Customer Service Apprentice
£18,000.00 - £23,500.00 - Annually
Why We Need YouPosted:
The Customer Service Advisor will be responsible for setting customer expectations and keeping the customer updated throughout the service or repair of their vehicle. It is also their responsibility to sell additional products, take payments, and follow-up with the customer to ensure they are happy with the work completed. They will also provide support with additional ad-hoc duties as required.
As with all positions within dealerships, Customer Service Advisors are expected to uphold the highest ethical standards.
All Customer Service Advisor (Apprentices) will undertake a 15-month apprenticeship, which will be delivered by Lifetime Training and centrally managed by the Vertu Talent Team. This Apprenticeship programme has been built around a robust development pathway, creating a talent pipeline of colleagues who will support the business in Service Advisor role.
Customer Satisfaction (CSI): To take responsibility to achieve the highest possible customer satisfaction levels in excess of the manufacturer national average by building trust, communicating well and exceeding customer expectations. To provide a quality of service that means customers would not consider using our competitors.
Maximising Profit Per Customer Visit:
Product Promotion: Actively and professionally promote all ancillary products to achieve targets set by your manager every day.
Maximise Profit Opportunity: Actively promote and fully explain the value of additional work to customers to ensure you maximise the profit generated from the service while maintaining the bond of trust.
Data Quality: Accurately and consistently collect, input, and manage all customer contact and vehicle data into the Kerridge system to maximise the quality and content of the customer database.
Customer Follow-up: Maintain contact with and follow up every customer of the department to ensure they were completely satisfied
Established from a single motor retail dealership in Bristol Street, Birmingham nearly 100 years ago, Bristol Street Motors has grown to become a national brand recognised for its honesty, integrity and quality of customer service. Over this time Bristol Street Motors has earned its reputation as trusted dealers of new cars and used cars, as well as supplying a great selection of practical vans across their local dealerships in England.
Acquired by Vertu Motors in 2007, Bristol Street Motors has gone from strength to strength, retaining its place as one of the largest motor retailers in England and building on its reputation as one of the Country’s most trusted new and used car dealership groups. As well as being one of the country’s most reputable car dealerships, the servicing and aftersales available is second to none; including body repairs, accident management, and MOTs among other services.
Now the largest Hyundai dealer in the UK and the third largest single UK Ford dealer, Bristol Street Motors represents global motor manufacturers across England. Manufacturers include Alfa Romeo, Jeep, Citroen, Dacia, Fiat, Ford, Hyundai, Mazda, Nissan, Peugeot, Renault, SEAT, SKODA, Vauxhall and Volvo.
Providing new and quality assured second hand car sales, servicing and aftersales, Bristol Street Motors has a specially trained and expert team to ensure customers are given the highest standards of customer service at every stage of their purchase and aftercare.
Bristol Street Motors is operated by Bristol Street Fourth Investments Limited (Citroen, Dacia, Renault, Hyundai, Nissan Peugeot, SEAT and SKODA), Bristol Street First Investments Limited (Ford), Vertu Motors (VMC) Limited and Vertu Motors (Chingford) Limited (both Vauxhall) and Grantham Motor Company Limited (Alfa Romeo, Fiat, Chrysler Jeep, Mazda and Volvo). All are subsidiaries of Vertu Motors plc meaning that Bristol Street Motors can give customers persona
No previous qualifications required
• Experience of working with customers in a retail environment
• IT literacy
• Numeracy and Literacy
• Strong communication skills to deal with customers, colleagues, and suppliers: Verbal, Telephone and Face to Face
• Demonstrates a genuine interest in serving customers and delivering high standards of satisfaction. Looks to understand the needs and requirements of the customer.
• Maintains composure when challenged or put under significant or unexpected pressure. Able to work effectively in difficult situations maintaining calm and controlled.
• Consistently follows through on commitments to others. Meets responsibilities head on without making excuses. Routinely works with persistence to achieve agreed objectives.
• Maintains a flexible style when interacting with others. Willing to adapt to changes easily.
• Seeking and Collating Information: Identifies and seeks out all the relevant information required to achieve a task. Effectively networks and questions others to elicit relevant information.
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