Service Advisor / Executive Vacancy

About us

Arthur Spriggs Van Truck and Bus are a privately owned family business with a number of Commercial Franchise namely Mercedes Benz, Isuzu Truck, VW Commerical Vans and Evobus (Mercedes Bus and Coach).

Alongside this we operate a large Road Haulage Fleet founded in 1918 operating from both our Gloucestershire and Northamptonshire depots offering high levels of Customer Service and reliability and as such have a business built on solid foundations.

The Role

Please only apply if you have relevant Main Dealership experience.

We have a fantastic opportunity for an experienced Service Advisor / Executive with a flexible and Positive attitude to join a small but dedicated and passionate team at our Multi Franchise Dealership in Tewkesbury.

Working on a shift basis – 6am-3pm one week and 9am-6pm with an alternating Saturday Morning 7am-1pm.

What we need from you

As a Customer Executive, you are an integral part of the Service team, and you are in direct contact with the customer.

Meeting and Greeting Customers in a friendly and courteous manner throughout the day, identifying their service requirements and exceeding their expectations.

You are the skilled interface between the customer and the workshop to deliver the customer promise, so you will be able to load the workshop diary accurately to ensure the smooth flow through the workshops.

You have a significant impact on customer satisfaction and make a considerable contribution to the success of the aftersales operation.

You are also able to provide information on Mercedes-Benz Truck, Van and Bus services and products and can also respond to queries about service- related topics.

You will be confident when updating customers and focused on following up to ensure the customer is fully satisfied.

You will look to upsell value added products, be able to invoice daily against a given target as well as managing the workshop loading as part of a service team.

You will Maintain your product knowledge through an extensive inhouse, and Manufacturers training scheme personally developed to target your role and career progression.

Skills / Competencies

You always think and act with the customer in mind and professionally implement all Mercedes-Benz processes and procedures in order to provide the best for your customer.

You always complete your work diligently and present yourself at all times as an ambassador of the brands you represent.

You will have frequent communication and engagement with others.

You establish a quick, reliable and trustworthy rapport with customers.

You will be able to adapt easily to changing situations.

You will be able to deliver consistent performance in a fast-paced environment.

You must have experience in using Platforms such as Kerridge/ Keyloop/1 Link and other DMS systems.

You must be able to drive and be competent at using Microsoft office / Word

Tasks

Respond to all maintenance and repair requests ensuring all customer and vehicle data is captured.

Active review of planned work to ensure customer readiness.

Acceptance of vehicle including checking customer and vehicle data for completeness.

Confirm the key customer contact and preferred communication method.

Establish scope of repair and maintenance, gaining customer approval where required.

Ensuring that a visual inspection using C-itnow is performed and an automatic quick test to establish the status of the vehicle.

Ensure all Sublets always have order numbers issued.

Regularly sell Service Contracts and all in plans against Target

Carry out cash sale invoicing or specific Invoicing as instructed by the Service Admin Manager

Monitoring the repair status and clarification of additional repair services.

Creation of basic cost estimates and invoices, including updates of Digital Service Records.

Responsibility for proactive customer updates using the preferred communication method.

Co-ordinating the pickup date, time, method and location with the customer.

Responsibility for handover of vehicle to customer including explanation of work carried out.

Ownership of job packs and associated documentation.

What is in it for you?

Be part of a growing family business and friendly team

Working with Global Brands

Tailored Manufacturers Training and Personal Career development

Competitive Rates of Pay

20 Days Holiday plus Bank Holidays

Uniform and PPE

Wellbeing programme to support you and your family.