The Customer Service Advisor will be responsible for setting customer expectations and keeping the customer updated throughout the service or repair of their vehicle. It is also their responsibility to sell additional products, take payments, and follow-up with the customer to ensure they are happy with the work completed. They will also provide support with additional ad-hoc duties as required.
As with all positions within dealerships, Customer Service Advisors are expected to uphold the highest ethical standards.
All Customer Service Advisor (Apprentices) will undertake a 15-month apprenticeship, which will be delivered by Lifetime Training and centrally managed by the Vertu Talent Team. This Apprenticeship programme has been built around a robust development pathway, creating a talent pipeline of colleagues who will support the business in Service Advisor role.
Customer Satisfaction (CSI): To take responsibility to achieve the highest possible customer satisfaction levels in excess of the manufacturer national average by building trust, communicating well and exceeding customer expectations. To provide a quality of service that means customers would not consider using our competitors.
Maximising Profit Per Customer Visit:
Product Promotion: Actively and professionally promote all ancillary products to achieve targets set by your manager every day.
Maximise Profit Opportunity: Actively promote and fully explain the value of additional work to customers to ensure you maximise the profit generated from the service while maintaining the bond of trust.
Data Quality: Accurately and consistently collect, input, and manage all customer contact and vehicle data into the Kerridge system to maximise the quality and content of the customer database.
Customer Follow-up: Maintain contact with and follow up every customer of the department to ensure they were completely satisfied, their expectations were met, any issues are addressed, and their custom retained.