ECOS & MGSC Service Advisor




MG HQ, Longbridge


Head of Aftersales

Overall purpose of job

• To act as ECOS Coordinator & MG parts and accessories business in order to resolve issues and improve customer satisfaction.
• To act as service advisor of MG Sales Centre to control the workload, invoicing and customer service.

ECOS Coordinator Main Activities & Tasks:

• ECOS management
• 160+ cars on fleet per year to be renewed
• Ordering, preparation, hand over and hand back process
• Real time tracking of each order allowing for real time updates and a more efficient communication process.
• Communication - informs the customer and allows them to track their order
• Transparent management mechanism through a detailed database of drivers & cars
• Emails sent at different stages of process:Order received
• Confirming that order has been received and ordering process has begun.
• ECOS Progress - PDI Booking Made
• Confirming that the car has been ordered and a PDI booking made.
• ECOS Progress - PDI Complete
• Confirming the PDI has been completed and a diary request sent to arrange handover.
• ECOS renewal and Return Standards
• 2 months prior to renewal date, this email will be sent requesting new order forms and a copy of our returns standards.
• Delivery scoring process to measure effectiveness of the ECOS order & handover process

MGSC Service Advisor Main Activities & Tasks:

    • • Service Reception Telephone
      • Receive initial telephone contact
      • Distribute telephone contact
      • Create initial customer bookings
      • Inform customers of any updates or completion details
      • Service Department Loading
      • Create T card containing customer details and brief work description
      • Enter data onto workshop master loading sheet
      • Maintain T card system
      • Create job card from T card
      • Service Department Administration
      • Transfer job card details to invoice
      • Issue invoice
      • Invoice and job card archive
      • Liaise with Service Control regarding forward ordering of parts
      • Maintain and issue customer service reminders
      • Create and maintain a customer satisfaction index
      • Parts and Accessories
      • Control all retail parts sales enquiries
      • Create and issue retail parts invoices

      Parts Helpdesk – Assistance 

      • Answer MG Parts Helpline and Monitor helpdesk email on all kinds of dealer parts enquiries.
      • Record dealer issues and complaints. Track issues solving progress.
      • Track all back orders status. Liaising & managing Dealer’s expectations of back orders & ETA’s.
      • Verify dealers’ credit claim and initialize the credit claim process within MG
      • Daily processing of Dealer Stock orders.

      Special requirements

      • Experience of working in a similar role for vehicle manufacturer or dealership
      • Commercial appreciation of the automotive parts and accessories business.
      • A full knowledge of Microsoft Word, Excel and PowerPoint
      • Full clean UK driving licence

      Other Features of job (shifts, travel, working conditions)

      • Must hold a current full driving license
      • 40 hour working week


Job application