptional customer service and can confidently and efficiently maximise service and repair bookings to ensure all resources required in completing the work are available and on schedule - this is the role for you!

The right candidate will have exceptional customer service skills and deliver the highest quality customer experience. You will approach this role with a commercial mind, actively selling after sales services in a customer-orientated manner (i.e.: service contracts), ensuring the workshop is working to full capacity by effectively scheduling customer bookings.

You will be committed to taking responsibility for managing the customer service journey, updating customers on repair times and status, estimates and gaining approval for additional work.

Day to day you will be:

• Dealing with customers and ensuring customer satisfaction.
• Leading the service team to deliver on daily duties and tasks
• Managing service team holidays and appropriate cover
• Utilise workshop loading and ensure it is up to date.
• Working closely with workshop control to unsure customer deadlines and expectations are met
• Regularly and proactively keep customers up to date with progress on their vehicle
• Booking in vehicles. Ensuring appointments are convenient for the customer and department, in line with the workshop capacity.
• Identify the customer requirements and where possible, supply an accurate fully inclusive costing.
• Produce accurate job cards, invoices, estimates and related information.
• Provide customers with full explanations of work carried out, making the most of any additional selling opportunities.
• Produce warranty job cards in line with the manufacturers policy and procedures.
• Accurately record all work requirements and identify retail, warranty, internal and non-chargeable repairs.
• Liaise with the Parts Department to ensure availability of parts.
• Cash control and updating ledgers
• Work in progress control, running daily WIP lists and managing WIP over 30
• Dealing with account queries within a timely manor
• Managing Vehicle health check system and process along with Workshop control
• Ensuring site cleanliness with a daily walk around
• Assisting service team with invoicing when required
• Ensuring daily / weekly / monthly targets are met

Skills & Behaviours Required for this Role:

Communication - This role is pivotal in ensuring that all stakeholders are accurately informed. This may include providing customers with updates on their vehicles or notifying the Parts Team about the availability of necessary parts.

Time Management - When working to deadlines, being able to manage your time effectively, is essential. Strong organisation skills are key to this.

Resilience - A resilient person is someone who has strong coping skills and can draw on these when life presents challenges.

Motivation - To ensure personal and team success, being motivated is essential.

This role will be a great fit for you if:

• You have exemplary communication skills via email, telephone, and face to face.
• Excellent organisation and administration skills.
• You have previous working experience in administration and/or office environments.
• You are able to organise and manage your time efficiently to meet deadlines.
• Previous experience in a Service Advisor role, preferable.
• Understanding of Kerridge, preferable.

Research shows that some people are less likely to apply for a role unless they are 100% qualified. We encourage you to apply, even if you don't feel like you meet all our requirements. We want to know about your passions, achievements, learning and growth. If this role excites you, start a conversation with us!

Our Values & Behaviours

We're looking for incredible team members who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Rewarding

I am grateful. I am courageous. I am curious.

• We love to say "thank you" to our team members, and we promise to let you know when you have done a great job. We will make sure you feel rewarded and valued, every step of the way. We all value our customers and go the extra mile to set standards for them - every single time they visit. You are a natural helper and have exemplary manners, you enjoy saying a simple "thanks" to your colleagues.

Reliable

I am honest. I am attentive. I am trustworthy.

• Our customers can depend on us to keep their vehicles on the road with exceptional service, and our team members can trust us to set standards for them through open and honest communication, training and support, and personal and professional development. You are dedicated to achieving high quality standards via being process driven and a critical thinker.

Respectful

I am inclusive. I am resilient. I am kind.

• We are considerate and kind to our team, the definition of being a true team-player. We promote the importance of equality and diversity, the wellbeing of our team members, and we are respectful in the way we speak and act towards others. You respect and adhere to safe working practices and have good interpersonal and organisational skills.

Diversity, Equity, Inclusion and Belonging (DEIB)

At Rygor Auto, we're committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are an award-winning community of professionals from all walks of life, and we believe our unique qualities should be celebrated. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise.

Benefits for you

• Working for an official Great Place to Work and UK Best Workplace for three years running!
• Working for a Best UK Workplace for Wellbeing.
• Working with our award-winning team - we have been named 'Service Provider of the Year' at the WhatVan? Awards 2022 and winners at the IOIC Employee Engagement Awards.
• Recipients of the Bronze Award under the Armed Forces Covenant.
• Auto-enrolment pension.
• A day off for your Birthday.
• Enhanced Maternity and Paternity pay policies.
• Access to our wellness programme and Employee Assistance Programmes, including WeCare from Canada Life (EAP and 24HR Online GP access and second Medical Opinion).
• Mental Health First Aiders.
• Reward and recognition programmes, including our annual Rygor Group Awards
• Annual appraisals programme and progression opportunities.
• Manufacturer training and access to our in-house training hub.
• Long service recognition.
• Branded uniform
• Four times death in service benefit.
• Ongoing investment in company facilities and working environments.
• 23 days of annual leave per year plus Bank Holidays

About Rygor Auto

We are an award-winning multi-franchise Dealer group, with branches across England, offering extensive coverage for customers throughout the M5, M4 and M42 corridors.

Our business has developed and gone from strength to strength in recent years. We have invested in extensive renovations of our sites across the country and continue to open new sites too; including a brand-new branch in Reading, which opened in January 2023 and a new Mercedes-Benz passenger car site which opened in Heathrow in the Spring of 2024.

We have multiple industry and network awards under our belt and provide exceptional customer service. What's more, we are officially a Great Place to Work three years on the run, meaning we really do have a great company culture which embodies our values of Rewarding, Reliable and Respectful.

Hiring Process

1. We shortlist CVs online, so make sure to include information about yourself that makes you stand out
2. A short screening call with our hiring manager or a member of our people team
3. Come to site and meet the team, have a tour, and let's have a chat so we can get to know each other better
4. If your application is successful, we'll be excited to make you an offer

Support - If you need to make reasonable adjustments to our process, please let us know so we can talk about how we can best support you and make the adjustments that may be needed.