Service Advisor

VACANCY ADVERTISEMENT

JOB TITLE: SERVICE ADVISOR

LOCATION: BLANTYRE

Workforce Recruitment Services seeks to recruit for the above position on behalf of a Client.

1. Purpose of Position

1.1 To provide an informative, professional and friendly link between the customer and the workshop by liaising closely with and cultivating relationships with customers, workshop personnel and administrative staff, maintaining an open line of communication between them and enhancing the Client’s image.

1.2 Receive vehicles from customers.

1.3 Follow up with customers on the progress of their vehicles.

1.4 Provide correct advice to customers at all times.

1.5 Maintain the BSI system.

1.6 Achieve a Customer Satisfaction Index (CSI) result within or above the Client’s national average.

2. Key Performance Areas

2.1 Assist in the workshop reception area by receiving customers’ vehicles for servicing and repairs on a daily basis.

2.2 Obtain the correct information from the client regarding service or repair requirements.

2.3 Obtain the correct contact information when receiving a vehicle.

2.4 Confirm the payment method for completed services or repairs.

2.5 Obtain authorisation from cash-paying customers upon arrival, where possible.

2.6 Maintain communication with the client while the vehicle is in the workshop, providing updates and obtaining authorisation for any additional work or delays.

2.7 Update and maintain the BSI system at all times.

2.8 Promote the sale of workshop labour, parts, back-end services and accessories by educating customers and upselling where appropriate.

2.9 Follow the correct handover process when returning vehicles to customers.

2.10 Follow up on work in progress (WIP) and outstanding cash payments daily.

2.11 Ensure workshop profitability by following the correct quotation procedures.

3. Duties and Responsibilities

3.1 Receive customers in a friendly, courteous and professional manner at all times.

3.2 Introduce yourself to customers at all times and stand up when a customer approaches your desk.

3.3 Address customers by their names at all times.

3.4 Follow the procedures below when receiving a vehicle from a customer:

• Use the BSI tablets and paperless system at all times. No paper documents are permitted. If the system is unavailable and paper documents must be used, ensure that all documents are uploaded to the BSI job card once the system is operational.
• Confirm the customer’s name and surname and update the details where necessary.
• Confirm and update the customer’s mobile and landline numbers where necessary.
• Confirm and update company details where applicable.
• Confirm and update the physical or postal address where necessary.
• Confirm and update the email address where necessary.
• Verify the vehicle’s registration number and update it where necessary.
• Always confirm the Vehicle Identification Number (VIN), update it where necessary and take a photograph of the licence plate.
• Confirm the engine number and update it where necessary.
• Verify that the correct payment method has been selected at the time of booking. Update it where necessary and flag the customer’s name using the designated colour where authorisation is required.
• Record detailed information about the requested service or repairs by asking the appropriate questions: What, Where, How, When and Who.
• Record any additional work requested by the customer. The BSI system will require the customer’s signature to authorise such work.
• Always take a video and photographs showing the vehicle’s condition and any existing damage.
• Take a photograph of the instrument cluster showing the current mileage.
• Ensure that the vehicle silhouette and photographs are completed for every job card. If anything is missing, inspect the vehicle and complete the required documentation.
• Ensure that protective covers are fitted to the vehicle in the customer’s presence, either by yourself or by staff assisting with the morning reception process.
• Ensure that the service book is stamped and returned to the vehicle in the customer’s presence.
• Confirm the customer’s preferred vehicle collection time.
• Clarify the customer’s collection requirements.
• Confirm the repair requests with the customer before they leave.
• Thank the customer and escort them to the reception area.
• If the customer requires transport, escort them to the reception area and introduce them to the host responsible for arranging their transport.

3.5 Ensure that customers waiting for their vehicles receive appropriate assistance.

3.6 Create job cards on the BSI system when necessary and ensure that all information listed under section 3.4 is completed for walk-in and towed-in vehicles.

3.7 Ensure that the expected delivery date and time are always updated on the BSI system.

3.8 For repeat-repair vehicles, involve the foreman or service manager in receiving the vehicle. They must understand the customer’s concerns and test-drive the vehicle with the customer where necessary.

3.9 Ensure that the foreman or service manager participates in the handover process for all repeat-repair vehicles.

3.10 Ensure that all work carried out is authorised. Short payments or non-payments resulting from negligence will be the responsibility of the staff member concerned.

3.11 Ensure that authorisation for work to be carried out is accepted or declined through the quotation section of the BSI system. Manual quotations will not be accepted for audit purposes. All quotations must be prepared electronically through the BSI system. Monitor the overview screen to determine whether quotations from the parts department require completion by the Service Advisor. Contact the customer and obtain authorisation as soon as possible.

3.12 Inform customers that payments made through electronic funds transfer (EFT) must reflect in the Client’s bank account before the vehicle can be released.

3.13 Do not release any vehicle without payment unless authorised and signed off by the Service Manager or Dealer Principal. If a Service Advisor releases a vehicle without payment or management authorisation, the Service Advisor will be required to sign an acknowledgement of debt the following morning and will be responsible for recovering the outstanding amount directly from the customer.

3.14 Ensure that all customers complete the handover process through the BSI paperless system. A customer cannot be marked as completed on the overview screen unless the entire process has been followed.

3.15 Ensure that the Automate invoice is uploaded to the job card on the BSI system and is available under the e-filing section.

3.16 Upload all other applicable documents to the relevant job card on the BSI system. Paperwork and physical filing must be avoided. All documents must be attached to the relevant job card for audit purposes.

3.17 Inform customers when their vehicles will not be ready at the promised time or date. Record every customer contact on the BSI system, including notes of the discussion, and update the delivery date and time accordingly.

3.18 Contact customers with bookings scheduled for the day at least twice on the same day. For carry-over vehicles where insufficient time prevents daily contact, ensure that customers are contacted as frequently as necessary to keep them informed. For vehicles delayed due to parts on back order, contact customers every second day. For walk-in or towed-in vehicles that have not yet been attended to, contact customers twice daily. Record every communication on the BSI system and update the expected delivery date and time daily.

3.19 Record all communication with customers on the BSI system.

3.20 Ensure that all authorisations, including cash payments, account customers (Client and other applicable account customers), warranties, service plans and maintenance plans, are uploaded to the job card before any repairs are undertaken.

3.21 Follow up on parts ordered through the BSI system’s overview screen. The workshop controller must communicate through the BSI system as soon as the parts arrive and confirm when the vehicle can be completed, provided the vehicle is still on the premises.

3.22 Follow up through the BSI system’s parts screen, specifically the back-order tab, to ensure that the booking clerk contacts customers and arranges bookings for parts that have arrived.

3.23 Do not order parts for cash-paying customers until full payment has been received and the receipt uploaded to the BSI system.

3.24 If the booking clerk is unavailable due to leave or illness, the Service Advisor must contact the customer and arrange a booking for outstanding parts using the BSI parts screen.

3.25 Promote the sale of workshop labour, parts and accessories by educating customers and upselling where possible.

3.26 Create sublet orders and ensure that each order is signed and authorised by the Service Manager. If the Service Manager has not signed the order, the Service Advisor may be held liable for the supplier’s invoice if the customer or manufacturer refuses payment. Upload the sublet order and supplier invoice to the relevant job card on the BSI system. All documents must be available in the e-filing section for invoicing and audit purposes.

3.27 Liaise continuously with the workshop controller through the BSI system regarding vehicle progress. The BSI system must be used as the communication tool between the Service Advisor and workshop controller, for both internal communication and customer updates.

3.28 Service Advisors must not communicate directly with technicians. Communication must be channelled through the workshop controller or, where technical assistance is required, through the foreman.

3.29 If a vehicle will not be completed on the same day, contact the customer by 13:00 at the latest to explain that it will not be ready for collection. Provide detailed reasons for the delay and record the communication on the BSI system.

3.30 Keep up to date with the Client’s policies, procedures and manufacturer requirements, and maintain thorough product knowledge.

3.31 Follow the procedures below when a vehicle has been tested and washed:

• Inspect the customer’s vehicle in the collection parking area.
• Ensure that the vehicle has been cleaned properly.
• Confirm that all work requested by the customer has been completed.
• Ensure that old parts are placed inside the vehicle where applicable.
• Ensure that the job card has been invoiced, the invoice uploaded to the BSI system and all other documents prepared for the customer to complete the handover process.
• Understand the repairs carried out on the vehicle to ensure that the invoice is explained professionally.
• Contact the customer to confirm that the vehicle is ready for collection once all the above requirements have been completed correctly.

3.32 Follow the procedures below when handing over a vehicle after servicing or repairs:

• Acknowledge the customer upon arrival.
• Explain the invoice in detail, reviewing the customer’s requests and explaining each item.
• Advise the customer when the next service is due.
• If the vehicle has been serviced, review the service schedule with the customer.
• If the customer declined any repairs, explain the outstanding repairs and their urgency.
• Obtain payment from the customer where necessary.
• Ensure that the customer signs all handover documents on the BSI system.
• Provide the customer with a copy of the invoice at all times.
• Escort the customer to their vehicle.
• Remove the protective covers from the vehicle in the customer’s presence.
• Remove the windscreen chip-repair sticker from the windscreen in the customer’s presence, where applicable.
• Show the customer the old parts and offer to remove them.
• Point out visible repairs where possible, such as showing the customer a replaced door rubber.
• Hand over the vehicle keys to the customer.
• Inform the customer that they may receive a follow-up call from the Client regarding their experience.
• Inform the customer that they may receive a survey from the Client to evaluate their experience. Explain the CSI rating system to the customer.
• Thank the customer for visiting the dealership.
• Complete the customer handover on the BSI overview screen to ensure that the customer receives the dealership’s follow-up call the following day. Failure to complete this process may prevent the follow-up call from being generated.

3.33 If the customer will not collect the vehicle on the same day, ensure that the wash bay performs a touch-up on the day the customer is expected to collect it.

3.34 Follow the procedures below for all towed-in vehicles:

• Check in the vehicle with the towing company using the tablet and BSI paperless process described above before signing the towing slip.
• Contact the customer within one hour of the vehicle’s arrival, introduce yourself and advise when the workshop is expected to attend to the vehicle.
• Obtain any additional information that may not have been collected by the booking clerk.
• Ensure that the booking clerk has uploaded the Consumer Protection Act (CPA) documents and terms and conditions to the job card.
• Ensure that the Service Manager signs the job card during check-in.

3.35 Resolve customer queries efficiently and professionally.

3.36 Follow up daily on work in progress and outstanding cash payments. Hold a daily meeting with the Service Manager to review and resolve outstanding items. Ensure that the work-in-progress report is 100% accurate before the end of each day. Under no circumstances may a job card remain open if the vehicle is no longer on the premises. All job cards must be costed on the same day the vehicle leaves the premises. Failure to follow this process constitutes a written-warning offence, and appropriate disciplinary action may be taken.

3.37 Do not keep a job card open for parts on order. Even if the vehicle is expected to return the following morning, the existing job card must be costed, and a new job card created when the vehicle returns.

3.38 Do not order warranty parts unless the warranty clerk has authorised the replacement.

3.39 Do not carry out warranty repairs without authorisation from the warranty clerk. The following process must be followed:

• The technician requests parts through the BSI quotation system.
• The parts department adds the required parts to the quotation.
• The quotation is forwarded to the Service Advisor.
• The Service Advisor identifies that the repair should be processed under warranty.
• The Service Advisor requests the warranty clerk to authorise the repair by changing the labour line from cash to warranty repair.
• Neither the warranty clerk nor the Service Advisor may add another labour line to authorise the warranty.
• The payment method must be updated.
• Once authorised, the quotation is returned to the technician for release.
• The quotation is then returned to the parts department for pricing updates.
• The parts department books out and releases the parts.
• The technician signs the parts-picking slip.

3.40 Notify your immediate supervisor of all problem areas.

3.41 Be available for training whenever required.

3.42 Work overtime when required.

3.43 Ensure that the workshop reception area is neat and tidy at all times. Eating in the reception area is not permitted.

3.44 Smoking inside the building is prohibited.

3.45 Excessive private telephone calls may be charged to the employee. Continued violations may result in disciplinary action.

3.46 Loss of revenue to the Client resulting from incorrect quotations or authorisations will be recoverable from the Service Advisor responsible, subject to the applicable policies and procedures.

3.47 Demonstrate the ability to work under pressure.

3.48 Be responsible, trustworthy and loyal to management and the Client at all times.

3.49 Inform your immediate supervisor in good time of any leave or time off required.

3.50 Work at month-end until all necessary tasks have been completed.

3.51 Achieve the monthly targets set by the Client’s Head Office.

4. Other Responsibilities

4.1 Carry out any other duties assigned by the Service Manager, Dealer Principal or another authorised person.

How to Apply:

Interested candidates are invited to submit their resumes and cover letters to applications2.workforce@gmail.com  by 16th October, 2026. Please include “Service Advisor” in the subject line.