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Job summary

M & N Vehicle Services Ltd are currently looking for a dedicated and knowledgeable Service Advisor with an extensive vehicle background to join our friendly team on a full-time basis.

As a Service Advisor, you will be in a role that requires outstanding customer care, and where you will be the vital link between our customers and the workshop. You will inform and consult on vehicle maintenance and repairs, as well as keep the customer up to date at every stage whilst answering any questions or queries they may have. This involves liaising with our technicians and the workshop controller about vehicle statuses and ensure that vehicles will be ready on time, managing expectations along the way. The ability to give the best advice on our products and services to our customers is also essential.

In addition, your role will be to help drive the performance of your colleagues, encouraging them to set the same high standards of care through their own service offering, as that created by you and the wider service team; as well as ensure they follow the internal processes set to allow the service function to operate effectively and efficiently.

Finally, you will ensure that the administration associated with client work, from pre-booking to vehicle collection and beyond, is carried out in an accurate and timely manner to allow our internal processes to function effectively and without delay.

This is a challenging role where customer care always comes first, from communicating to customers and suppliers, to those in the wider M&N team. Building genuine rapport and identify exactly what’s wanted and needed, is incredibly important. In addition, your existing industry and vehicle knowledge will help to create the outstanding service offering we pride ourselves in always providing.

You will have excellent organisational and administrative skills, including being IT proficient in a range of packages. It is also important to have a good attention to detail and be someone who has possesses a strong customer service background, to enable us to deliver high levels of customer satisfaction in a very busy and demanding environment.

Service Advisor responsibilities and duties:

• Providing exceptional customer service using various forms of communication in person, phone and email.
• Assist with the daily planning of vehicles in the workshop ensuring full utilisation of time available. This is of the upmost importance to maximise productivity.
• Greeting customers and visitors in-person as they arrive onsite, addressing their needs accordingly.
• Liaise with parts suppliers to order and track items need to efficiently complete client work in a timely manner.
• Proactively updating customers on their vehicle progress whilst in our workshop.
• Booking and scheduling services and MOT’s, as per customer requirements.
• Politely and efficiently dealing with customer queries.
• Providing effective day to day workshop administration; from inception at job card creation stage, all the way through to the processing of invoices.
• Build an understanding of company key performance targets and support your colleagues and team to achieve them.
• Embrace all opportunities of learning and development, including working alongside some of our fully skilled Service Advisors.
• To assist with general housekeeping duties required within the service reception area.

Service Advisor qualifications, skills and experience

• Have exemplary communication skills via email, telephone, and face to face.
• Display, and have a proven track record, of high level of customer service.
• Must be computer literate including office, outlook and spreadsheet usage.
• Have a minimum 3 years’ experience within a similar role, with an understanding of vehicle repairs.
• An understanding of R2C Online System is preferable.
• Possess an understanding of our customers HGV O-license obligations.
• Be able to demonstrate superior organisation and administration skills, with the ability to meet deadlines.
• Be enthusiastic, a team player, flexible and proactive.
• Be detail-focused and comfortable working in a fast-paced office environment.
• Have the ability to manage processes successfully and effectively.
• Possess an analytical and problems solving approach across general day-to-day practices.
• An individual with a high level of professionalism.
• Hold a valid driver’s license.

Although this is a full-time role, we pride ourselves as being a flexible employer, and therefore will discuss, and agree, working hours with each applicant separately.

Benefits:

As a M&N colleague, you will have access to a comprehensive benefits package including:

• A competitive salary.
• Enrolment into our private health care scheme.
• Opportunities to attend corporate team days.
• Ongoing training and development.
• 20 days paid holiday, plus 8 paid bank holidays.

Job Type: Full-time

Pay: £35,050.00-£38,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking
• Private medical insurance

Work Location: In person