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Service Advisor Apprenticeship - Suzuki- Bradford
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About the Role
We are looking for the next generation of enthusiastic and hardworking customer service apprentices that share our passion for the automotive industry and delivery of the best possible customer service. You will be responsible for administrative and customer relation aspects of service department operations.
This is an apprenticeship role.
Responsibilities
A Customer Service Advisor deals directly with customers and acts as a go-between between the customer and Service Technicians, scheduling vehicle service work. They will handle administrative and customer relations aspects of service department operations. Their duties may vary slightly from employer to employer depending on the size of the company, but they commonly include:
- Interpreting customer concerns and comments and liaising with technicians
- Booking / scheduling vehicle services
- Liaising with customers about any additional work required
- Estimating time and costs associated with repairs
- Handling customer complaints
- Responding to customer requests
- Tracking the vehicle through the workshop
Towards the end of the apprenticeship, all candidates will be required to produce a high-level project to improve and develop business needs.
Qualifications and Training
The successful candidate will work towards a level 3 customer service specialist qualification on a remote basis over a 15-month period.
Course Contents
- Business focused service delivery
- Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision-making and providing recommendations or advice.
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches.
- Find solutions that meet your organisation's needs as well as the customer requirements.
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Providing a positive customer experience
- Through advanced questioning, listening, and summarising, negotiate mutually beneficial outcomes.
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy.
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps.
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction.
- Demonstrate a cost-conscious mindset when meeting customer and the business needs.
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer.
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format.
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Working with customers/customer insights
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication, and facts and act upon it.
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service.
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Customer Service performance
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome.
- When managing referrals or escalations, take into account historical interactions and challenges to determine next steps.
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Service Improvement
- Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions.
- Make recommendations based on your findings to enable improvement.
- Make recommendations and implement, where possible, changes in line with new and relevant legislation, regulations, and industry best practice.
Essential Qualifications
- GCSE in:
- Maths (grade 4)
- English (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Hours and Benefits
- Full-time: 40.00 hours per week.
- Permanent role upon successful and satisfactory completion of the apprenticeship.
- Your earnings can increase over time with an apprenticeship.
Company Values
Our company values, fit, fun, family, and fearless, are the foundation of the business and we live by them every day. Built on a strong passion for motor vehicles and an even stronger passion for excellent customer service, our aim at D. M. Keith is to be trusted and respected by everyone who encounters us for the lifetime of their motoring needs.
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