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:
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Key Interactions |
Primary
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Others
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Customer Centric Competencies |
Teamwork: You will be comfortable working with others, open in your dealings and interactions with colleagues. You contribute to team cohesion and call on others for help when needed.
Influencing and Selling: Your style influences others effectively and you enjoy situations involving selling. You have a consultative style but are strong in negotiations with others, assertive when required and often win others over to your perspective.
Customer Orientation: You are focused on providing excellent service to customers and meeting their needs. You enjoy listening and engaging with other people, often demonstrated by being interested in helping them achieve their goals.
Creativity: Continually generating innovative solutions to problems and your natural curiosity and willingness to adopt new ideas supports this and you enjoy putting them into practice, rather than relying on established approaches.
Stress Tolerance: You are able to cope with high levels of stress; remaining composed in emotionally charged situations and remaining calm in a crisis, but when given you accept critical feedback positively.
Drive and Motivation: You are motivated by challenging, quantifiable targets. Ambitious and focused on delivering clearly defined objectives, you draw satisfaction from achieving your goals and delivering excellent customer experience.
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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
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
Private Health Plan ( Simply Health)
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 manufacturer
We were established as, and to this day (4 generations later) remains very much a family operated business. You can therefore trust us to work as hard as we can to uphold the values that underpin all that we do. Our difference comes from the personalised service we offer to all our customers, which serves to enhance their experience and get to the core of their specific motoring needs. It's therefore no surprise to see that a high percentage of our business is made up of repeat customers or customer referral.