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Service Advisor

Ilkeston Toyota | Aftersales

Salary: On Application

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Job Description

Job Title

Service Advisor

Business Area

Aftersales

Reporting to

Sales Manager and Service Manager

Job Overview

Customers will spend more time with the service department than sales during the life cycle of their vehicle. Our service team builds and retains long-term relationships with customers and provides a seamless journey that is defined and led by the customer. As a Service Advisor, you will be in a key customer-facing position. When customers need help with aftersales, you’ll be their connection to the Toyota brand and values. You’ll enrich customers’ lives by keeping expectations managed and ensuring that customer issues are resolved. As a Service Advisor, we’ll count on you to manage the customer experience throughout the service/repair process, supporting customers during the life cycle of their new or used vehicle.

We are all Brand Ambassadors and live and breathe the Toyota brand and values and are by nature passionate about the products and services that we offer.

Joining us as a Service Advisor offers you the opportunity to develop your career with one of the world’s most prestigious companies, working alongside some of the industry’s best talent. Toyota are the highest ranked Automotive Brand in the world and spend more on R&D than any other company, leading the way in Hybrid engine technology and innovation. We are constantly evolving so there is always something new just around the corner!

Does this sound like you?

  • Enjoy building and retaining strong relationships with customers
  • A passion to resolve customer issues in an efficient and effective manner
  • Have strong communication skills
  • Very strong organisational and prioritisation skills
  • A team player who enjoys helping and supporting others
  • Able to multi-task and switch between tasks
  • You take initiative and ownership of issues with a can-do attitude
  • Thrive in a high-pressured environment
  • A willingness to learn and keep up to date with product and technical information
  • Passionate about the automotive industry and want to work in the world’s biggest manufacturer

Highlights of what you will do in your Job

  • Be a central point of contact for customer care and vehicle lifecycle support, collaborating with sales, parts and technicians to ensure a seamless customer experience is provided
  • Connect with the customer to understand service/repair requirements and guide the customer towards the aftersales package that will best suit their needs
  • Provide accurate and consistent estimates, ensuring the customer is fully aware of likely costs and timescales and manage expectations accordingly
  • Introduce the customer to the appropriate technician to discuss the work where helpful.
  • Schedule work to meet customer requirements, liaising with technicians and body shop regarding job complexity and parts availability
  • Track and report issues that could affect customer satisfaction or team targets
  • Encourage the sale of Toyota parts and accessories whenever possible, acting on opportunities to sell additional products/services and market current promotions
  • Ensure that opportunities to connect with the customer are not missed by other teams and followed up by relevant specialists
  • Connect personally with customers following service or repairs to ensure total resolution and customer satisfaction

Personal Skills

  • Extremely organised, with great attention to detail.
  • Flexible, proactive and hard-working
  • Strong people skills – you’re approachable and enjoy assisting colleagues
  • Curious, keen to learn and apply your learning in helping customers and colleagues
  • Thrive in a busy, high-pressure environment.

Essential job criteria

  • Location of Centre – Ilkeston Derbyshire
  • A full UK driving licence.
  • Eligibility to work in the UK.
  • Flexible to work hours required to carry out the role effectively and travel (to the training sessions)
  • This role requires you to be professional, have a smart personal appearance and have high standards of verbal and written communication

Experience and Qualifications

  • Good level of general education – at least GCSE English and Maths
  • IT skills (MS Word, PowerPoint and Excel)
  • Previous customer-focused work experience is advantageous, however no specific industry experience is required
  • Interests that support work life balance

Remuneration and Benefits

  • Salary £25-27K per annum depending upon experience
  • Monday to Friday 8am -5.30pm and alternate Saturdays 8am-1pm
  • Contributory Pension
  • Training and on-going development with the Award-Winning Toyota Academy

Who we are

As one of the leading Toyota Centre’s in the UK, Ron Brooks are passionate about ensuring our customers are always put first every day, everywhere.

We are a family run business for over 60 years; we have a long history in our industry. We know that our people make our business unique, and place great emphasis on the development and growth of our colleagues.

About Toyota

Ready to join the largest car company in the world?

Since Toyota’s foundation, we have acted in accordance with our Guiding Principles to produce reliable vehicles and the sustainable development of society through ever-changing innovation and the provision of high-quality products and services.

Toyota will lead the future mobility society, enriching lives around the world with the safest and most responsible ways of moving people. Through our commitment to quality, ceaseless innovation, and respect for the planet, we strive to exceed expectations and be rewarded with a smile.

We will meet challenging goals by engaging the talent and passion of people who believe there is always a better way.

 

Closing Date: 28/02/24. We may close early if we find a suitable candidate.

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