Service Advisor Role

We have a fantastic opportunity for the right individual to develop a career within an industry with one of the highest global marketing spends and at a company representing the world’s largest automotive brand.

The Steven Eagell Group is an award-winning employer and Europe’s largest Lexus and Toyota retailer, with 32 locations across the South East, East of England and West Midlands. Our foremost objective is to offer complete satisfaction to every one of our valued customers.

We are currently expanding our business and are now offering an exciting opportunity to join the team, as Service Advisor at our Hatfield branch. We will provide excellent training and genuine career progression opportunities in return.

Does this sound like you?

• Proven high level of customer service skills.
• Enjoys working with people.
• Good communication skills.
• Strong organisational and prioritisation skills.
• Able to take initiative and ownership of issues with a proactive can-do attitude.
• Able to multi-task and switch between tasks.
• A team player who offers help and support to others.
• Willingness to learn and keep up-to-date with product and technical information.
• Thrives in a high-pressured environment.

Highlights of this role include;

• Ensuring that we provide the highest level of after sales customer care and satisfaction at all times, giving the customer the best possible experience.
• Talks and listens to customers to build rapport and understand their service/repair requirements
• Uses a good understanding of the customer’s needs to guide them towards the product/service that will best meet their needs
• Provides accurate estimates for servicing and repairs, ensuring that the customer is fully aware of the likely costs and timescales involved and setting expectations accordingly
• Introduces the customer to the appropriate technician to discuss details of the work that is required, where this will add value for both the customer and the dealership
• Schedules work to meet customer requirements, taking into account workshop/bodyshop utilisation targets, job complexity and parts availability.
• Encourages the sale of genuine parts and accessories whenever possible, acting on opportunities to sell additional products/services and market current promotions
• Works with colleagues and other teams across the centre to provide a seamless service to customers (e.g. by informally observing and responding to the needs of customers who are not being attended to by other members of staff)
• Ensures opportunities for sales by other teams are followed up by the most appropriate specialist
• Ensures that each service or repair is followed up with a personal call to check the customer is happy with the service provided

If so, then read on for more detailed role information!

Key role Competencies

Customer & Service Orientation

• Creates a premium customer experience. Identifies and anticipates customer expectations and needs.
• Assures that customer issues are resolved and focuses on customer satisfaction.

Problem Solving

• Analyses and evaluates key data quickly and, with the relevant details, applies logics and common sense.
• Makes decisions, commits to actions and takes over responsibilities with calculated risks.

Communication with Impact

• Communicates clearly, eloquently and finds the right balance between talking and listening.
• Finds persuasive arguments and negotiates professionally with fairness and respect.

Brand identification

• Identifies with and acts in accordance with the Toyota brand and values.
• Acts as an ambassador for Toyota and the Steven Eagell Group and is passionate about the products and company.

Relationship Building & Team Orientation

• Easily builds up relationships, is empathic and self-confident.
• Approaches others with commitment, openness and a friendly attitude
• Facilitates interaction between team members and appreciates teamwork.
• Looks for ways to enhance collaboration and balances the interests and concerns of team members.

Flexibility and Desire to Learn

• Adapts quickly to unknown situations and willingly improves his/her own skills and competence.
• Shows an openness to change, innovates processes, and strives for new ideas.

Privacy Notice:

At the Steven Eagell Group we take your privacy very seriously and will only use your personal information to administer the job application you submit to us. By submitting your contact data to us, you consent to us processing your personal data, in accordance with our Data Privacy Notice, and contacting you via these methods. You may optout at any time by emailing jobs@steveneagell.co.uk. If you don’t hear back from us within 2 weeks, please assume that your application has been unsuccessful. Thank you for your interest.