Job Description

Service Advisor
Ford Kings Norton
£18,000 basic salary, depending on experience and £20,200 OTE with company benefits
Overview
You will see from our website and our recent financial results that we are a rapidly becoming one of the Country's leading automotive retailers. We currently operate 84 franchised outlets throughout England and Scotland employing over 3,000 people and have very strong relationships with the manufacturers we represent. We are the 9th largest retail motor group in the UK and will be expanding as we drive our business forward into 2012. We are very well placed in to achieve our growth and performance objectives and are constantly building our capacity to improve the business further. We have a clear vision to become recognised as the most progressive motor retailer and our Mission Statement is "To deliver an outstanding customer motoring experience through honesty and trust." We are committed to supporting our colleagues through the provision of continuous training, coaching and development. Our competitive advantage lies in the quality of people we employ and we are intent on building our future on the drive, energy and talent of our colleagues. With that in mind we are selective about who we employ and expect that they drive the business forward passionately and fully in line with our values.

Role & Responsibilities
The key responsibilities of this role are as follows:

Customer Satisfaction (CSI): To take responsibility to achieve the highest possible customer satisfaction levels in excess of the manufacturer national average by building trust, communicating well and exceeding customer expectations. To provide a quality of service that means Customers would not consider using our competitors.

Maximising Profit Per Customer Visit:
Product Sales: To actively and professionally promote all ancillary products to achieve targets set by your Manager every day.

Up Sell: To actively promote and fully explain the value of additional work to customers to ensure you maximise the profit generated from the service while maintaining the bond of trust.

Data Quality: To accurately and vigorously collect, manage and input all customer contact and vehicle data into the Kerridge system to maximise the quality and content of the customer database.

Customer Follow-up: To maintain contact with and follow up every customer of the department to ensure they were completely satisfied, their expectations were met, any issues are addressed and their custom retained.