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For Companies At a Glance
- Tasks: Lead a team to provide top-notch customer service and manage service operations.
- Company: Join Swansway, a family-run business with a friendly atmosphere.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Why this job: Make a real difference in customer satisfaction and vehicle knowledge.
- Qualifications: Minimum 24 months experience as a Service Advisor and a valid driving licence.
- Other info: Be part of a growing company with diverse opportunities across multiple locations.
The predicted salary is between 36000 - 60000 £ per year.
Overview
As a Senior Service Advisor for Swansway you’ll be reporting into the Aftersales Manager and you will be responsible for the service and aftersales care of our customers. Our service area is busy and we have loyal customers who expect only the highest level of customer service. You will lead the front of Service Advisor team and offer outstanding customer care to our customers. You will give every customer a personalised experience, impart your expertise and provide them with increased awareness and knowledge of their vehicle so that they leave our dealership feeling extremely satisfied every time while spotting upselling opportunities.
Responsibilities
- Provide a knowledgeable, responsive, and efficient service
- Manage and allocate Service Advisor workload day to day
- Work closely with the Workshop Controller and ensure priority job cards are managed
- Manage all service telephone, email and walk-in enquiries
- Meet and greet customers, qualify work, and identify customer\\\’s additional needs at vehicle drop-off
- Continuously seek to improve customer service feedback by identifying service improvement opportunities within the aftersales department and sharing any customer feedback with the management team
- Ensure customer expectations and requirements are identified, and successfully managed, throughout the service process including follow up
- Facilitate the efficient operation of the aftersales department workshop, booking work accurately, gathering and sharing all relevant information with the team
- Efficiently manage customer communication through repairs with timely progress updates and gaining authorisation for additional work
- Conduct telephone activity to maximise workshop activity with MOT and service reminder calls etc.
- Maintain knowledge of retention products and services upselling where appropriate
- To discuss and up-sell additional work to the customer, where appropriate
- Be transparent and conduct efficient handovers fully explaining repairs and invoices for customers
Essential qualifications
- Minimum of 24 months experience working in a dealership as a Service Advisor with stepping up to lead a team
- Flexible team player, able to undertake new tasks and use initiative to support aftersales team during busy periods
- Results focused, you will be resilient and overcome obstacles to succeed
- A good technical awareness or understanding of vehicles and components
- Experience of upselling products or services
- Must have a valid driving licence
About Swansway
Founded in 2003 by Michael Smyth and his three sons, Swansway has grown from five motor dealerships in Cheshire and the West Midlands to the 20 dealerships we have today. From Birmingham in the South to Carlisle in the North we partner with eleven brands including; Audi, Volkswagen, Land Rover, Honda and many more.
We’re expanding our own-brand, Motor Match our used sites, and we don’t stop at dealerships; we operate four Volkswagen Group Trade Part Centres, an Accident Repair Centre, a Group Fleet Sales Centre and an eBay shop re-cycling obsolete parts. All this is supported by our Head Office in Crewe.
When you join Swansway, you’re joining a family; so, if you enjoy, and thrive, in an inclusive family atmosphere, apply to join us now!
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Senior Service Advisor employer: Swansway Group
Contact Detail:
Swansway Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Advisor
✨Tip Number 1
Get to know the company inside out! Research Swansway, their values, and what makes them tick. This way, when you walk in for that interview, you can show off your knowledge and passion for the brand.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a mate or in front of the mirror. This will help you articulate your experience and how it aligns with the Senior Service Advisor role.
✨Tip Number 3
Don’t forget to showcase your customer service skills! Think of specific examples where you’ve gone above and beyond for customers. This is key for a role that’s all about providing outstanding service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Senior Service Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Service Advisor role. Highlight your experience in customer service and any leadership roles you've had, as we want to see how you can lead our team and enhance customer satisfaction.
Show Off Your Expertise: Don’t shy away from showcasing your technical knowledge about vehicles. We’re looking for someone who can not only manage the team but also provide valuable insights to customers about their vehicles, so let us know what you know!
Be Personable: Remember, this role is all about customer care! Use your application to demonstrate your ability to connect with customers and provide a personalised experience. Share examples of how you've gone above and beyond in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process. We can’t wait to hear from you!
How to prepare for a job interview at Swansway Group
✨Know Your Stuff
Make sure you brush up on your technical knowledge about vehicles and components. Being able to discuss common issues and solutions will show that you’re not just a people person, but also someone who understands the ins and outs of the service process.
✨Customer-Centric Mindset
Prepare examples of how you've provided outstanding customer service in the past. Think about specific situations where you went above and beyond to meet a customer's needs. This will demonstrate your commitment to delivering a personalised experience, which is key for the role.
✨Team Leadership Skills
Since you'll be leading a team, be ready to talk about your leadership style. Share experiences where you successfully managed a team or improved processes. Highlight your ability to allocate workloads effectively and support your colleagues during busy times.
✨Upselling Experience
Think of instances where you successfully upsold products or services. Be prepared to discuss your approach to identifying customer needs and how you communicated additional options without being pushy. This will show that you can contribute to the dealership's success through effective sales techniques.
