Automotive Motor Trade Job: Senior Service Advisor: Birmingham, West Midlands

Hours: Monday-Friday 8am-6pm, Saturdays on Rota

Salary: £27k Basic + Bonus

Our client is currently seeking an experienced Service Team Manager.

ACCOUNTABILITIES

Responsible for the supervision of a workshop team and dealing on a day to day basis with customers.

* To properly supervise, develop and train the workshop team to achieve the highest possible levels of performance.
* To monitor workshop loading and ensure continuity.
* To liase effectively with the Customer Appointments Controller and Parts Department.
* To receive customers and their vehicles in a friendly and professional manner, discuss and confirm their requirements and take responsibility for the vehicle during its time at the Retailer.
* To hand over and receive back any loan vehicle according to the published procedure.
* To supervise the flow of work for their team into the workshop, allocating work as required and maximising the use of available resources.
* To ensure that collection and delivery drivers operate to schedule and meet customer and workshop expectations.
* To ensure that repair orders are raised and processed according to the established guidelines and that work is completed to schedule.
* To ensure that requested work is completed on time and to the expected standards.
* To ensure all customers vehicles are washed and vacuumed.
* To ensure that invoicing is accurate and completed on time.
* To ensure that job extensions are properly authorised and processed.
* To keep customers fully and regularly informed of changes to costs and expected completion times/dates.
* To ensure that vehicles are properly handed over to customers, including invoice explanation and advising future requirements.
* To take responsibility for sub contracted repairs and ensure the quality of such.
* Ensure that proper use is made of technical information and that it is maintained up to date.
* To ensure that the authorisation of warranty and goodwill is given strictly in accordance with the manufacturers programme.
* To ensure all relevant warranty parts are cleaned, drained and returned to the Parts Dept.
* Carry our regular performance assessments of team members.
* To monitor and enforce time control of team members.
* To supervise MOT testing.
* To maintain high standards of housekeeping within the workshop and maintain a safe working environment

SKILLS & EXPERIENCE REQUIRED FOR THE JOB

* Practical experience in an After Sales environment.
* Good basic administrational knowledge.
* Numerate and literate.
* Should possess good customer relations skill to adapt to customers individual requirements whilst safeguarding the Company's interest.
* Should possess a calm and even temperament.
* Should possess strong self-organisational skills.
* Ability to verbally communicate both face to face and via telephone.
* Ability to produce faultless written communications.
* Ability to convey information accurately between source and third party.
* Demonstrate man management skills to a minimum of supervisory level and a good understanding of team dynamics.
* Demonstrate an understanding of targets and measures need to achieve them.

COMPETENCIES REQUIRED FOR THE JOB

Focuses on customer and market needs:

* Sales and market orientation
* Customer orientation

Challenges and develops people to top performance:

* Persuasiveness
* Personal impact and dynamics
* Team Leadership

Builds a diverse culture of collaboration and learning:

* Professional knowledge and basic methodological knowledge
* Information Management
* Empathy

Executes decisions and delivers results:

* Revenue and results orientation
* Steering and controlling skills
* Assertiveness

Demonstrates accountability and credibility:

* Openness to learning and change
* Taking over responsibility and acting consistently


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