Aftersales Advisor TLNT1_NI

Shelbourne Motors is one of Northern Ireland's most progressive and award-winning automotive groups. Operating across two state-of-the-art locations, we proudly represent Toyota, Nissan, Kia, Renault, Dacia and Maxus, alongside our AutoSelect used car supermarkets and our expanding Fleet (fleet4u) and Rental (SVRgo) divisions. In recent years, Shelbourne Motors has undergone a major period of transformation and recognition. Most recently, we were proudly awarded: Dealer Group of the Year 2024.

Responsibilities include:

• Agreeing service instructions and booking vehicles into the workshop.
• Responding to customer telephone queries relating to service repair and the booking in of their vehicles for the required work.
• Establishing the customers' drop off and collection requirements / arranging alternative transport where necessary.
• Provision of customer quotations.
• Reviewing vehicle and customer history to identify potential additional work requirements (such as recalls or items noted at last service).
• Ensuring all appropriate information is gathered from the customer within GDPR guidelines e.g. address, email address, telephone contact details etc. for marketing purposes.
• Data input into CDK system.
• Communicating customer requirements to workshop colleagues.
• Ensuring vehicle health checks are carried out on each vehicle.
• Ensuring thorough vehicle inspection with the customer before and after service work is carried out.
• Liaising with customers regarding additional work and obtaining their authorisation to proceed.
• Responding to customer enquiries.
• Monitoring work progress to ensure the vehicle will be ready at the time agreed and making contact with the customer to confirm when their vehicle is ready for collection.
• Maintaining all customer records and job cards on a daily basis to ensure the accurate analysis of service activity.
• Handing over vehicle to the customer advising them fully of the work carried out and giving a full explanation of the invoice.
• The creation of invoices for work completed.
• The process of customer payment and completion of appropriate paperwork.
• Promoting the sale of service plans and additional products to customers.
• Carrying out campaign duties as and when required.
• Handling customer problems and complaints using the necessary skills and where possible resolving the issue to the mutual satisfaction of the customer and the business.
• Maximising the potential of up-sales if appropriate during service customer communications.
• Ensuring prompt customer follow up email / phone calls to maintain customer satisfaction and manufacturing standards as outlined in company policies.
• Carrying out pre-calls with customers prior to customer service visit.

The ideal candidate will be an excellent communicator, have the ability to build rapport with customers, work as a team player and be computer literate with working knowledge of Microsoft packages. The successful candidate must have at least 3 years face-to-face customer handling experience within a busy retail setting. It is also essential for the successful candidate to have a valid clean driving licence as they will be required to move vehicles on and off site. Preference will be given to those applicants with previous Service and or Parts Advisor experience in the automotive industry, working knowledge of CDK computerised system and a sales history.

Shelbourne Motors Limited is an Equal Opportunities Employer.

Skills: Driving Licence, Excellent customer service.

Benefits: Employee Social Events, Long Service Awards, 30 days Annual leave, Bonus, Industry leading performance pay plan.