Service Advisor

Working within the team at our busy Toyota Centre(s), the successful candidate will be required to learn all aspects of the service reception. This role is very customer focused dealing with customers who visit the service department when they require work to be carried out on their vehicle, this may be for routine maintenance such as a service or MOT or due to the vehicle breaking down. The service department will deal with the booking of the vehicle and any repairs that are required; acting as the main point of contact for the customer during this process.

As a Service Advisor you will be required to welcome customers to the centre, complete telephone bookings, answer customer queries, administration duties and support the rest of the service team. You will need to be a proficient communicator who is happy dealing with people face to face and also by telephone.

The Person : - Does this sound like you?

Connect personally with customers following service or repairs to ensure total resolution and customer satisfaction

Enjoy building and retaining strong relationships with customers

A passion to resolve customer issues in an efficient and effective manner

Have strong communication skills

Very strong organisational and prioritisation skills

A team player who enjoys helping and supporting others

Able to multi-task and switch between tasks

You take initiative and ownership of issues with a can-do attitude

Thrive in a high-pressured environment

A willingness to learn and keep up to date with product and technical information

Passionate about the automotive industry and want to work in the world’s biggest manufacturer

Duties

Be a central point of contact for customer care and vehicle lifecycle support, collaborating with sales, parts and technicians to ensure a seamless customer experience is provided

Connect with the customer to understand service / repair requirements and guide the customer towards the aftersales package that will best suit their needs

Provide accurate and consistent estimates, ensuring the customer is fully aware of likely costs and timescales and manage expectations accordingly

Introduce the customer to the appropriate technician to discuss the work being done.

Schedule work to meet customer requirements, liaising with technicians and Bodyshop regarding job complexity and parts availability

Track and report issues that could affect customer satisfaction or team targets

Encourage the sale of Toyota parts and accessories whenever possible, acting on opportunities to sell additional products / services and market current promotions

Ensure that opportunities to connect with the customer are not missed by other teams and followed up by relevant specialists.

You will have Key interactions with the following :

Teamwork :

You will be comfortable working with others, open in your dealings and interactions with colleagues. You contribute to team cohesion and call on others for help when needed.

Manages time appropriately, taking into account costs and time.

Facilitates interaction between team members and appreciates teamwork.

Looks for ways to enhance collaboration and balances the interests and concerns of team members.

Easily builds relationships, is empathic and self-confident.

Approaches others with commitment, openness and a friendly attitude

Influencing and Selling :

Your style influences others effectively and you enjoy situations involving selling. You have a consultative style but are strong in negotiations with others, assertive when required and often win others over to your perspective.

Easily builds relationships, is empathic and self-confident.

Is engaging, open for personal interaction, and pleasant.

Customer Orientation :

You are focused on providing excellent service to customers and meeting their needs. You enjoy listening and engaging with other people, often demonstrated by being interested in helping them achieve their goals.

Creates an excellent but bespoke customer experience. Identifies and anticipates customer’s expectations and needs to ensure their journey is exceptional.

Assures that customer issues are resolved, owning the issue until it is resolved and focuses on customer satisfaction.

Communicates clearly, eloquently and finds the right balance between talking and listening.

Creativity :

Continually generating innovative solutions to problems and your natural curiosity and willingness to adopt new ideas supports this and you enjoy putting them into practice, rather than relying on established approaches.

Makes decisions, commits to actions and takes over responsibilities with calculated risks.

Adapts quickly to unknown situations and willingly improves skills and competencies.

Stress Tolerance :

You are able to cope with high levels of stress; remaining composed in emotionally charged situations and remaining calm in a crisis, but when given you accept critical feedback positively.

Prioritises information and works in a structured and efficient manner, even under pressure and in stressful situations.

Thrives in a high-pressured and sometimes stressful environment.

Drive and Motivation :

You are motivated by challenging, quantifiable targets. Ambitious and focused on delivering clearly defined objectives, you draw satisfaction from achieving your goals and delivering excellent customer experience.

Adapts quickly to unknown situations, is flexible, self-reflective, and willingly improves his / her own skills and competence.

Shows an openness to change, innovates processes, and strives for new ideas.

Persona l Skills

Extremely organised, with great attention to detail.

Flexible, proactive and hard-working

Strong people skills – you’re approachable and enjoy assisting colleagues

Curious, keen to learn and apply your learning in helping customers and colleagues

Thrive in a busy, high-pressure environment

Experience :

Good level of general education - at least GCSE English and Maths

IT skills (MS Word, PowerPoint and Excel)

Previous customer-focused work experience is advantageous , however no specific industry experience is required

Driving Licence (preferred)

BENEFITS

30 days annual leave including bank holidays, increasing on tenure

Loyalty & Long Service Awards

Life Insurance (after qualifying period)

Car Leasing Scheme (after qualifying period)

Private Health Plan (Simply Health)

Eyecare Vouchers

Discounts on car purchases / repairs / parts

Employee Assistance Programme

Ongoing training, both in-house and with the manufacturer

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