Aftersales

Our Service Advisors are the most important ambassadors for our customer service strategy. They have a shared enthusiasm to deliver the best possible customer experience at all times and ensure our customers continue to leave their vehicles in our safe hands for servicing and repairs. You don’t have to have motor industry experience as our bespoke induction programme will teach you everything you need to know. As long as you have worked in a customer service environment before and you have a passion for pleasing customers, we would love to hear from you.

As the main link between our Technical teams and Service Advisors, our Workshop Controllers maintain the efficient running of our workshops whilst maintaining high levels of productivity. They demonstrate excellent Technical knowledge and ensure that every service or repair is carried out to the highest standard so our customers are satisfied at all times.

This role really suits time served Technicians looking to take their first step into management so we are always interested in receiving applications from highly skilled and knowledgeable Technical experts.

Current Service roles available:.

Customer Care Executive

The Role

Westover Group is looking for a part-time Customer Care Executive to join their team based at our multi-franchise operation on Wallisdown Road, Poole.

This busy role will see the successful applicant involved in, and managing, the proactive post-visit follow up of our Aftersales customers. The role will primarily entail outbound telephony – building rapport with our customers and representing Westover Group, as well as some basic reporting. You will be working as part of a small team ensuring that customer feedback is used to define our Customer Care strategies.

To be successful in this role you will possess

  • An excellent telephone manner;
  • Basic computer skills;
  • Strong organisation skills; and
  • Drive and self-motivation.

Working hours

Part-time: 3 days a week (Wednesday-Friday) working 8.30am to 5.30pm with half an hour for lunch

Benefits

As a Customer Care Executive you will receive a competitive salary together with excellent benefits including:

  • 22 days holiday, rising to 24 after 5 years' and 26 after 10 years' continuous service;
  • Opportunity to join the company pension scheme;
  • Life Assurance; and
  • Discounts on new vehicle, used vehicle, service and parts purchases.

If you feel you have the experience and capability in this field, and would like to be part of Westover Group’s growing success, please send us your CV with a short letter of introduction.

Email Us


Workshop Controller

Westover Jaguar Land Rover is looking for an experienced Workshop Controller to join their team on Bailey Drive, Christchurch. You will join a successful Workshop Control team, leading 22 Technicians.

The Role

As the Workshop Controller you will be responsible for ensuring all servicing and repairs are carried out effectively to achieve the highest possible ‘right- first-time’ standards for technical quality, whilst optimising workshop efficiency. Working closely with the General Aftersales Manager, you will also be responsible for ensuring maximum productivity out of the workshop.

You will be required to demonstrate a time-served career and hold the appropriate qualifications to demonstrate your achievements at the highest level within a technical capacity.

To be a success in this role, you will possess:

  • Technical knowledge and qualifications gained through prior experience as a senior technician or Workshop Controller;
  • Computer literacy with a strong numerical ability;
  • Good leadership skills with the ability to motivate and drive the workshop team;
  • Excellent organisational and communication skills to ensure timely completion of repairs and servicing work, whilst communicating regularly with the Service Advisor team;
  • Outstanding planning skills; and
  • A full driving licence.

Your responsibilities

  • Appropriately allocate work, fully recognising the skill level and experience of each Technician in the team;
  • Monitor progress of repairs and servicing to ensure they are completed on time, and communicate any delays;
  • Regular daily checks making sure capacity is met and additional work accommodated;
  • Ensure quality checks are carried out as per the company and Brand guidelines;
  • Liaise with the other members of the workshop control team regarding parts orders, time required and testing procedures; and
  • Support, monitor and give feedback on Technicians’ quality and efficiency.

Working hours

Monday to Friday 8.00am to 6.00pm and Saturdays on a rota 8.00am to 1.00pm

Benefits

As well as a competitive salary and bonus structure based on quality and financial performance, we also offer other great benefits including:

  • 22 days annual leave, rising to 24 days after 5 years’ and 26 days after 10 years’ of continuous service;
  • Opportunity to join the company pension scheme;
  • Life Assurance; and
  • Discounts on new vehicle, used vehicle, service and parts purchases.

If you think you possess the necessary skills and have the passion to join our quest for complete customer satisfaction, please send us your CV with a short letter of introduction.

Email Us


Service Advisor

We currently have vacancies at our following showrooms:

  • Kia Skoda Salisbury (Old Sarum Park)
  • Nissan Salisbury (Brunel Road)
  • Toyota Bournemouth (Wallisdown Road)

The Role

Our Service Advisors ensure the highest level of customer satisfaction delivery for our customers using our retail locations for vehicle servicing and repair. With a friendly and professional disposition you are our principle point of contact for all customer communications whilst their vehicles are in our care. You will have excellent communication and organisational skills in order to deal with customers face to face or over the telephone, always delivering an exceptional experience for both internal and external customers.

As a Service Advisor you will be quick to identify the needs of the customers and opportunities to upsell so experience in sales or retail would be advantageous. You will need to work to tight timescales and thrive on the pressure of a very busy service department. Alongside your customer first attitude, you will need to maximise sales, grow customer retention and consistently achieve your targets. A passion for the product and delivering exceptional customer service must be evident in everything you do.

At the Westover Group we welcome Service Advisor applications from all individuals, particularly professionals within the Automotive Industry, Retail, Call Centres, Estate Agencies, Banking, Hospitality and Financial Services.

To be a success in this role, you will possess

  • Excellent communication skills;
  • An interest in developing your technical mechanical knowledge;
  • Commitment to delivering customer excellence;
  • A good standard of verbal and numerical reasoning;
  • Computer literacy with a keen eye for detail;
  • Previous experience in a target driven role desirable but not essential;
  • Hold a full driving licence.

Your responsibilities

  • To provide an outstanding level of customer care ensuring the highest standards of satisfaction at all times;
  • Booking service and repair work;
  • To keep customers fully informed of progress and advise of extra work needed;
  • To organise the loan of courtesy car bookings;
  • To obtain and process payments according to company policy;
  • To achieve hours sold targets as a member of a motivated team, ensuring the ‘Work in Progress’ (WIP) is kept to a minimum and certainly in line with Brand requirements;
  • To maintain accurate customer records on CDK and deploy telephone follow-up, up sell and progress calls, converting as many inbound and outbound calls into bookings as possible;
  • To invoice on time and accurately;
  • Consistently deploy the group Service Advisor DPI process which you will be inducted into.

Working hours

Our Service Advisor hours are typically Monday to Friday 8.00am to 6.00pm, with Saturday mornings on a rota.

Benefits

Service Advisors will receive a competitive salary plus additional bonuses based on the cumulative performance of the service operation as well as your own sales results. Additionally we also offer great benefits including:

  • 22 days annual leave, increasing to 24 (after 5 years) and 26 (after 10 years) continuous service;
  • Opportunity to join the company pension scheme;
  • Life Assurance; and
  • Discounts on new vehicle, used vehicle, service and parts purchases.

If you think you possess the necessary skills and have the passion to join our quest for complete customer satisfaction, please send us your CV with a short letter of introduction.

Email us



Group Warranty Administrator

Westover Group have an exciting opportunity for a Group Warranty Administrator to join their team in Wallisdown, Poole.

Working as part of our busy Group Warranty team, you will be responsible for all aspects of warranty administration across multiple franchises. Our Group Warranty Administrators are considered an integral and important support to the aftersales teams and work in conjunction with them to ensure processes are fully understood and maintained. To make a success of this role you must be a well organised individual with outstanding administration, numeracy and literacy skills. For the right candidate this position offers an excellent opportunity for the chance to work in a stimulating and challenging environment and at the same time to have a real impact on how the team and themselves develop.

To be successful in this role you will have

  • Previous motor industry experience in a similar position or within an aftersales environment is preferable, however training both internal and manufacturer based will be provided.
  • Excellent time management skills prioritising your daily workload to ensure all time sensitive deadlines are met.
  • Meticulous and thorough in your approach with an attention to detail for accuracy.
  • Ability to build and maintain excellent relationships both internally and externally.
  • Positive attitude to problem solving to ensure justified claims are fully reimbursed.

Your responsibilities

  • Ensure warranty compliance of paperwork presented prior to claim progression.
  • All submissions reflect correct data, ensuring only accurate and fully justified claims are submitted within strict time limits.
  • Monitoring the despatch of paperwork from sites along with request from our manufacturers in relation to material returns.
  • Acting upon claims discrepancies on daily basis to ensure successful and prompt payment.
  • Reconciliation of manufacturer payments.
  • Utilisation of departmental spread sheets used for tracking and payment requests.
  • Conduct internal warranty audits and act upon any potential deficiencies highlighted.

Hours of Work

Monday to Friday 8:00am to 6:00pm with half an hour for lunch.

Benefits of working for Westover

You will receive a competitive salary together with great benefits including

  • 22 days holiday, rising to 24 after 5 years, 26 after 10 years
  • Opportunity to join the company pension scheme
  • Life Assurance
  • Discounts on new vehicle, used vehicle, service and parts purchases

If you think you possess the necessary skills and have the passion to join our quest towards for complete customer satisfaction, please send us your CV with a short letter of introduction.

Email Us


Senior Service Advisor

The Role

As the Senior Service Advisor for Westover Toyota in Bournemouth, your main responsibilities will be to plan and organise the work of the Service team so that our customers receive an efficient and high quality service.

You will be a confident and well-rounded people manager – this will include being able to coach for improved performance where required and motivate and lead a busy Service team. You will take pride in enabling your team to successfully build excellent customer relationships that will ensure they keep coming back to Westover.

From time to time you will also deputise for the Service Manager.

At the Westover Group we welcome individuals who are looking to achieve their career aspirations and we have a proven track record in developing and progressing many of our management team.

To be a success in this role, you will:-

  • Make good commercial judgements and have the ability to drive and motivate the team to deliver to targets;
  • Be effective in making decisions;
  • Be adept at providing practical solutions; and
  • Strive to deliver an excellent customer experience.

Your responsibilities:

  • Achieve service sales targets;
  • Respond to customer satisfaction results;
  • Implement, monitor and improve work methods to maximise use of available people;
  • Ensure allocated work is correctly programmed and accurate information is passed to the Workshop;
  • Organise workload to accommodate walk-ins and co-ordinate with the Workshop, carrying out the role of a Workshop Controller;
  • Respond positively and promptly to all customer requests;
  • Agree appropriate vehicle collection and delivery arrangements with customers;
  • Communicate clearly, regularly and promptly with the customer, informing them of any delays;
  • Communicate clearly, regularly and promptly with the Dealer Principal/Aftersales Manager and team and work colleagues;
  • Maintain an efficient reception environment, ensuring it is comfortable, clean and welcoming;
  • Plan ahead and identify parts required for booked jobs, and co-ordinate with the Parts department to ensure the parts are available;
  • Evaluate workshop efficiency and implement effective workshop loading routines to maximise productivity; and
  • Review weekly/monthly accounts, operating controls and composite figures with the Aftersales Manager.

Working hours

Our Senior Service Advisor hours are typically Monday to Friday 8am to 6pm, with Saturday mornings on a rota.

Benefits

You will receive a competitive salary plus additional bonuses based on the cumulative performance of the Service operation as well as your own sales results. Additionally we also offer great benefits including:

  • 22 days annual leave, increasing to 24 days after 5 years' and 26 days after 10 years' of continuous service;
  • Opportunity to join the company pension scheme;
  • Life Assurance; and
  • Discounts on new vehicle, used vehicle, service and parts purchases.

If you think you possess the necessary skills and have the passion to join our quest for complete customer satisfaction, please send us your CV with a short letter of introduction.

Email Us


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