Service Advisor

About the role

The Service Advisor works proactively to keep the service reception running smoothly and to meet customer needs and expectations, from the initial inquiry through to the completed invoice and follow-up. The role helps optimise workshop utilisation and builds long-term profitable customer relationships.

Key responsibilities

• Develop and run a customer contact plan to promote product launches and engage potential customers in sales campaigns, and act as first point of contact for queries and complaints.
• Assign short-term work schedules to a team of subordinates within established timelines.
• Provide advanced product and service information and answer complex customer questions.
• Record and process custom or special orders, coordinating with the teams involved.
• Handle escalated customer issues and obtain managerial approval when needed.
• Produce, update and support complex Microsoft documents, databases and departmental systems, and advise colleagues on best practice.
• Monitor team use of the CRM system, resolve standard issues and escalate others to a senior manager.
• Clarify customer needs before calls or meetings, present using standard materials and identify areas needing further information.
• Support customer renewals and help drive them through exceptional service.
• Spot non-compliance with policies, procedures and regulations within the team and report and escalate it.
• Take part in assessment and development planning, training and coaching, and keep up with technology, regulations and industry best practice.