Stoneacre Motor Group
Apprentice Aftersales Advisor
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About the Role
We are looking for a motivated, hardworking individual to join our team and embark on a long-term career, with excellent progression opportunities once you complete your apprenticeship.
As an Apprentice Aftersales Advisor working at one of our Stoneacre dealership’s you will be responsible for delivering the highest level of customer experience. Ensuring you are fully prepared for our customers visits utilising our Aftersales Process and completing pre-conditioning, you will ensure that every aspect of their visit is tailored to them in a positive and professional manner. We are looking for a driven, determined, self-motivated and friendly individual who is dedicated to providing an exceptional customer experience.
It is our ambition to make Stoneacre the number one motor group. This is a fantastic opportunity to take the first step of your career with a business that is focussed on you and your training and development, whilst offering you a supportive, and fun working and learning environment in which you can thrive!
The Stoneacre Academy Customer Service apprenticeship programme is geared toward training the right candidate to become a qualified Aftersales Advisor. But what does an Aftersales Advisor do?
They deal directly with customers and acts as a go-between between the customer and Service Technicians/Mechanics, scheduling vehicle service work to customer deadlines. They will handle administrative and customer relations aspects of service department operations.
What You’ll Do At Work Will Include
- 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 advise customers of predicted completion times and collection arrangements.
- Progressing vehicle repairs through the workshop, utilising 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 convert these into firm bookings or refer 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 KPI’s are achieved.
- Working with a variety of dealer and manufacturer systems to capture data and maintain accurate data records.
- Adopt new digital systems and processes as part of our digitalisation strategy.
- Propose and sell-up the additional work advised through the Vehicle Health Check process.
- Quote & sell Service Plans to retain customers to the group.
- Encourage customer satisfaction feedback via exit briefing & follow-up contact.
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You will also be the go-to person when the customer wants us to:
- Estimate repair costs and times.
- Resolve any concerns when we suggest repairs.
- Inform and update them on progress or additional works needed.
- Prepare and explain invoices and take payments.
Please note, the Aftersales Advisor role varies slightly by branch based upon the specific needs within the location of the branch.
Qualifications
- GCSE grades 9 –4 (A – C) or equivalent in English and Maths.
Equivalent Grades Include
- BTEC first diplomas and certificates
- OCR Nationals
- Key Skills Level 2
- NVQs
- Essential Skills (Wales)
- Functional Skills Level 2
We accept predicted grades and conditional offers can be made based on predicted grades.
Personal Qualities
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 focussed 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
Other Information
Please do not contact the dealership. Stoneacre Academy are the main point of contact for this vacancy and carry out the full recruitment service for Stoneacre Motor Group. Approaching the retailer directly will not always help your application. Due to the high number of applications, we cannot provide a timescale on when you are likely to receive a response. As most of our roles are recruited for on an ongoing basis, we will contact you if you are successful at progressing to the next step. It is not possible for us to contact every applicant individually. If you have not heard back on a specific vacancy but find another opportunity that is of interest to you, we welcome an additional application.
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Why join Stoneacre Motor Group and what is in it for you?
As part of our ambition to be the number one motor group, we offer:
- 22 days annual leave, plus bank holidays.
- A range of training and leadership development programmes.
- Flexible approach to working patterns
- A range of training and development programmes
- Industry leading career progression opportunities
- Contributory workplace pension scheme
- Uniform provided
- Long service reward
- Customer introduced reward
- Employee discounts
- Access to discounts on retailers, restaurants, holidays and much more
- Wellness programme
- Free onsite parking
Our Ambition
As one of the UK’s largest car dealers, we offer a wide range of job opportunities in our different departments and branches spread across the UK. We encourage our staff to continuously grow and develop their current skills alongside new ones via a range of learning programs. As we recognise that our staff are essential to our success, we evaluate our employee’s performance on a regular basis, recognising and rewarding those who exceed expectations. The local community is very important to us, and we take great pride in supporting our local work forces across the Stoneacre network.
Our Core Values Are
- To provide stability of employment, consistent with our ability to compete in our market
- To continually improve conditions and standards of service to both our employees and customers
- To maintain high standards of courtesy and service towards our clients and the general public
- To maintain compliance with all statutory requirements
- To create and offer all of our staff CAREERS FOR LIFE
“Stoneacre Motor Group are an Equal Opportunity employer committed to diversity in the workplace. We pride ourselves on creating an inclusive work environment where our employees can thrive by being themselves."
The Company
Originally founded in 1994, Stoneacre is a family-owned business that has progressively grown to become one of the UK’s fastest-growing and most successful car dealer groups.
We operate from 64 locations across England and Wales, have 137 franchise sales points representing 27 manufacturers. Specialising in the sale of new and used cars, as well as commercial vehicles, the group also offers servicing, parts and bodyshop facilities.
We currently have over 2,750 dedicated members of the Stoneacre team who share our dedication and passion to provide complete customer satisfaction. We are committed to developing our people, as we know it’s the best investment we can make.
The Benefits
- Discounts on servicing and repairs
- Training & Development
- Wellness programme
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