Service Advisor - Ferrari London Service Centre

Job Details

Location: Premier Park

Salary: To be discussed at Interview

Closing Date: 31 December 2017

Added: 02 November 2017

Job Description

  • To manage all service telephone and walk-in enquires on behalf of the franchise centre in a customer centric and courteous manner.
  • Meet and greet customers for booking in and estimating purposes, and when cars are collected
  • Qualify service needs and diagnose vehicle running problems where appropriate. Establish understanding and an agreement with the customer of the work to be carried out by providing accurate quotations in line with Manufacturer and company standards.
  • Calculate workshop capacity ensuring all details are entered on the service workshop loading and ensure parts department is aware of customer requirements.
  • Ensure adequate insurance and all prerequisites are in force for all loan vehicles and ensure accurate completion of loan vehicle agreement including customer signature. Ensuring in addition all loan vehicles are presented in a clean tidy and defect free manner.
  • Manage the handover and administration of customer’s service vehicles. Explaining the works carried out on the vehicle ensuring customers fully understand and authorize.
  • Manage any necessary liaison with department manager regarding customer dissatisfaction in a prompt manner. Follow up in line with Company and manufacturer procedures. Continuation of total customer focus and brand customer satisfaction measures.
  • Understand and adhere to company/franchise service requirements and standards.
  • Monitor progress in workshop to ensure promised delivery times are achieved. Keeping in regular communication with the customer to meet their needs and advise of any delays as soon as possible.
  • Maintain and improve personal Product and Technical knowledge through information bulletins, magazines and attending training courses as agreed with the Aftersales/Service Manager.
  • Take responsibility for customer’s vehicles, keys and workshop parking. 
  • Present completed vehicles to the customer ensuring they are clean and presentable, advising future service or repair priorities and ensure customer satisfaction with work carried out. 
  • Complete customer service books and service follow-up stickers as required.  
  • Prepare and present invoices for payment by the customer, providing explanation of charges in full where required. Ensure that vehicles are not released without prior payment from customers unless they have a credit account facility.
  • Handle payments made by customers following company policy and procedures. 
  • Make full use of the Dealer Management system with your own password code for that and all other applications used by the company or manufacturer. 
  • Adhere to all company and general Health and Safety policies.
  • To prepare and complete F & I documents accurately and honestly in accordance with legal requirements (in particular as laid down by the Consumer Credit Act 1974, 2006 and 2015 and by the relevant Insurance Code of Business (ICOB’s) detailed by the Financial Conduct Authority (FCA)
  • To comply with the FCA regulations and maintain regulated status in the advice of finance and insurance products.
  • To understand your role as FCA compliant including knowing the 7 FCA Approved Persons Principles.

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