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Senior Service Advisor


Job Title: Senior Service Advisor

Reporting to: Service Manager


Department: Service

Based at: MINI Northampton


Objectives of the Post:

 To deal with customer requirements for service and repair in an efficient and courteous manner ensuring the highest standard of Customer Service.
 To contribute to the organisation and loading of the workshop in an efficient manner to allow everyone to work to their full capacity.
 To carry out customer follow-up and prospecting activities to increase work within the workshop and promote the sale of accessories, parts and new vehicles.

Main Duties:

 Make customer bookings and plan customer arrival times (where possible).
 Greet all customers at Reception in a courteous and considerate manner and agree their service and repair requirements with them.
 Take ownership responsibility for customer vehicles, keys and workshop parking.
 Complete Repair Orders and inform customers of approximate prices, delivery times and acceptable methods of payment.
 Carry out road tests and physical inspections where necessary.
 Establish the customer’s onward travel arrangements and offer a service loan car or courtesy transport where applicable.
 Load the workshop efficiently using agreed Flat Rate times and our Reservation System without exceeding capacity.
 Monitor progress in workshop to ensure promised time frames are delivered.
 Liaise and update customers to ensure approval for additional work required has the customers consent and agreement.
 Conduct Final Quality Control test and ensure correction if necessary.
 Personally present completed vehicles to customers and advise of any further or future service repair requirements.
 Present invoices to the customers, providing a clear explanation of charges and warranty/goodwill procedures. (Discounts, guarantees and goodwill claims outside agreed policies cannot be offered without the approval of your Service Manager.)
 Promote the sale of MINI accessories and clothing.
 Manage and update Customer Record Files and Repair Order Register on a daily basis to ensure accurate analysis of Service Department activity.
 Maintain an ongoing customer contact system, including a follow-up call to ensure satisfaction with all work carried out and calls to customers not seen for long periods to demonstrate continued interest in their requirements.
 Ensure the service area is kept clean and tidy and all information updated is in line with our brand.
 Maintain a high level of Product and Technical knowledge through manuals, information bulletins, magazines and attending training courses, with the agreement of your Service Manager.
 Maintain up to date knowledge of Warranty and Goodwill procedures of MINI (GB) Ltd and your dealership to ensure all claims are processed fairly and quickly.
 Ensure that safe working practices are adhered to in line with the Health and Safety legislation.

Critical Skills:

 Proven high level of customer service skills.
 Enjoys working with people.
 Good communication skills.
 Strong organisational and prioritisation skills.
 Able to take initiative and ownership of issues with a proactive can-do attitude.
 Able to multi-task and switch between tasks.
 A team player who offers help and support to others.
 Willingness to learn and keep up-to-date with product and technical information.
 Thrives in a high pressured environment.

Competencies:

Problem Solving
 Analyses and evaluates key data quickly and, with the relevant details, applies logics and common sense.
 Makes decisions, commits to actions and takes over responsibilities with calculated risks.

Brand identification
 Identifies with and acts for MINI culture, brand, lifestyle, and values.
 Acts as an ambassador for MINI and is passionate about the products and company.

Communication with Impact
 Communicates clearly, eloquently and finds the right balance between talking and listening.
 Finds persuasive arguments and negotiates professionally with fairness and respect.

Customer & Service Orientation
 Creates a premium customer experience. Identifies and anticipates customer expectations and needs.
 Assures that customer issues are resolved and focuses on customer satisfaction.

Flexibility and Desire to Learn
 Adapts quickly to unknown situations and willingly improves his/her own skills and competence.
 Shows an openness to change, innovates processes, and strives for new ideas.

Relationship Building
 Easily builds up relationships, is empathic and self-confident.
 Approaches others with commitment, openness and a friendly attitude

Result and Achievement Motivation
 Acts with a focus on solutions and measurable results.
 Strives for outstanding performance and sets himself/herself challenging goals and targets.

Self-Management & Resilience
 Manages his/her time appropriately, taking into account costs and time.
 Prioritises information and works in an efficient manner – even under pressure.

Team Orientation
 Facilitates interaction between team members and appreciates teamwork.
 Looks for ways to enhance collaboration and balances the interests and concerns of team members.

Additional Requirements:

 Full valid UK driving licence
 Eligibility to work in the UK

Remuneration and Benefits:

 Company pension scheme
 22 days annual leave
 Alpha Drive
 Training & Development


Job Title: Senior Service Advisor

Reporting to: Service Manager

Department: Service

Based at: MINI Northampton


Objectives of the Post:

 To deal with customer requirements for service and repair in an efficient and courteous manner ensuring the highest standard of Customer Service.
 To contribute to the organisation and loading of the workshop in an efficient manner to allow everyone to work to their full capacity.
 To carry out customer follow-up and prospecting activities to increase work within the workshop and promote the sale of accessories, parts and new vehicles.

Main Duties:

 Make customer bookings and plan customer arrival times (where possible).
 Greet all customers at Reception in a courteous and considerate manner and agree their service and repair requirements with them.
 Take ownership responsibility for customer vehicles, keys and workshop parking.
 Complete Repair Orders and inform customers of approximate prices, delivery times and acceptable methods of payment.
 Carry out road tests and physical inspections where necessary.
 Establish the customer’s onward travel arrangements and offer a service loan car or courtesy transport where applicable.
 Load the workshop efficiently using agreed Flat Rate times and our Reservation System without exceeding capacity.
 Monitor progress in workshop to ensure promised time frames are delivered.
 Liaise and update customers to ensure approval for additional work required has the customers consent and agreement.
 Conduct Final Quality Control test and ensure correction if necessary.
 Personally present completed vehicles to customers and advise of any further or future service repair requirements.
 Present invoices to the customers, providing a clear explanation of charges and warranty/goodwill procedures. (Discounts, guarantees and goodwill claims outside agreed policies cannot be offered without the approval of your Service Manager.)
 Promote the sale of MINI accessories and clothing.
 Manage and update Customer Record Files and Repair Order Register on a daily basis to ensure accurate analysis of Service Department activity.
 Maintain an ongoing customer contact system, including a follow-up call to ensure satisfaction with all work carried out and calls to customers not seen for long periods to demonstrate continued interest in their requirements.
 Ensure the service area is kept clean and tidy and all information updated is in line with our brand.
 Maintain a high level of Product and Technical knowledge through manuals, information bulletins, magazines and attending training courses, with the agreement of your Service Manager.
 Maintain up to date knowledge of Warranty and Goodwill procedures of MINI (GB) Ltd and your dealership to ensure all claims are processed fairly and quickly.
 Ensure that safe working practices are adhered to in line with the Health and Safety legislation.

Critical Skills:

 Proven high level of customer service skills.
 Enjoys working with people.
 Good communication skills.
 Strong organisational and prioritisation skills.
 Able to take initiative and ownership of issues with a proactive can-do attitude.
 Able to multi-task and switch between tasks.
 A team player who offers help and support to others.
 Willingness to learn and keep up-to-date with product and technical information.
 Thrives in a high pressured environment.

Competencies:

Problem Solving
 Analyses and evaluates key data quickly and, with the relevant details, applies logics and common sense.
 Makes decisions, commits to actions and takes over responsibilities with calculated risks.

Brand identification
 Identifies with and acts for MINI culture, brand, lifestyle, and values.
 Acts as an ambassador for MINI and is passionate about the products and company.

Communication with Impact
 Communicates clearly, eloquently and finds the right balance between talking and listening.
 Finds persuasive arguments and negotiates professionally with fairness and respect.

Customer & Service Orientation
 Creates a premium customer experience. Identifies and anticipates customer expectations and needs.
 Assures that customer issues are resolved and focuses on customer satisfaction.

Flexibility and Desire to Learn
 Adapts quickly to unknown situations and willingly improves his/her own skills and competence.
 Shows an openness to change, innovates processes, and strives for new ideas.

Relationship Building
 Easily builds up relationships, is empathic and self-confident.
 Approaches others with commitment, openness and a friendly attitude

Result and Achievement Motivation
 Acts with a focus on solutions and measurable results.
 Strives for outstanding performance and sets himself/herself challenging goals and targets.

Self-Management & Resilience
 Manages his/her time appropriately, taking into account costs and time.
 Prioritises information and works in an efficient manner – even under pressure.

Team Orientation
 Facilitates interaction between team members and appreciates teamwork.
 Looks for ways to enhance collaboration and balances the interests and concerns of team members.

Additional Requirements:

 Full valid UK driving licence
 Eligibility to work in the UK

Remuneration and Benefits:

 Company pension scheme
 22 days annual leave
 Alpha Drive
 Training & Development