Service Advisor - TMS Kia Hinckley

TMS Motor Group is offering a great opportunity for an experienced Service Advisor to join their busy, successful Service Department at their family-run Hinckley Kia dealership.

To succeed in this role, you will need to have strong Service Advisor experience in a franchised dealer, a minimum of 2 years – this is essential.

As a Service Advisor, you must be able to work as part of a team, and also be able to work on your own initiative. You need to have a keen eye for detail, possess excellent customer-facing skills, and planning/organisational skills, as you will be dealing with front-of-house customers as well as internal dealer staff from all areas of the business.

To assist you, there are systems and processes in place, including a dealer management system (DMS), so you will ideally need to be IT literate and have experience of using DMS systems.

Manufacturer and in-house training will be provided for the successful applicant.

You must possess a full, clean UK driving license and have held a similar position within the motoring industry. These are essential.

​Main Purpose of Job

• To effectively handle incoming customer calls by creating a friendly and professional impression
• To receive customer enquiries and determine the customer’s needs, encouraging the customer to make an appointment with the Service Department
• To have sufficient and current product knowledge to enable accurate information to be given to the customer
• To ensure the available hours are sold for each day. To monitor lead-time and fully utilise the time available, ensuring a suitable split between retail, internal and warranty hours is maintained according to company guidelines
• To maintain an accurate and efficient schedule of appointments and associated flow of paperwork, consistent with manufacturer and company procedures
• To handle all customers in a professional and friendly manner in accordance with the manufacturer and company customer satisfaction policies
• To ensure company processes are followed to improve Customer Satisfaction and retention. This includes embracing Customer Satisfaction Action Plans and proactively selling Service Plans
• To ensure a safe working environment for employees by complying with statutory legislation and the Government’s Health and Safety policy. To report immediately any non-conformance to the appropriate Senior Manager

Detailed Key Tasks

• To be responsible for managing the service booking system by understanding and interpreting customer needs to achieve the best solution, and encouraging the customer to make an appointment
• To consider the availability of resources and profitability targets whilst selling the added benefits of the Service Department (for example, genuine parts, fully trained Technicians, free visual health check)
• To maximise the upselling of service hours, parts and accessories in accordance with company objectives
• To ensure all booked vehicles are checked for outstanding recall/service campaign work prior to visit, and parts are pre-ordered to achieve ‘First Time Fix’ for the customer
• To operate a suitable system for the management and follow-up of unsold additional work requirements (for example, ‘amber’ work)
• To continually improve technical expertise, by personally keeping up-to-date on technical changes and developments and passing this information on through training and coaching to other personnel
• To be aware of key competitor products and manufacturer product specification advantages

​Key Responsibilities

• To maximise customer satisfaction and retention, through the use of a customer follow-up system that will ensure the database is updated in line with GDPR
• To effectively handle customer concerns and guarantee complete satisfaction 
• To have a basic understanding of human psychology and its effect on the negotiation process, and, where necessary, effectively introduce management to achieve a positive outcome
• To understand the key elements that make up face-to-face and telephone communication by understanding the role of communication in establishing and maintaining rapport
• To be responsible for the prompt payment of customer invoices, ensuring the details are accurate and invoiced on the day work is completed and following company procedures regarding payment
• To manage the correct implementation of company procedures regarding customer credit facilities. This may be measured by work-in-progress, defined as work remaining in the workshop uncompleted, the credit account debtors profile and any unpaid cash sales
• To be responsible for the administration and maintenance of the filing and computer systems relevant to the department, providing reports for the After-sales or Service Manager when requested
• To adhere to agreed staff development plans, undertake manufacturer training and eLearning modules to achieve required certification levels 
• To support the Aftersales Manager in the control of manufacturer warranty procedures, ensuring the accurate, accountable and auditable process is maintained

Benefits

• 25 days paid annual leave (plus 8 bank holidays)
• Staff mental/physical health & wellbeing support
• Contributory pension scheme
• Private medical insurance after 3 years’ service
• Life insurance after 3 years’ service
• Discounted car purchase scheme
• Discounted service/parts/bodyshop scheme
• Staff new car scheme/company car
• Manufacturer training and development
• Staff referral scheme
• Birthday and year-end gifts

You must possess a full, clean UK driving license and have held a similar position within the motoring industry. These are essential.

Working Hours: Mon-Fri 08.00-18.00, plus Saturday on rota 08.00-12.30

Salary: Competitive salary and bonus/incentive scheme for the successful candidate.

To apply, please fill out the form below.