After Sales Advisor

To manage customer complaints and queries regarding purchased vehicles in a professional and compliant manner, efficiently dealing with customer concerns with a positive approach.

Duties/Responsibilities

• Manage customer complaints by letter, phone and in person with the best interests of the company at all times
• Managing a high number of inbound and outbound calls per day
• Ensuring deadlines and targets are achieved whilst maintaining a high quality of service
• Meeting and greet customers with a presentable appearance and professional attitude when on controller duties
• Booking vehicles in and advising on duration of repairs. Gaining authority for any additional work / repairs that may need carrying out
• Negotiate diagnostics and authorise repairs / parts prices for all vehicles with department Management authorisation
• Delegate repairs and use outside contractors such as Halfords auto centres, main-dealers, exhaust, tyre and MOT centres and any other recommended repair specialist with Management authorisation
• Arrange refunds of repairs direct to customers
• To negotiate and authorise refunds of insurance products and guarantee's direct to customers
• Carrying out all administrative work related to After Sales duties including courtesy car agreements, trade order repair estimates, printing and vehicle repair reports
• Complying with FSA rules and regulations

Health & Safety Responsibilities

• It is each employee's responsibility to ensure that the environment in which they work in is safe for them and others.
• This includes reporting all accidents and near misses to management.
• Reporting any potential issues which could cause harm.
• Behave in a manner which acts in line with the standards set out in the Health and Safety Manual and Employee's Handbook.

Knowledge, Skills and Experience

Essential

• Full and valid driving licence
• Excellent communication skills
• Confidence, enthusiasm & pro-activeness
• Computer literate
• High energy level & resilience

Desireable

• Understanding of the Retail Motor Industry Federation
• Understanding of the Financial Services Authority
• Previous After Sales experience