Midlands Truck & Van
Midlands Truck & Van

Van Service Advisor - Wolverhampton

Join our team as a Van Service Advisor

We are looking for a customer-focused and organised Van Service Advisor to join our busy aftersales team at our Wolverhampton dealership. As a key point of contact for our van customers, you’ll play an important role in making sure every vehicle receives the right support, from booking in and managing repairs through to keeping customers informed throughout their vehicle’s time with us.

As part of Midlands Truck & Van, an approved Mercedes-Benz Commercial Vehicle Dealer, you’ll be joining an experienced team committed to delivering a first-class customer experience and keeping our customers’ businesses moving.

The key purpose of the role is to meet and exceed customer expectations and maximise workshop profitability.

To receive customers and their vehicles in a friendly and professional manner, discuss and confirm their requirements and take responsibility for the vehicle and the customer during it’s time at the dealership

Take ownership of customer issues and to liaise with relevant parties to form and present a satisfactory resolution for both the business and customer

Ensure that the requested work is completed on time and to the expected standards according to established guidelines

To keep customers fully and regularly informed of changes to costs and expected completion times/dates ensuring that all job extensions are authorised

Form and build customer relationships fostering trust and long term loyalty

Validate & update DMS marketing records for existing customers or create record for new customers

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.

To ensure that any customer mobility requirements are arranged if required and maintain appropriate schedules for courtesy vehicles and collection and delivery drivers

Raise job packs for vehicles, ensuring that all required supporting documentation/checks have been completed and recorded

Develop and sell other (additional) services and products that would help the customer

Practical experience in an After Sales environment

Ability to verbally communicate clearly via telephone and face to face

Should possess good customer relations skill to adapt to customers individual requirements whilst safeguarding company interests

Ability to work effectively within a team environment

Ability to handle pressure without it affecting working relationships and effectiveness

Should possess strong self organisational skills, excellent listening skills and good administrational knowledge

Ability to use MB systems to estimate accurately times for diagnosis and repair

Ability to convey information accurately between source and third party

Ability to work positively with manufacturer representatives

Required competencies

  • Customer Orientation - Focuses on the needs of the customer in the execution of the role and works to deliver customer satisfaction.
  • Flexibility - Prompts and responds to different ways of working in the face of changing situations.
  • Interpersonal Sensitivity - Aware of impact of own behaviour on others and modifies style to achieve results through good working relationships.
  • Resilience - Maintains stability of performance despite pressure.
  • Team Working - Contributes positively to a team in order to achieve common business objectives.

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Head Office: Midlands Truck & Van, 2 Cornwall Road, Cornwall Industrial Estate, Smethwick, Birmingham, B66 2JT

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