Job Description

Company Description

Fixter is a startup on a mission to revolutionise car maintenance by providing a world-class, stress-free digital experience for car owners. Since our launch in Manchester in 2017, we've expanded to over 120 towns and cities across the UK and France, helping thousands of users each month. As part of the Renault Group, we are growing rapidly and are committed to simplifying car care for customers across Europe.

We are seeking a highly motivated and results-oriented 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 Fixter's continued success in both markets. You will be instrumental in fostering a collaborative and high-performing 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 problem-solving skills. Experience working with CRM systems and other relevant customer service software, with the ability to track and analyse sales/upselling performance data. Results-oriented 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 customer-centric 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 fast-paced 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 team's 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 customer-first 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.

Work-life 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 forward-thinking company revolutionising the car care industry!

Ready to ditch the commute and drive your career forward?

If you're a highly motivated and customer-focused 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.