Details
This is an unmissable opportunity to become an integral part of our thriving Aftersales team at our flagship site in Hedge End!
Established in 1981, we are family business with a stellar reputation for providing exceptional customer service. We take pride in offering a diverse range of quality vehicles and automotive services. Joining this dynamic team means stepping into a fantastic work environment where everyone strives for excellence.
Experience an abundance of support through regular PETER reviews, showcasing our commitment to each team member's success. The management team is dedicated to your success, fostering a workplace where you can flourish and contribute to the company’s continued growth.
Seize this chance to be a vital member of our team that aims for excellence in everything they do!
Objectives
- Maximise service profitability through the use of professional sales techniques
- Maximise customer awareness of all available retailer services
- Ensure highest level of customer care and satisfaction at all times
- Maintain excellent standards of departmental administration
- Help retailer to achieve industry-leading standards of process efficiency
- Engage fully with the latest digital tools to achieve a fully blended experience
- To ensure you are fully trained and authorised to sell finance and insurance products in line with FCA guidelines, treating the customer fairly
- To follow Volkswagen’s “Service core process” at all times
- To meet brand requirements regarding E- Mobility.
Measures
- Sales vs objectives
- Red and Amber EVC sales and conversions
- VQM / dealer audit
- Customer satisfaction: CEM
- Retention (repeat purchase)
- Workshop utilization
- Departmental administrative costs
- Volkswagen Excellence measures
- To be fully trained and authorised to sell and advise on any products available that are covered by FCA
Key Tasks
Objective: Maximise service profitability through the use of professional sales techniques
- Sell additional products, services and repair works in a professional manner
Objective: Maximise customer awareness of all available retailer services
- Ensure customer awareness of all products and services available
- Approach all customers and assist with requests, including requests regarding parts, vehicle sales and repair
- Maintain effective liaison with sales, parts and workshop teams
- Ensure the tidiness of the reception desk to promote the professional image of the retail facility and that all displays / promotions, prices, materials etc are current and in first class condition
Objective: Ensure highest level of customer care and satisfaction at all times
- Maintain a presence at the service reception desk, ensuring that all customer queries (whether in person, on the telephone or via email) are answered or dealt with immediately
- Utilize the latest digital tools in your interaction and communication with all customers
- Answer customer’s questions regarding technical problems in a manner that is easily understood and does not use excessive jargon, or find the appropriate member of staff to do so
- Pro-actively contact customers to update them on progress of work
- Notify customers promptly of completion of work
- Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed, prior to undertaking any work
- Handle dissatisfied customers calmly and ensure all customer complaints are brought to the attention of the Service Manager
Objective: Maintain excellent standards of departmental administration
- Initiate job documentation and maintain customer records and follow-up systems
- Follow correct procedure when issuing loan cars to customers, ensuring all paperwork is completed correctly and copies of customer’s driving licence are obtained (when applicable)
- Document all warranty work as per Volkswagen requirements and retail policy and ensure the customer signs for all work undertaken
- Accurately maintain departmental systems
Objective: Help retailer to achieve industry-leading standards of process efficiency
- Ensure workshop time is fully utilized when taking future bookings
- Calculate accurate charges for all parts, labour and service repairs and provide customer estimates according to company policy on schedules, time and pricing
- Promptly prepare and present invoices following completion of work, ensuring all work has been carried out as detailed and charged for and obtain payment in line with company procedures
- Receive and register payments for work carried out and ensure that the correct company procedures are adopted for verification of payment, handling, transferring and depositing cash for the service department (if applicable)
- Ensure compliance to all health and safety / environmental / company policies
- Undertake other tasks and responsibilities as requested by the Service Manager
Our Mission: A successful business which exceeds expectations and builds confidence, loyalty and pride in our team and customers
Your behavioural competencies means upholding out PETER values in every aspect of your role and fully embracing your PETER review process to ensure that these values are continually maintained to the Peter Cooper Motor Group’s required standards.
PETER Values:
Professional Demonstrate expert knowledge and skills
Excellence Be outstanding in all that we do
Trustworthy Be open, honest, decent and fair
Everyone Working together for the benefit of our business
Respectful Treat others in the way that you expert to be treated
Benefits
Pension Contribution & Life Insurance on completion of probation...
Length of Service...
Specsavers Vouchers...
Service Advisor (Hedge End) employer: Peter Cooper Motor Group
Peter Cooper Motor Group is an excellent employer, offering a dynamic work environment in Portsmouth where innovation meets customer service excellence. Employees benefit from comprehensive training and development opportunities, fostering personal and professional growth while being part of a supportive team that values collaboration and success. With a focus on electric vehicles and finance expertise, this role not only contributes to a sustainable future but also provides unique advantages in a rapidly evolving industry.
