Senior Service Advisor

At Rygor Auto, we are looking for a dedicated Senior Service Advisor to join our team in Heathrow. If you are dedicated to providing exceptional customer service and can confidently and efficiently maximise service and repair bookings to ensure all resources required in completing the work are available and on schedule – this is the role for you!

The right candidate will have exceptional customer service skills and deliver the highest quality customer experience. You will approach this role with a commercial mind, actively selling after sales services in a customer-orientated manner (i.e.: service contracts), ensuring the workshop is working to full capacity by effectively scheduling customer bookings.

You will be committed to taking responsibility for managing the customer service journey, updating customers on repair times and status, estimates and gaining approval for additional work.

Day to day you will be:

• Dealing with customers and ensuring customer satisfaction.
• Leading the service team to deliver on daily duties and tasks.
• Managing service team holidays and appropriate cover.
• Utilising workshop loading and ensuring it is up to date.
• Working closely with workshop control to ensure customer deadlines and expectations are met.
• Regularly and proactively keeping customers up to date with progress on their vehicle.
• Booking in vehicles, ensuring appointments are convenient for the customer and department, in line with the workshop capacity.
• Identifying the customer requirements and where possible, supplying an accurate fully inclusive costing.
• Producing accurate job cards, invoices, estimates and related information.
• Providing customers with full explanations of work carried out, making the most of any additional selling opportunities.
• Producing warranty job cards in line with the manufacturers policy and procedures.
• Accurately recording all work requirements and identifying retail, warranty, internal and non-chargeable repairs.
• Liaising with the Parts Department to ensure availability of parts.
• Cash control and updating ledgers.
• Work in progress control, running daily WIP lists and managing WIP over 30.
• Dealing with account queries within a timely manner.
• Managing Vehicle health check system and process along with Workshop control.
• Ensuring site cleanliness with a daily walk around.
• Assisting service team with invoicing when required.
• Ensuring daily / weekly / monthly targets are met.

Skills & Behaviours Required for this Role:

• Communication – This role is pivotal in ensuring that all stakeholders are accurately informed. This may include providing customers with updates on their vehicles or notifying the Parts Team about the availability of necessary parts.
• Time Management – When working to deadlines, being able to manage your time effectively is essential. Strong organisation skills are key to this.
• Resilience - A resilient person is someone who has strong coping skills and can draw on these when life presents challenges.
• Motivation - To ensure personal and team success, being motivated is essential.

This role will be a great fit for you if:

• You have exemplary communication skills via email, telephone, and face to face.
• Excellent organisation and administration skills.
• You have previous working experience in administration and/or office environments.
• You are able to organise and manage your time efficiently to meet deadlines.
• Previous experience in a Service Advisor role, preferable.
• Understanding of Kerridge, preferable.