Service Advisor - TMS Volvo 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 Volvo 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 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.

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 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 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 to 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 Aftersales or Service Manager when requested

To adhere to agreed staff development plans, undertaking 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. Bonus OTE £800 P/M, commissions uncapped.

To apply, please fill out the form below.

Ref: TMS-048

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

Location TMS Volvo Hinckley

Salary Competitive salary and bonus/incentive scheme for the successful candidate. Bonus OTE £800 P/M, commissions uncapped.

Benefits 25 Days Annual Leave (Plus 8 Bank Holidays) - Contributory Pension Scheme - Discounted Car Purchase Scheme. - See below for the full list

Closing Date 07/02/2025

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Service Advisor - TMS Volvo Hinckley

Ref: TMS-048