Lexus Service Advisor

Working within the team at our busy Lexus Centre, the successful candidate will be required to learn all aspects of the service reception. This role is very customer focused dealing with customers who visit the service department when they require work to be carried out on their vehicle, this may be for routine maintenance such as a service or MOT or due to the vehicle breaking down. The service department will deal with the booking of the vehicle and any repairs that are required; acting as the main point of contact for the customer during this process.

As a Service Advisor you will be required to welcome customers to the centre, complete telephone bookings, answer customer queries, administration duties and support the rest of the service team. You will need to be a proficient communicator who is happy dealing with people face to face and also by telephone.

The Person: - Does this sound like you?

- Connect personally with customers following service or repairs to ensure total resolution and customer satisfaction

- 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.

Duties

- 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 being done.

- Schedule work to meet customer requirements, liaising with technicians and Bodyshop 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.

- You will have Key interactions with the following:

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

Customer Centric Competencies

- Teamwork

- Influencing and Selling

- Improve customer Experience

- Innovative

- Problem solving

- Stress Tolerance

- Drive and Motivation

Experience:

- 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

- Driving Licence (preferred)

BENEFITS

- 30 days annual leave including bank holidays, increasing on tenure

- Loyalty & Long Service Awards

- Life Insurance (after qualifying period)

- Car Leasing Scheme (after qualifying period)

- Eyecare Vouchers

- Discounts on car purchases / repairs / parts

- Employee Assistance Programme

- Ongoing training, both in-house and with the manufacture