Service Advisor Manager London
Service Advisor Manager London
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Job Description
We are seeking a highly motivated and resultsoriented Service Advisor Team Manager to lead and develop our teams of Service Advisors in both the UK and France with a strong emphasis on driving revenue through identifying and effectively upselling relevant maintenance and service recommendations to our customers.
This is a pivotal role responsible for ensuring our customers receive exceptional service maximising service opportunities and contributing to Fixters continued success in both markets. You will be instrumental in fostering a collaborative and highperforming environment across both markets ensuring operational excellence outstanding customer satisfaction and the achievement of upselling targets.
Qualifications :
- Proven experience 3 years) in managing teams with a demonstrable track record of driving upselling or sales performance.
- Excellent leadership coaching and mentoring skills with the ability to motivate and inspire individuals to achieve and exceed upselling targets.
- Excellent organisational time management and problemsolving skills.
- Experience working with CRM systems and other relevant customer service software with the ability to track and analyse sales/upselling performance data.
- Resultsoriented with a proven track record of achieving and exceeding performance targets specifically including revenue generation through upselling.
- Ability to analyse data and identify trends to drive improvements in both customer satisfaction and upselling effectiveness.
- A strong customercentric approach with a genuine passion for delivering outstanding service while also recognising and maximising sales opportunities.
- A proactive and adaptable approach to work in a fastpaced and evolving environment.
- Fluency in English is essential; proficiency in French is a significant advantage.
Additional Information :
Responsibilities
Team Leadership & Development:
- Recruit onboard and train new Service Advisors in both the UK and France ensuring they are skilled in identifying maintenance needs and effectively communicating their value to customers.
- Set clear performance expectations monitor individual and team KPIs (including upselling conversion rates and revenue generated) and provide regular coaching and feedback specifically focused on enhancing upselling techniques and results.
- Conduct performance reviews and identify development opportunities with a focus on improving the teams ability to educate customers on necessary maintenance.
- Foster a positive collaborative and engaged team culture across both locations promoting the sharing of successful upselling strategies and best practices.
- Manage team schedules and ensure adequate coverage to meet customer demand.
- Address and resolve team conflicts or performance issues effectively and professionally with a focus on improving overall team performance including upselling effectiveness.
Operational Excellence
- Ensure Service Advisors adhere to established processes policies and quality standards including protocols for vehicle health checks and presenting maintenance recommendations.
- Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS) booking conversion rates and upselling metrics.
- Identify areas for process optimisation to enhance both efficiency and the identification of upselling opportunities.
- Collaborate effectively with other departments including the garage network and technical support to ensure accurate diagnosis and effective communication of maintenance needs to customers.
Customer Experience Champion:
- Embody a customerfirst mindset and inspire the team to build trust with customers by clearly explaining the benefits of recommended maintenance.
- Handle escalated customer concerns including those related to service recommendations with empathy and a focus on educating the customer on the value of the work.
- Analyse customer feedback to identify trends related to service recommendations and implement strategies to improve customer understanding and acceptance.
- Ensure consistent and professional communication across all channels (phone email chat) with a focus on clearly articulating the necessity and benefits of recommended services.
Communication & Reporting:
- Serve as a key point of contact between the Service Advisor teams and senior management providing insights into upselling performance and opportunities.
- Prepare and present regular reports on team performance customer feedback and key operational metrics with a specific focus on upselling results and trends for both the UK and France.
- Effectively communicate company updates policy changes and sales/upselling initiatives to the team.
Why Fixter
- Competitive rewards: Enjoy a competitive salary and bonus scheme plus pension contributions and life assurance.
- Perks: Benefit from employee discounts on vehicle servicing.
- Growth opportunities: Develop your career with opportunities for progression and ongoing training.
- Worklife balance: Embrace the flexibility of remote working with the option to utilise our London office space.
- Be part of something big: Join a dynamic and forwardthinking company revolutionising the car care industry!
Ready to ditch the commute and drive your career forward
If youre a highly motivated and customerfocused individual with a passion for the automotive industry and the ability to thrive in a flexible working environment we want to hear from you! Please submit your CV and a covering letter explaining why you are the perfect fit for this role.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
