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For Companies At a Glance
- Tasks: Lead a team of Service Advisors and provide top-notch customer care.
- Company: Join Swansway, a family-run business with a strong heritage and values.
- Benefits: Enjoy increasing holidays, birthday off, and discounts for family and friends.
- Why this job: Make a real difference in customer satisfaction while growing your career.
- Qualifications: Must have 24 months experience as a Service Advisor and a valid driving licence.
- Other info: Be part of a supportive family atmosphere with excellent long-term opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Overview
As a Senior Service Advisor for Swansway, you will work with our Motor Match Used Car brand and our BYD brand, you’ll be reporting into the Aftersales Manager 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
Company information
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.
But, it’s not what we do that makes us the company we are, it’s how we do it; it’s our family heritage that sets us apart, with the Smyth family playing a hands-on role in the day-to-day running of the business; we genuinely care about our customers and our Swansway family and that makes us a great place to work. We live by our caring, honest and proud values which is why our long service boards are brimming with names who’ve been with us five, ten and fifteen years!
Benefits
- Holidays that increase with length of service
- Your Birthday off
- Company Pension Scheme
- Death in Service Benefit
- Long service recognition
- Annual flu jab
- Discounts on products and services that extend to your family and friends
- Cycle to work scheme
- Employee recruitment referral payments
- Employee assistance programme and counselling service
- Occupational health services
- Flexible working patterns
- Car Benefit Scheme for employee or family
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 (Motor Match & BYD) employer: Swansway Group
Contact Detail:
Swansway Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Advisor (Motor Match & BYD)
✨Tip Number 1
Get to know the company inside out! Research Swansway and its brands like Motor Match and BYD. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the family.
✨Tip Number 2
Practice your customer service skills! As a Senior Service Advisor, you'll need to impress with your ability to handle enquiries and upsell services. Role-play scenarios with friends or family to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining the Swansway family right from the start.
We think you need these skills to ace Senior Service Advisor (Motor Match & BYD)
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.
Showcase Your Expertise: Don’t forget to mention your technical knowledge of vehicles and any upselling experience. We’re looking for someone who can not only manage the service process but also educate our customers about their vehicles.
Be Personable: Since this role is all about providing a personalised experience, let your personality shine through in your application. Share examples of how you've gone above and beyond for customers in the past.
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 from our team!
How to prepare for a job interview at Swansway Group
✨Know Your Stuff
Make sure you brush up on your knowledge of vehicles and components. As a Senior Service Advisor, you'll need to demonstrate your expertise during the interview. Be ready to discuss common issues customers face and how you would address them.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided outstanding customer service in the past. Think about specific situations where you went above and beyond to ensure customer satisfaction, as this role is all about creating a personalised experience for clients.
✨Demonstrate Leadership Qualities
Since you'll be leading a team, it's important to highlight your leadership experience. Share instances where you've successfully managed a team or project, and how you motivated others to achieve results, especially in a busy environment.
✨Be Ready to Upsell
Upselling is a key part of the role, so come prepared with strategies on how you would identify and communicate additional services to customers. Think of examples from your previous roles where you successfully upsold products or services.
