Service Advisor

P&S Personnel Services Limited; Norwich; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is looking for a Service Advisor to join a team in Norwich. The role involves managing service bookings, ensuring customer satisfaction, and promoting additional services. Candidates should possess strong communication skills and a solid customer service background. Working hours are Monday to Friday with occasional Saturday mornings. A competitive package is offered, including training opportunities.

Qualifications

• Smart and well-kept appearance.
• Excellent telephone techniques.
• Previous customer service experience or retail background.

Responsibilities

• Maximise service bookings, interpreting customer requirements.
• Ensure customer satisfaction and retention.
• Promote and upsell products and services.

Skills

Customer service

Communication

Numeracy and literacy

Sales ability

IT literacy

Job description

Overview

P+S Personnel are pleased to be working on behalf of our clients, who are currently recruiting for a Service Advisor to join their team on a full-time, permanent basis based in Norwich.

Responsibilities

• To control and maximise service bookings, interpreting customer's requirements and administration control.
• To conduct all transactions with customers with the utmost courtesy and professionalism.
• To ensure that customer satisfaction and customer retention is maximised.
• To ensure that all company policies and procedures are always adhered to.
• To ensure that the staffing levels in the service reception and other areas in your control are always in line with group policy.
• To ensure all bookings for service/repair work either by personal contact or by telephone, obtaining all necessary details including work required, nature of problem and full data capture.
• During the booking/appointment process to check and update customer and vehicle details, in respect to address, contact phone numbers, e-mail and next MOT and Service due dates.
• To promote/up sell additional products, services as required by the company, such as Service Plans, EDT etc.
• Schedule all work to maximise workshop utilisation, ensuring that work is capable of completion in line with customer expectation offering alternatives if required.
• To ensure that all customer concerns are dealt with speedily and effectively and that any unresolved problems are referred to your immediate supervisor.
• Ensuring that all customer documentation is completed as accurately as possible and that their records are maintained.
• To ensure all customers are notified of any problems relating to their vehicle within an agreed period.
• To ensure where applicable that all customers vehicles have been cleaned in line with company policy prior to handover.
• Meet customers and explain work carried out with invoice details, ensuring that payment is made before the release of any vehicle.
• To ensure customers invoice/documentation is present in a Company or manufactures branded handover wallet and all relevant information is filled out.
• At the time of handover to discuss and actively encourage customers to complete any manufactures CSI (Customer satisfaction survey) they receive.
• To ensure completed job cards are invoice immediately with correct authority numbers where appropriate, and that customers have been notified of costs making the necessary collection/delivery arrangements.

Working Hours

Mon-Fri (8:00-18:00)

1 Saturday morning per month, paid as OT (08:00-12:30)

Person Specification

• Smart and well-kept appearance.
• To be numerate and literate at the clerical level required.
• Ability to communicate clearly and concisely with customers and other staff members.
• Ability to accurately record all information.
• Excellent telephone techniques (Training given).
• Ability and confidence to sell additional work and products. Training may be given.
• Previous customer service experience or retail background.
• To understand basic vehicle layout, function and associated component workings.
• Good administration and organisation skills.
• Ability to work in a team environment.
• To adhere to companies Health & Safety Policies.
• IT Literate.

If this is a role you are interested in, please apply online ensuring your CV is up to date