Senior Service Advisor

Snows Group; Portsmouth; On-site; GBP 26,000 - 35,000; Full time

Job summary

An established industry player is seeking a Senior Service Advisor to join their dynamic team in Portsmouth. This role is pivotal in providing exceptional customer service and managing the flow of information between customers and the workshop. You'll be responsible for guiding customers through their vehicle servicing needs, ensuring all operations run smoothly and efficiently. With a highly competitive salary and a range of benefits, including a company car and comprehensive training, this position offers a fantastic opportunity to grow within a supportive environment. If you're passionate about customer service and the automotive industry, this role is perfect for you.

Benefits

Company Car

30 Days Holiday

Discounted MOTs, Service & Parts

Life Assurance Benefit

Employee Assistance Programme

Pension Scheme

Development Opportunities

Recommend a Friend Bonus

Qualifications

• Experience in a customer-facing role with strong interpersonal skills.
• Ability to plan, organize, and meet deadlines effectively.

Responsibilities

• Lead EVHC upsell and manage customer service for vehicle repairs.
• Ensure smooth operation of the service facility and maintain records.

Skills

Interpersonal Skills

Organizational Skills

Attention to Detail

Customer Service

Retail Automotive Service Experience

Tools

PC/Web Literacy

Job description

Location: Portsmouth Region Hampshire

Category: BMW - Portsmouth (SBP)

Vacancy Type: Permanent/Full Time

Salary: £26,000 - £35,000 OTE Competitive salary (Uncapped)

Job Summary

The Driving Spirit
Based in the South and South-West of England, Snows Motor Group is an AM Top 50 automotive retailer covering 20 brands across 54 franchises. We differentiate ourselves from our competitors by delivering an exceptional level of service to both our customers and manufacturing partners. We are currently on the lookout for a Senior Service Advisor to join our fantastic BMW Dealership based in Portsmouth.

As a Senior Service Advisor, you will be the focal point for customers requiring advice, servicing, and repairs to their vehicles. You will also manage the flow of information between the workshop and the customer, always delivering excellent customer service.

Your day will include:

1. Taking the lead in EVHC upsell and achievement of both sold and completion metrics.
2. Ensure Bumper is offered to all customers and colleagues are supported with any gaps in knowledge.
3. Initiate documentation and maintain customer records and follow-up systems.
4. Provide customers with accurate estimates, and notify customers promptly that work is either required or has been completed.
5. Ensure smooth running of the service facility in a profitable and professional manner.
6. Monitor progress of jobs in the workshop and advise service reception of any delays or issues.
7. Perform Service operations in line with Snows policy.
8. Provide guidance and advice on mechanical and diagnostic queries as requested by Technicians.
9. Service Admin: Ensure completion of work to customer requirements, including clear documentation and vehicle preparation.
10. Ensure all Service and customer-facing staff complete relevant records accurately when warranty is diagnosed on a vehicle.
11. Make effective use of technical knowledge, skills, and warranty procedures enabling effective, economic, and correct application of manufacturer and Snows warranty and goodwill systems.
12. Document all warranty work as per manufacturer requirements and ensure customer signs for the work.
13. Ensure the correct warranty procedure is followed on new and used vehicles.
14. Ensure the Defect Reports and Quality Control Reports are correctly completed by the workshop staff in line with Snows and manufacturer guidelines.
15. Provide advice on warranty and goodwill to other members of staff within the company.

Have you got what it takes?

1. Highly developed interpersonal skills and able to demonstrate experience in a customer-facing role.
2. Able to plan, organise self and meet agreed work deadlines.
3. Able to assimilate information quickly and provide considered responses.
4. Strong work ethic and adaptable to change.
5. Attention to detail and maintains good, accurate quality of work.
6. PC/Web literate.
7. Full clean driving licence.
8. Retail automotive service experience preferred.

What is in it for you?

1. Highly competitive salary and bonus scheme with use of company car.
2. Full training and support to help you immerse yourself in the role and Snows values.
3. 30 days holiday, including Bank holidays plus additional holiday entitlement as recognition of length of service with Snows at 5, 10, 15, and 20 years anniversary. (Pro rata for part-time employees).
4. Discounted MOTs, Service & Parts.
5. Recommend a Friend Bonus/ Introducing a Customer Bonus.
6. Life Assurance Benefit.
7. Snows Contributory Pension Scheme.
8. BEN – Employee Assistance Programme.
9. Excellent development opportunities to learn & grow with Snows.
10. Role dependent – tool box insurance / company car scheme / Uncapped earnings potential through commission or bonus structures.

Hours of work:

Monday - Friday 7.45 - 6pm (60)
Saturday (1 in 7) 8.30am - 12.30pm

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Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.

Due to the volume of applications, only shortlisted applicants will be contacted. If you do not hear from us within 2 weeks of applying, then please assume you have been unsuccessful on this occasion.

Important Consent Note: By clicking the “Submit Application” button, you are expressly giving your consent to us sharing your CV within Snows. This is for the purpose that other roles within the Group may be suitable for you. As a result, you are giving your consent to receive email contact from Snows for the purpose of discussing available roles with you. Snows will not use your details for any other purpose or share your details with any third parties outside of the Group. If you do not give your explicit consent for the reasons stated above, please do not click the “Submit Application” button.