Service Advisor - Audi

To act as the key link between the customer and the workshop, ensuring an exceptional service experience through accurate job booking, clear communication, efficient workflow coordination, and professional vehicle handover. The Service Advisor supports departmental productivity, profitability, and customer satisfaction, while upholding the ethics and integrity of the Giltrap Group and Quattro Motors at all times. Position Title Service Advisor Company Quattro Motors Location Grey Lynn Reports To Service Manager Key Responsibilities Deliver a consistently high standard of customer service and build strong, lasting customer relationships. Utilise dealership systems and processes to support departmental efficiency and profitability. Support the department in achieving customer satisfaction, labour sales, and profitability targets. Contribute to a well‑organised, efficient, and high‑performing aftersales operation. Work collaboratively with the wider aftersales and sales teams. Ensure all warranty documentation is completed accurately and in line with manufacturer and dealership requirements to support compliant and timely claim processing. Perform any other duties as reasonably requested by management. Ensure Super Service Triage is utilised effectively and consistently at all times, in line with group and departmental processes, standards, and performance benchmarks. Proactively manage work in progress at all times to ensure customer vehicles are progressed efficiently, job cards are actioned promptly, and monthly department targets are achieved. Impact / Accountability The Service Advisor is responsible for maximising the customer experience by delivering exceptional service and ensuring all service administrative functions are completed accurately and on time. Group and brand policies must be adhered to at all times. Demonstrate a high level of customer service Greet customers in a professional and friendly manner. Ensure all relevant information is captured from the customer and recorded on repair orders to ensure the workshop team has full information, including asking probing questions of issues, arranging road tests with technical staff of noise/intermittent concerns, etc. Promptly answer incoming calls/reply to inbound emails and assist the customer where appropriate, or transfer the call to the most relevant person. Contact all customers one day prior to their service appointment and follow up any no‑shows. Ensure lost leads are followed up throughout the month and attempt to re‑book as required. Ensure Service lead inbox is maximised to its potential and leads called, booked in and closed off in the month. Build strong relationships with customers and consistently deliver a high standard of service. Engage with customers in a manner that meets and exceeds Group and brand NPS standards. Maintain positive relationships with both existing and prospective customers. Clearly explain recommended repairs, maintenance, costs, and timeframes, with a phone call being the preferred initial method. Proactively update customers and maintain excellent communication throughout the service experience. Ensure a premium handover is completed on customer collection, including but limited to thoroughly explaining customers' invoices, promoting survey feedback and answering any customers' questions effectively. Maximise the use of dealership systems such as super service triage to ensure transparency/achieving sales/gross targets. Ensure customers are not only sent triage reports but every customer called to discuss reports/answer any questions. Perform all service administration and ensure compliance with OEM and Group processes Promptly and accurately process all documentation, including repair orders, invoices, and purchase orders. Complete manufacturer reports as required. Proactively monitor work in progress to ensure open repair orders are actively managed, followed up, and progressed in a timely manner. Take ownership of allocated WIP & ensure all legitimate open WIP is closed by month end; potential risks are communicated to management early, working towards a target of no WIP over 90 days old. Maintain strong warranty compliance by writing repair orders clearly, capturing all supporting documentation/information, and meeting manufacturer & group requirements. Work collaboratively with the Sales and Parts teams to coordinate used vehicle reconditioning and new vehicle preparation, ensuring all servicing, repairs, accessories, parts, and final preparation requirements are identified early and completed to agreed delivery deadlines and quality standards. Load service plan claims accurately and on time where required. Provide operational support to management when required Identify operational issues early and Escalate any risks that may impact customer satisfaction, productivity, or profitability. Assist with oversight of workshop flow, work in progress, and customer outcomes to help ensure targets and service standards are achieved. Demonstrate a positive, can‑do attitude and actively support the wider service team by assisting colleagues and providing cover for other Service Advisors across the Quattro Motors businesses during periods of sickness, leave, or operational demand where required. Ensure adherence to health and safety regulations Report all accidents/incidents and near‑misses to the Manager/OSH representative immediately. Report any vehicle fault to the Manager immediately. Comply with return‑to‑work plans where required. Problem Solving & Decision Making Demonstrate sound judgement in resolving customer and operational issues promptly and professionally. Use initiative to prioritise tasks, coordinate resources, and support positive customer and business outcomes. Interaction Internal: Admin and Accounts Team External: (No external contacts specified) Knowledge and Skills Excellent customer service ability. High level of computer literacy. Experience in a similar role. Initiative and a proactive approach. Hours of Work The minimum ordinary hours of work for the Employee shall be 47.5 hours per week, between 7:30 am and 5:30 pm Monday to Friday, Saturday morning 8 – 12 noon – rotational. The Employer may request that the Employee work additional hours from time to time. The Employee is entitled to decline any additional hours of work requested by the Employer. The Employee agrees that any additional hours worked will be paid at their standard hourly rate. Nothing in this clause prevents the Employee from working additional hours of their own volition. Changes to Job Description From time to time it may be necessary to consider changes to this job description in response to the changing nature of our work environment, including but not limited to technological or statutory changes. Such changes may be initiated as necessary by the manager of this position. This job description may be reviewed as part of the preparation for the annual performance cycle. #J-18808-Ljbffr