MSL Motor Group, a family-owned business since 1959, is dedicated to our employees' growth through exceptional training and development programs. We take immense pride in the talented team we have established and continue to expand. At MSL Motor Group, we offer not just a job but a long-term career. Our team of over 250 employees thrives in a positive working environment, benefiting from continuous development, opportunities for progression, and competitive remuneration packages.
Mercedes-Benz South, a principal dealer for Mercedes-Benz in Ireland and a proud member of the MSL Motor Group, upholds an esteemed reputation for exceeding the highest standards of the Mercedes-Benz brand. Our success is driven by our motivated and satisfied staff. Mercedes-Benz South Dublin is the first MAR20X dealership in the country which introduces efficient service structures, digital solutions, and standardised processes, resulting in improved customer experience and operational efficiency.
Job Summary:
We are currently seeking an experienced and motivated Service Advisor Team Lead to join and oversee our busy Service Team. This role will involve leading the service advisors, ensuring high levels of customer satisfaction, optimizing service processes, and fostering collaboration between departments. The Service Advisor Team Lead will report directly to the Aftersales Manager, who holds ultimate responsibility for the department. This role is focused on enhancing customer service and team performance.
A core focus of this role will be maintaining and improving our 5-star customer satisfaction rating, ensuring customers receive the best possible service experience aligned with our DRIVE core values.
Key Responsibilities:
Leadership & Team Supervision:
* Supervise, mentor, and support the Service Advisor team to achieve high performance and efficiency.
* Provide guidance, coaching and motivation to enhance team members skills and customer service delivery.
* Monitor and manage team performance, conducting regular one to ones and feedback sessions.
* Ensure all service advisors adhere to company policies and procedures while maintaining a high level of professionalism.
Customer Relations & Service Excellence:
* Ensure a seamless and professional customer experience, fostering strong customer relationships.
* Identify potential complex customer issues, complaints, and escalations early and bring them to the attention of the Aftersales Manager, ensuring they are addressed in line with our Dedication to Customer Satisfaction value.
* Encourage advisors to actively seek customer feedback and follow up to ensure positive resolutions.
Operational Coordination:
* Liaise with the Workshop, Service Reception, Warranty, and Parts Department to streamline service operations.
* Work closely with Service Advisors and wider Aftersales team to ensure the Priority One system is utilised to its full potential.
* Monitor service workflow and ensure advisors are effectively scheduling and managing customer bookings.
* Ensure efficient communication between customers and service teams regarding additional work or costs.
* Guarantee that vehicles are serviced and ready at the agreed time, keeping customers informed of progress.
* Keep Service Advisors informed of Labour sales targets versus sales and work with them to reduce Work in Progress (WIP).
* Keep Service Advisors updated on Vehicle Health Check (VHC) targets versus actual performance.
* Ensure Digital Service Book’s (DBS) are updated correctly and maintained with accuracy.
* Manage the courtesy vehicle fleet, ensuring all cars are taxed, insured, and extended when necessary.
Process Improvement & Compliance:
* Identify areas for process improvement and implement best practices to enhance service efficiency.
* Ensure compliance with company policies, industry standards, and health & safety regulations.
* Maintain accurate records, reports, and documentation for service transactions and customer interactions.
* Support and uphold the company’s core values (DRIVE):
o Dedication to Customer Satisfaction – Focus on serving customers with excellence.
o Relationships built on Trust and Accountability – Foster trust and transparency within the team.
o Investing in our Future – Promote continuous learning and innovation.
o Value and respect our people – Encourage teamwork and professional growth.
o Excellence in our work – Take pride and ownership in delivering outstanding service.
Required Qualifications & Experience:
• Proven experience as a Service Advisor with leadership or supervisory experience preferred.
• Strong understanding of customer service principles and automotive service processes.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage and lead a team effectively in a fast-paced environment.
• Strong organizational and planning abilities with attention to detail.
• Proficiency in using automotive service software and general PC skills.
• Flexibility in approach to work and ability to handle pressure.
• Full, valid, and current driving license.
• Prior experience within the Motor Industry is essential.
If you meet the above criteria and are interested in being considered for this position, please submit a cover letter outlining your availability and salary expectation, together with a comprehensive Curriculum Vitae.
#J-18808-Ljbffr