VAG Service Advisor

Cordwallis Bicester has an opportunity to welcome a new member to our Service Advisor Team. You will be the first point of contact between the customer and workshop so we're looking for someone committed to delivering an excellent customer experience with great attention to detail. If you have any previous VAG Service Advisor experience, this could be the role for you.

The Service Advisor in our business performs a pivotal role in the smooth running of workshop. You will provide relevant, accurate and timely information through each stage of our Service Core Process, ensuring that customer expectations are met and exceeded.

Our Service Advisors also maximise service and parts profitability through upsell of identified defects in a professional manner as well as loading the workshop schedule to maximise workshop capacity and utilisation.

You will need to be able to think on your feet, retain information and adapt to the demands of the day. We are a busy commercial dealer and no two days are the same!

Working with our world class brand - Volkswagen Commercial Vehicles, training and development opportunities are plenty within our organisation. All opportunities are there for candidates who want to take them.

Cordwallis Group is a family business and that is just one of the things that sets us apart from other commercial dealerships!

Hours of work

• 44.5 hours per week across 3 alternating shifts Monday to Friday
• 7:00 am to 4:00 pm
• 8:00 am to 5:00 pm
• 9:00 am to 6:00 pm
• All with a 30 minute unpaid break each day
• Plus 1 in 3 Saturday mornings, 8:00 am to midday

Responsibilities

• Understand and adhere to Service Core Process as set by the Brand and Company
• Carry out a robust job preparation process, focusing on details to ensure all customer vehicle issues and information are captured and followed up
• Inform customer of outstanding recall campaigns and arrange for work to be completed
• Clarify for the customer and workshop the basis for the repair - Retail / Fleet / Warranty
• Check the account detail and level of credit left, obtain authorisation and obtain order numbers from customers
• Promote additional workshop services/repairs where applicable
• Deal with customer needs over the phone and face to face with a professional and friendly approach
• Carry out daily update calls to customers on vehicle progress in the workshop
• Follow up all "No Show" bookings
• Work in Progress (WIP) control for the department
• Update VORs on manufacturer platforms daily
• Gain authorisation for work required - either from the customer or via customer approval platforms
• Cost the work completed and raise invoices
• Carry out post workshop visit calls to ensure customers are happy with the experience and service provided
• Accept and process all walk in bookings
• Provide customers with timely updates of vehicle progression through the workshop, monitor expected completion times and advise of any unexpected delays
• Maintain vehicle history and service records accurately, efficiently and timely, in line with customer requirements and operator licence standards
• Maintain invoice filing accurately, timely and efficiently
• Ensure parts are ordered/requisitioned once relevant authority is received
• Ensure the customer reception area is maintained to a high professional standard at all times
• Build rapport with all staff and customers
• Keep up to date knowledge and training on all franchise requirements
• Undertake such other tasks as may reasonably be required
• Enhance the image and reputation of the company whilst supporting its commercial interests
• Comply with good health and safety practice, all statutory requirements, company policies and standard procedures

Key Qualifications

• Excellent attention to detail
• Excellent communication skills with customers and colleagues
• Excellent interpersonal, verbal and written communications skills
• Proven organisational and administration skills
• Proactive approach to work
• Ability to work to deadlines
• Technical knowledge
• Analytical skills including working with statistical and costing information
• Ability to work in a fast paced environment and multitask
• Work on own initiative and as a team player

Ideally you will have industry experience within the world of automotive - whether that be HGV or Light Commercial vehicles.

Benefits

• Multi manufacturer training programmes available - we will support you with your desired career progression level
• 30 days annual leave including bank holidays
• Additional leave with service loyalty (3 yrs / 5 yrs / 7 yrs / 10 yrs)
• Holiday + Purchase Scheme (up to 3 days available to purchase)
• Employer statutory pension scheme
• Free Class IV MOT per year
• Mental health first aiders
• Paternity pay - full 2 weeks pay
• Corporate uniform provided
• Cycle to work scheme
• On site parking
• EV salary sacrifice scheme
• Working for a friendly family business

Only applicants based in the UK with the correct work permits need apply.