An award-winning multi-franchise Dealer group, with branches across England, offering extensive coverage for customers throughout the M5, M4 and M42 corridors and more than 600 fantastic team members. Our business has developed and gone from strength to strength in recent years.
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™? two years on the run, meaning we really do have a great company culture which embodies our values of Rewarding, Reliable and Respectful.
?? Our Values
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.
?? From £32,000 annum DOE. Monthly bonus potential.
? Mon – Fri between the hours of 0700 and 1800, including Sat mornings
?? Your Role & Purpose
We are looking for a dedicated Service Team Leader, who can confidently and efficiently maximise service and repair bookings to ensure all resources required in completing the work are available and on schedule. Ultimately, this role is all about providing an exceptional experience for our customers as well as leading the front of house service team to success, through a rewarding, reliable and respectful approach to leadership. When customers book their vehicles into our workshops, they want to be able to rely on great communication from their service advisor and trust that everything will go smoothly and, in the instances where issues happen, know they will be kept up to date. Therefore, our Service Team Leader 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. 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. The right candidate will have exceptional customer service skills and deliver the highest quality customer experience.
?? Skills & Behaviours Required for this role
Communication - It sounds simple, but communication is at the heart of this role. You need to love being a main point of contact and take pride in ensuring your customer and the team is up to date.
Resilience - A resilient person is someone who has strong coping skills and can draw on these when life presents challenges.
Accuracy - In order to be reliable for our customers and colleagues, service advisors must have a great attention to detail.
Motivation - To ensure personal and team success, being motivated is key.
Time management - When the phones are ringing, a customer is standing in front of you and perhaps a colleague needs you to, understand how to manage your time effectively, is essential.
Leadership - Your ability to inspire and guide the team around you to achieve and be successful, is an essential part of your role.
?? Day to day you will be:
- Our service advisors are the critical link between customer and workshop, so ensuring you manage this relationship is key to this highly important role.
- Dealing with customers and ensuring customer satisfaction.
- Maximise utilisation of the department.
- Utilise workshop loading
- 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.
- Previous experience as a service advisor and/or service team leader is essential, as well as experience of using Keyloop.
Altitude-Recruitment acting as an Employment Agency and Employment Business.