Job Description

Main Purpose of Job

Supporting the Service or Aftersales Manager in coordinating all service processes and ensuring an exceptional customer experience. You will be key in maintaining high customer service standards, adhering to brand service requirements, and meeting customer satisfaction indicators. This position offers a development pathway towards a Trainee Manager role, where you will gain exposure to departmental leadership, performance improvement, and team development.

Pathway to Trainee Aftersales Manager

The successful candidate will embark on a development pathway, including participation in Management Training courses, designed to equip them with the necessary skills and knowledge for future leadership within the Aftersales department. This includes opportunities for coaching, mentoring, and assuming increasing levels of responsibility to prepare for the Trainee Manager role.

About The Role

Senior Service Advisor Responsibilities:

Warmly and professionally welcome all customers at Service reception, qualifying their needs, agreeing service instructions, and booking vehicles into the workshop. Respond to telephone enquiries regarding service and repair, accurately booking vehicles for required work. Establish customer 'drop off and collection' requirements or arrange alternative transport as needed. Provide clear and accurate quotations for customers. Review vehicle and customer history to identify potential additional work requirements (e.g., recalls, items noted at last service). Gather all appropriate customer information (address, email, telephone) for marketing purposes. Input information into our CRM; Kerridge, to produce job cards and other relevant documents, initiating appropriate parts ordering. Establish customer account status or method of payment, agreeing terms and authority limits. Communicate customer requirements to the workshop in a legible and clear manner. Ensure thorough vehicle health checks are carried out on every vehicle. Conduct thorough vehicle inspections with the customer before and after service work. Liaise with customers regarding additional work, obtaining necessary authorisation to proceed. Monitor work progress to ensure vehicles are ready at the agreed time, contacting customers to confirm collection readiness. Maintain all customer record files and job cards daily for accurate analysis of service activity and business development. Hand over vehicles to customers, providing a full explanation of work carried out and invoicing. Create invoices for completed work and obtain payment in line with Company procedures and FCA regulations. Promote the sale of service plans and additional products to customers. Handle customer problems, complaints, and difficult situations professionally, resolving issues to mutual satisfaction where possible, including offering goodwill payments as agreed by the Manager. Ensure accurate completion of all documentation by self and customer. Develop and maintain comprehensive product knowledge of all vehicles. Understand and comply with all relevant legislation, including health and safety and FCA regulations. Maximise the potential for up-selling during service customer communications. Ensure prompt customer follow-up (email/phone calls) to maintain customer satisfaction and manufacturing standards. Proactively carry out service prospecting and action agreed management plans.

Senior Role & Trainee Manager Responsibilities:

Act as a supervisory lead within the Service department, stepping up as acting Manager in the Service/Aftersales Manager's absence. Actively contribute to increasing retail hours sold. Control reports and oversee cleansing of the VHC system. Produce VHC reports and efficiency reports upon Manager's request. Monitor department performance against budget, identifying any shortfalls and implementing corrective actions. Drive continuous improvements to processes to ensure an exceptional level of customer service is always delivered.
Please note that the job description is a guideline and does not aim to detail every possible task and expectation. This job description may be subject to change and periodic review.

Donnelly Group is an equal opportunities employer.

The company reserves the right to expand the short listing criteria to facilitate the short listing process.

Required Criteria

Exceptional communication skills with internal and external customers, suppliers, and manufacturers. Strong problem-solving ability to identify and resolve dissatisfied customer issues in a professional and empathetic manner Proven leadership potential with the ability to influence and guide a team. Strong attention to detail in all administrative functions. Ability to work independently in a busy, active environment, effectively managing time and workflow. Consistently present a professional image to both internal and external customers through attitude, behaviour, and personal appearance. Ability to build strong interdepartmental relationships, working together to meet other departments' requirements. Ability to prioritise and organise customer appointments effectively. Ambitious and target-driven with a desire to exceed performance metrics. Confident in handling and resolving customer issues, including escalations. Innovative mindset, willing to explore new methods of driving performance. Minimum of two years experience in a customer facing environment. Right to work in the U.K Full driving license.

Desired Criteria

Experience in the automotive industry.

Skills Needed

Customer Relationship Management, Customer Service, Data Entry and Basic Computer Skills, Working Under Pressure, Time Management

About The Company

The Donnelly Group has been synonymous with the motor industry in Northern Ireland since 1947 when Peter Donnelly started a vehicle repair and taxi business in Caledon on the border of Co Tyrone and Armagh.


Since then the Donnelly Group has become the largest family-owned automotive company in Northern Ireland.


We offer competitive salaries, industry-leading work-life balance, generous holiday allowance, continuous training and development, wide-ranging benefits, and an opportunity to give volunteering time back to the communities within which we serve through the Donnelly Group Foundation.

Company Culture

Our teams across all our branches get involved with fundraising for our nominated charity partner, through football tournaments, Donnelly Group bake-off events, dragon boat racing, abseiling, cycling events as well as having a 'Foundation Day'; a paid day off, to get involved with community projects. We like to feel that we work hard and play hard.

Company Benefits

Vacation, Paid time off, Performance bonuses, Paid sick days, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Free parking, Cycle to work, Referral bonus, Competitive salary, Life insurance, Family and friends rates, Long service recognition, Employee Assistance Scheme, Perks Card, Wellbeing Scheme, Work With Charities, Social Opportunities, On the job learning, Progression opportunities, Access to Health & Wellbeing app, Long service awards, Service recognition increases to annual leave, Company employee App

Salary

Not disclosed