Job Description

Role:

Customer Service Advisor

Location:

Marshall Jaguar Land Rover Cambridge

Hours

: 45 hours, Monday to Friday including Saturday mornings on a rota basis

Salary

: 31,324 plus Uncapped bonus scheme based on upsells, customer satisfaction score and performance

Benefits:

25 days annual leave plus bank holidays, life assurance, pension scheme, wellbeing support, employee discount for servicing and popular retailers, as well as a purchase discount scheme

Essential Experience

To be considered for this role,

previous experience within the motor trade

is required. We are seeking candidates who are familiar with the industry and its processes to ensure a smooth transition into the position.

Who we are

Marshall Motor Group was established in 1909 by David Gregory Marshall, in a small lock-up garage in Brunswick Gardens, Cambridge and we are now the UK's 7th largest motor retail group (AM100 11/24).

We operate 130+ car, van, truck and bike franchise stores across the UK.

Our vision is to be the UK's premier automotive retail group as recognised by our colleagues, customers and business partners. To achieve our vision we will create a people centric culture, as well as operate as retailers who deliver retailing excellence and are regarded as an employer of choice.

We are part of the Constellation Automotive Group which is the largest vertically integrated digital used car marketplace in Europe giving you peace of mind and transparency that you are dealing directly with a trusted company.

The role

As a Service Advisor, you play a vital role in the store, being the point of contact between the customers and our workshop. You will be based front of house in the showroom, so need to be passionate about helping customers. Full training is provided, so you don't need to have worked in a car dealership before. Your first couple of weeks will include our Marshall Customer Journey induction programme, shadowing opportunities and a buddy system, all designed to help you settle into your new role.

Who you are

Previous customer service experience is essential You will be passionate about the customer journey and giving a great customer experience You are comfortable working to deadlines and managing customer expectations with regular communication and updates You will have strong attention to detail and organised as you will manage your own customer base and workload Feel confident supporting with complex customer issues professionally and leaning on management for guidance where necessary Tech savvy, ideally having used CRM systems in the past

What you'll do

Establish and manage the customer relationship ahead of their booking, greeting them on arrival Supporting the customer's experience through their Marshall journey in a positive and proactive manner Act as an advocate for the business and the customer as the subject matter expert, supporting their decision making to achieve desirable outcomes Complete all administration duties linked to the customer in an accurate and sympathetic manner Proactively supporting the customer with future requirements Working as part of a team to drive outstanding customer service and retention
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.

#INDFF

Job Type: Full-time

Pay: 31,324.00-35,500.00 per year

Additional pay:

Bonus scheme Performance bonus
Benefits:

Company pension Cycle to work scheme Employee discount Free flu jabs Health & wellbeing programme Life insurance Referral programme
Schedule:

Monday to Friday Weekend availability
Ability to commute/relocate:

Cambridge, CB5 8SQ: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have any unspent criminal convictions? How many years of experience do you have as a Service Advisor in the motor trade?
Licence/Certification:

Driving Licence (required)
Work Location: In person

Reference ID: REQ12435