Vicarius Automotive
Service Advisor
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Company Overview
Vicarius Automotive is an independent vehicle MOT and repair garage, starting out in 2023 Vicarius has grown from one man in a Van to a 6 bay workshop. We currently employ 8 staff members and are situated between Winterbourne and Bradley Stoke. Our company values are to provide exceptional quality of work, fair pricing, and transparency with our customers.
Job Overview
As a Service Advisor, you will be the primary point of contact between customers and the workshop during the service and repair process. This role is responsible for ensuring the efficient and accurate completion of jobs, maximizing sales of services and parts, and delivering a high standard of customer satisfaction. You will also maintain strong relationships with customers, suppliers and workshop team to ensure smooth operation at all times.
Key Responsibilities
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Customer reception and communication: Act as the first point of contact and the main communication link between the customer and the workshop throughout the service and repair process. Begin the reception process as soon as the customer arrives, and handle all telephone, email, and messenger enquiries promptly and courteously.
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Vehicle intake and needs assessment: Inspect every vehicle before work starts, with the customer present where possible, noting any existing damage on the Repair Order. Accurately identify and record the customer's needs while they're present, and produce clear, legible fault description write-ups to support the technicians.
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Estimates, approvals and paperwork: Secure customer approval on cost, timescale, payment method, and warranty before work begins, and obtain their signature on the Repair Order. Initiate and disperse the correct paperwork for each job, maintain the garage's service records and repair job files, and keep job statuses accurate at all times.
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Commercial awareness and sales: Identify and act on opportunities to generate service and parts sales, using service records and vehicle history to spot where additional work may be needed. Confidently present these opportunities to customers in person, by phone, and through other channels, maximising revenue while ensuring recommendations are genuinely in the customer's and vehicle's best interest.
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Scheduling and workload management: Offer customers convenient appointments, manage bookings, and stay aware of the workshop's daily workload distribution to keep jobs on track.
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Platform and lead management: Keep fleet platforms (e.g. 1link, Digital Innk) checked and updated regularly so fleet customers are dealt with promptly and respond to leads and bookings on lead platforms daily.
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In-progress communication: Contact customers by phone, email, or message about any additional work identified during the job and let them know as soon as their vehicle is ready.
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Post-service follow-up: Follow up with customers within 48 hours of delivery to confirm satisfaction, and manage the scheduled maintenance follow-up process, including chasing any vehicle health check items that have reached their due date.
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Complaint handling and quality control: Use the formal complaint handling process to resolve customer issues in a way that satisfies the customer and protects the business. Inspect completed jobs to confirm repair quality before handover.
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Working relationships and development: Build and maintain strong working relationships with technicians, sales reps, warranty providers, parts suppliers, and all garage personnel. Take part in training to keep technical and non-technical skills up to date.
Requirements
- Excellent communication and people skills.
- Strong organisation skills and attention to detail.
- Ability to multitask and prioritise in a fast-paced, dynamic environment.
- Understanding of automotive services and repairs.
- Familiarity with using motor garage management software.
- Proficiency in management software and computer literacy.
Compensation and Benefits
- Highly competitive salary
- Company discount on own and immediate family vehicle repairs and maintenance
- 25 days of annual leave plus bank holidays
- Company health and wellbeing plan
- Onsite Parking
- No weekends
- Workplace pension
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