Our client is one of the world’s most iconic brands, and they are seeking an experienced motor trade Service Advisor for their prestigious West London car dealership.

About the Company
Our client is part of one of the largest prestige Dealer Groups in the UK and represent five Centres located in Guildford, Hatfield, Mayfair, Reading and West London.

They are proud to be one of the one of the Best Companies Top 100 large companies to work for in the UK in 2021 and offer an outstanding working environment with great benefits and a competitive package.

About the Role
As a Service Advisor, you will be responsible for:

• Advising potential, new and existing customers on which service, or maintenance, may be required to be performed on their vehicle
• Processing customer vehicles for service and repair in accordance with the Workshop Standardisation Process
• Providing a quality ownership experience at all times whilst achieving Company targets and working within internal and external compliance frameworks.

About the Core Specific Responsibilities:
In the role of Service Advisor, you will:

• Ascertain the customers’ automotive problems by listening to customer's description of symptoms; clarifying description of problems; conducting technical visual inspections via the Direct Dialogue Bay; checking vehicle maintenance records; examining service schedules as appropriate
• Determine services needed by reviewing service history and referencing manufacturer service intervals
• Take bookings from walk in customers and upsell Services and accessories
• Provide assistance to the bookings centre during peak periods 
• Prepare job cards for future bookings and ensure all relevant information is correct by a pre-call to the customer
• Ensure all keys to vehicles on site are processed through the ‘E-tag’ system highlighting any areas of concern to the Service Team Manager
• Prepare service and repair estimates as per manufacturer labour operations, advising on routine maintenance / repair services required
• Advise customers on the required vital jobs, providing detailed explanation and technical justification for the repairs and obtains approval from customers to proceed
• Securing future business by following up on work advised but not undertaken
• Raise orders for parts identified
• Identify and sell value added services and in conjunction with the Service Team Manager, plan and communicate the allocation of work to the Service Technicians ensuring maximum productivity
• In conjunction with the relevant Service Team member regularly follow up on the progress of the customer’s vehicle and ensure the customer is updated appropriately
• Track the vehicle through the workshop, remaining in constant communication with the customer during the repair process, updating the customer as required and ensuring delivery of the vehicle at the promised time
• Prepare invoices in the Dealer Management Systems (DMS) from the Integrated Workshop Information System (PIWIS) technical ‘write up’ and visual health check report and take payment from the customer. To ensure the customer statement has been addressed by the information provided in the technical ‘write up’ and that ‘no fault found’ is reported to the customer with a full explanation
• Ensure completed job card complies with Retail Internal Control System (RICS) and Warranty Audit guidelines
• Conduct post service follow ups 24 hours after the customer has collected their vehicle to ensure customer satisfaction
• Resolve customer complaints and ensure customer has positive ownership experience by interpreting customer concerns and comments and liaising with Service Technicians and Service Team Manager 
• Maintain customer and vehicle records for data quality on all relevant systems
• Keep updated with the FCA Compliance requirements of the business, working within the Insurance Code of Business guidelines for the sale of the Approved Warranty and Assistance and capture of FCA related complaints
• Keep updated with the RICS requirements, following company processes / procedures and completing supporting documentation correctly
• Keep technical knowledge up to date to understand the customer needs and requirements.
• Update your job knowledge by participating in educational opportunities and reading manufacturers' publications
• Achieve the Company Experience accreditation within 18 months of commencing employment.

About the Rewards
For the role of Service Advisor there is a fantastic package on offer including:

• Salary of up to £44,000 per annum, including bonus
• 25 days holiday per year plus bank holidays
• Private Medical
• Option of a VW Vehicle at preferential rates
• DC Pension Scheme
• Life Assurance
• Staff preferential rates

How to Apply
Please note that eRecruitSmart is advertising the role of Service Advisor on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to.   Please only apply if you consent to these terms.

You must have eligibility to work in the UK.   Please note, only suitable applicants will be contacted.  If your address and contact details are not on your CV, you will not be considered.

We look forward to hearing from you!



service advisor, customer support, motor, automotive, dealership, aftersales