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Apprentice Aftersales Advisor
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Job Description
About the Role
You will be responsible for delivering the highest level of customer experience. Ensuring you are fully prepared for our customers' visits utilizing our Aftersales Process. Guaranteeing every aspect of their visit is tailored to them in a positive and professional manner. We are looking for a driven, self-motivated and friendly individual.
What You'll Do at Work
- Interpreting customer concerns and comments and liaising with Service Technicians
- Booking/scheduling vehicle services
- Liaising with customers about any additional work required
- Estimating time and costs associated with repairs using menu pricing
- Handling customer complaints
- Responding to customer requests
- Tracking the vehicle through the workshop
- Providing timely updates for customers using a range of communication methods such as telephone, email, text, and social media
- Ensuring the highest standard of courtesy and integrity when interacting with customers and members of the public, ensuring clarity at all times
- Ensuring the proper understanding of customer requirements and advising customers of predicted completion times and collection arrangements
- Progressing vehicle repairs through the workshop, utilizing effective communication with workshop control to ensure agreed vehicle completion times are adhered to
- Responding to customer enquiries by telephone, email, and in person and successfully converting these into firm bookings or referring to our Business Development Centre if the customer requests this
- Communicating effectively in person, by telephone, text, or email to keep customers advised as to the progress of repairs and servicing
- Professionally selling products, services, and repair work as appropriate to customers' needs whilst ensuring all objectives are fully achieved
- Invoicing completed work and taking payments where required
- Working as part of a team, to ensure all departmental objectives and KPIs are achieved
- Working with a variety of dealer and manufacturer systems to capture data and maintain accurate data records
- Adopting new digital systems and processes as part of our digitalization strategy
- Proposing and selling up the additional work advised through the Vehicle Health Check process
- Quoting & selling Service Plans to retain customers to the group
- Encouraging customer satisfaction feedback via exit briefing & follow-up contact
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Training Course
Customer Service Practitioner (Level 2)
Course Contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations, and achieves positive engagement and delivery.
- Depending on your job role and work environment:
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity, and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers' needs and manage expectations.
- Maintain informative communication during service recovery.
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Desirable Qualifications
- GCSE in:
- English
- Mathematics (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Non judgemental
- Patience
Other Requirements
As the main point of contact with our customers, you will require exceptional communication skills with the ability to multi-task.
Application numbers for the Stoneacre Customer Service apprenticeship programme are high, so we're looking for you to demonstrate why you stand out from the crowd.
We're not looking for the finished article; rather, we want to identify those people that are ambitious and demonstrate a willingness to learn, who are excited by the prospect of working with our fantastic, customer-focused team, and really engage in the recruitment process.
Key personal skills to demonstrate include:
- A willingness to learn
- Teamwork
- Quality focus
- Personal responsibility and resilience
- Problem solving
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