Service Advisor - Jaguar Land Rover

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future.

Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures.

JOB PURPOSE

Plans and coordinates service activity to meet customer requirements and to maximise utilisation and profitability of the service department.

KEY RESPONSIBILITIES

Builds rapport and qualifies the customer’s requirements

• Demonstrates the JLR Customer First Behaviours in all interactions with customers and colleagues
• Strives to deliver outstanding customer service
• Provides a warm welcome to customers and asks questions to build rapport and understand the customer’s requirements, especially in distress situations (e.g. following an accident)
• Ensures customers are aware of all available products and services ( eVHC Health Checks)
• Applies understanding of the customer’s needs to guide them towards the product or service that will best meet their needs

Agrees details of the work to be carried out

• Liaises with the Workshop Controller to obtain estimates and schedule work
• Books vehicles in to the workshop, taking into account workshop utilisation targets, job complexity and availability of parts and materials
• Agrees vehicle delivery/collection or courtesy car arrangements and completes all required checks before handing over the loan car to the customer
• Seeks and acts on opportunities to sell additional products, services and repair work

Adheres to JLR procedures for repairs and services

• Ensure (SEF) Service Experience Framework is followed
• Provides estimates according to company policy
• Initiates and maintains accurate job and customer records and follow up systems
• Keeps records of warranty work in accordance with manufacturer and Dealership requirements
• Verifies payment method in advance of work starting
• Ensures all work is carried out and charged for
• Accurately maintains document control systems
• Accurately maintains cash/credit accounting to ensure security of all payments  
• Inputs information into the workshop loading system

Updates the customer on progress and checks customer satisfaction on completion

• Communicates regularly with customer to update on workshop progress, agreeing any additional spend and managing expectations regarding costs and timings
• Liaises between the customer and the workshop (e.g. to seek authority to complete additional work)
• Fully explains invoices/eVHC to the customer on completion of the work and checks understanding
• Checks courtesy cars on return

Works as a full member of the Dealership team

• Supports the Service Manager and team to meet objectives
• Works with colleagues across the Dealership to deliver improvements and provide a seamless service to customers
• Works with colleagues across the Dealership to investigate and resolve customer complaints
• Understands and follows relevant aspects of JLR operating guidelines
• Ensures sales opportunities are followed up by the most appropriate colleague
• Maintains a professional manner and high standards of personal presentation at all times

• Uses feedback to improve own skills and performance
• Adheres to legal, environmental and health and safety requirements while ensuring the safety and security of people, vehicles and property at all times, reporting any known faults or hazards
• Ensures own work area, vehicles and clothing are kept clean, tidy and in a safe condition in order to uphold JLR and dealer standards 

KEY SUCCESS CRITERIA

• Sales volume and profitability targets
• Customer satisfaction targets (e.g. CLP, mystery shop)
• Warranty work documented (100%) Fully understand the warranty policy and procedures
• Workshop loading system accuracy (100%)
• Process delivery and compliance (e.g. customer wait times, Service reception area)
• Levels of customer complaints  
• Personal training and development targets

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.