Service Advisor - Jaguar Land Rover

Job Summary

ICATS British Motors Inc. is seeking a customer-focused and highly organized Service Advisor to serve as the primary liaison between customers and the service department. The Service Advisor is responsible for planning and coordinating service activities to meet customer requirements while maximizing workshop utilization, efficiency, and profitability. This role plays a key part in delivering an exceptional customer experience aligned with Jaguar Land Rover (JLR) standards.

Key Responsibilities

Customer Relationship Management

• Deliver outstanding customer service and embody JLR Customer First Behaviors in all customer and colleague interactions.
• Provide a warm, professional welcome and build rapport with customers.
• Identify and understand customer needs, including situations involving vehicle breakdowns or accidents.
• Educate customers on available products and services, including eVHC Health Checks and service programs.
• Recommend suitable service solutions based on customer requirements.

Service Reception and Work Coordination

• Coordinate with the Workshop Controller to obtain repair estimates and schedule work efficiently.
• Book vehicles into the workshop while considering workshop capacity, job complexity, and parts availability.
• Arrange vehicle delivery, collection, and courtesy vehicle requirements.
• Conduct necessary inspections and documentation prior to releasing loan vehicles.
• Identify opportunities to promote additional repair work, products, and services.

Service Administration and Compliance

• Follow the JLR Service Experience Framework (SEF) and all dealership procedures.
• Prepare and provide service estimates in accordance with company policies.
• Maintain accurate customer records, repair orders, and follow-up systems.
• Manage warranty documentation in compliance with manufacturer and dealership standards.
• Verify payment methods before work commencement.
• Ensure all completed work is properly recorded and billed.
• Maintain accurate document control, cash handling, and credit transaction records.
• Update and manage the workshop loading system accurately.

Customer Updates and Vehicle Handover

• Provide customers with regular updates regarding repair progress, costs, and timelines.
• Coordinate communication between customers and workshop personnel.
• Obtain approval for additional repair work when necessary.
• Explain completed work, invoices, and eVHC reports upon vehicle collection.
• Verify customer understanding and satisfaction before vehicle release.
• Inspect courtesy vehicles upon return.

Teamwork and Continuous Improvement

• Support the Service Manager and service team in achieving departmental objectives.
• Collaborate with colleagues across all dealership departments to deliver a seamless customer experience.
• Assist in resolving customer concerns and complaints professionally.
• Follow JLR operating guidelines, legal requirements, environmental standards, and health and safety regulations.
• Maintain a professional appearance and uphold dealership standards at all times.
• Participate in training and development activities to enhance performance and technical knowledge.
• Ensure work areas, customer vehicles, and equipment are maintained in a clean, organized, and safe condition.

Qualifications

• Bachelor's degree in Business Administration, Automotive Technology, or a related field is preferred.
• Previous experience as a Service Advisor, Customer Service Representative, or related automotive service role.
• Excellent communication, interpersonal, and customer service skills.
• Strong organizational and multitasking abilities.
• Proficiency in MS Office and dealership management systems.
• Ability to work effectively in a fast-paced environment.
• Knowledge of automotive service processes and warranty procedures is an advantage.
• Experience in a premium automotive dealership is preferred.

Key Success Indicators

• Achievement of sales volume and profitability targets.
• High customer satisfaction scores and positive customer feedback.
• 100% compliance with warranty documentation requirements.
• Accurate workshop loading and scheduling records.
• Consistent adherence to dealership and JLR service processes.
• Reduction in customer complaints and effective resolution of concerns.
• Achievement of personal training and development objectives.

Why Join ICATS British Motors Inc.?

• Opportunity to work with a prestigious premium automotive brand.
• Professional growth and continuous training opportunities.
• Supportive and collaborative work environment.
• Competitive compensation and benefits package.

Apply today and become part of a team dedicated to delivering exceptional automotive service and customer experiences.