Service Advisor Reading Reference Number - 0123445567567
Location Reading
Working Hours Mon – Fri,0800 – 1730 hrs, 45 hours per week. 1 in 5 Saturdays.
Benefits Please see the benefits section in the job description where you can find lots of information about all of the available benefits for this role!
Experience and Qualifications
Closing Date 31/03/2024

Service Advisor

Your Role

This role is about controlling and maximise service and repair bookings.Exceeding customer's requirements in a courteous and efficient manner to ensure that all resources required in completing the work are available on schedule.

Approaching the role with a commercial mind and actively selling after sales services in a customer-orientated manner (i.e.: service contracts), ensuring the workshop is working to full capacity by effectively scheduling customer orders.

Taking responsibility for managing the customer service journey (service advisor process), updating customers on repair times and status, estimates and gaining approval for additional work.

Day to day, you will:

  • Respond to telephone and walk-in enquiries promptly and greet the customer in a friendly and professional manner.
  • Take bookings for service and repair work either through personal contact with the customer, telephone or inspection schedules obtaining all necessary details:
    • Customer contact details
    • Nature of work
    • GDPR preferences
  • Updating or creating a new customer record as appropriate
  • Book vehicles into workshop and utilise the Rygor 1 day for defect and 5 day for service, lead time policy.
  • Use workshop loading tool to schedule and ensure maximum workshop utilisation and profitability through scheduled maintenance, repair, Service 24h and vehicle re-book work, ensuring that work is capable of completion in line with customer’s requirements.
  • Use workshop loading tool to keep customers updated.
  • Manage the cash account and ensure cash payments are taken before releasing vehicles.
  • Customers to be offered an estimate for work booked using package pricing SPPS/ESS/ASRA.
  • Ensure all customers are made aware of MobiloVan and any customer mobility requirements are arranged if required. Maintain appropriate schedules for courtesy vehicles and collection and delivery drivers.
  • Raise quality, accurate job packs for each vehicle, ensuring that all required supporting documentation/checks have been completed and recorded.
  • Advise all customers of the benefits of service care.
  • Confirm customer payment terms/account.
  • Arrange all sub-contract work and assign.
  • Carry out a pre-visit contact to customer, confirming booking and document.
  • Carry out post event contacts to customer, confirming all went well on their visit and document.
  • Produce a daily appointment diary and distribute to the Parts Supervisor, Workshop Manager/Controller and all Service Advisors.
  • Promote the benefits of Rygor, including 24hr and extended opening (as appropriate)
  • Liaise effectively with all the service advisors, parts staff and Workshop Manager/Controller.
  • Support the administration team with invoicing and dealing with retail sales, as required.

This role will be a great fit for you if you have:

  • Practical experience in an After Sales environment.
  • Ability to verbally communicate clearly and succinctly via telephone, utilising the Rygor telephone guidelines policy.
  • Ability to use all appropriate modules of Kerridge Autoline, particularly workshop loading and point of sale.
  • Ability to identify and differentiate between the various Mercedes-Benz Van and Truck models and lines.
  • Ability to use MB systems to accurately estimate times for diagnosis and repair.
  • Good basic administrative knowledge.
  • Demonstrative numeracy and literacy skills.
  • Should possess good customer relations skills, to adapt to customers individual requirements, whilst safeguarding company interests.
  • Should possess a calm and even temperament.
  • Ability to work effectively within a team environment.
  • Ability to handle pressure, without it affecting working relationships and effectiveness.
  • Should possess excellent listening skills.
  • Should possess strong self organisational skills and time management skills to meet customer and company deadlines
  • Ability to work positively with manufacturer representatives.

Competencies required for the job:

REWARDING

  • You’re a great team player who recognises the success of others
  • You want to add value and be recognised for what you bring to the team
  • You want to achieve your own goals and those of the department

RELIABLE

  • You can be depended on by your manager and the rest of the team
  • Attention to detail
  • Process driven
  • Time management and ability to work to deadlines
  • Kerridge/Keyloop usage experience desirable, but not essential
  • IT skills
  • Ability to adapt and work in high pressured situations
  • Brilliant administration skills

RESPECTFUL

  • Good customer service skills
  • Exceptional communication skills
  • Positive attitude and a drive to succeed
  • Ability to work effectively within a team environment
  • You treat your colleagues and customers with kindness and respect

Research shows that some people are less likely to apply for a role unless they are 100% qualified. As long as you are industry level qualified for the role, we encourage you to apply, even if you don’t feel like you meet all our requirements. We want to know about your passions, achievements, learning and growth. If this role excites you, start a conversation with us!

Benefits for you

  • Working for an official Great Place to Work™️ and UK Best Workplace.
  • Working for a Best UK Workplace for Wellbeing.
  • Working with our award-winning team – we have been named 'Service Provider of the Year' at the WhatVan? Awards 2022 and winners at the IOIC Employee Engagement Awards.
  • Access to 100s of employee perks on Perkbox.
  • Auto-enrolment pension.
  • A day off for your Birthday.
  • Enhanced Maternity and Paternity policies.
  • Access to our wellness programme and Employee Assistance Programmes, including WeCare from Canada Life (EAP with 24HR Online GP access and second Medical Opinion).
  • Mental Health First Aiders.
  • Reward and recognition programmes, including our annual setting standards awards.
  • Annual appraisals programme and progression opportunities.
  • Manufacturer training and access to our in-house training hub.
  • Long service recognition.
  • Branded uniform (front of house staff).
  • Death in service benefit.
  • Ongoing investment in company facilities and working environments.

About Rygor

We are an award-winning multi-franchise Dealer group, with branches across England, offering extensive coverage for customers throughout the M5, M4 and M42 corridors.

Our business has developed and gone from strength to strength in recent years. We have invested in extensive renovations of our sites across the country and continue to open new sites too; including a brand-new branch in Reading, which opened in December 2022.

We have multiple industry and network awards under our belt and provide exceptional customer service, which Sets Standards. What’s more, we are officially a Great Place to Work™️, meaning we really do have a great company culture which embodies our values of Rewarding, Reliable and Respectful.

Diversity, Equity, Inclusion and Belonging (DEIB)

At Rygor, we're committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are an award-winning community of professionals from all walks of life, and we believe our unique qualities should be celebrated. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise.

Our Values & Behaviours

We’re looking for incredible team members who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Rewarding

I am grateful. I am courageous. I am curious.

We love to say “thank you” to our team members, and we promise to let you know when you have done a great job. We will make sure you feel rewarded and valued, every step of the way. We all value our customers and go the extra mile to set standards for them – every single time they visit. You are a natural helper and have exemplary manners, you enjoy saying a simple “thanks” to your colleagues.

Reliable

I am honest. I am attentive. I am trustworthy.

Our customers can depend on us to keep their vehicles on the road with exceptional service, and our team members can trust us to set standards for them through open and honest communication, training and support, and personal and professional development. You are dedicated to achieving high quality standards via being process driven and a critical thinker.

Respectful

I am inclusive. I am resilient. I am kind.

We are considerate and kind to our team, the definition of being a true team-player. We promote the importance of equality and diversity, the wellbeing of our team members, and we are respectful in the way we speak and act towards others. You respect and adhere to safe working practices and have good interpersonal and organisational skills.

Hiring Process

  • We shortlist CVs online, so make sure to include information about yourself that makes you stand out
  • A short screening call with our hiring manager or a member of our people team
  • Come to site and meet the team, have a tour, and let’s have a chat so we can get to know each other better
  • If your application is successful, we’ll be excited to make you an offer

Support - If you need to make reasonable adjustments to our process, please let us know so we can talk about how we can best support you and make the adjustments that may be needed.

Apply Now

Apply for the Role Below
About You * Required Information
    Additional Information
    Cancel
    Shortlist
    Sorted by Price: Lowest to Highest
      No Saved Vehicles
    Compare Vehicles
    + Add Vehicle from your shortlist