CSR / Service Advisor

Volvo Group; Felixstowe; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Generous pension plan

25 days holiday rising to 30 with long

Healthcare plan with dental insurance

Enhanced parental leave

Referral schemes – £1000 bonus

Many family-friendly benefits

Job summary

Volvo Group Felixstowe is seeking a Customer Service Representative / CSR to act as the key link between customers, workshop technicians and the parts team. You will book commercial vehicles into the workshop for servicing and repairs, prepare job cards and keep customers updated on progress, costs and completion dates.

The role requires strong communication, organisation and IT literacy, with a focus on delivering high-quality service in a fast-paced commercial vehicle environment.

Qualifications

• Experience in customer-facing roles within a service environment.
• Ability to manage multiple jobs and prioritise effectively.
• Comfortable discussing repairs, costs and timescales with customers and technicians.

Responsibilities

• Handle customer inquiries via phone, email and in person.
• Book commercial vehicles into the workshop for servicing, repairs and inspections.
• Prepare job cards and clearly communicate customer requirements to technicians.
• Provide customers with regular updates on vehicle progress and costs.
• Prepare estimates and obtain authorisation for additional work.
• Liaise with technicians and parts teams to keep jobs moving.
• Invoicing for completed work and ensuring documentation accuracy.
• Resolve customer queries professionally and maintain high service standards.

Skills

Customer-focused

Organised multitasking

Communication

Attention to detail

Cost & timescales

Calm under pressure

Team player

IT skills

Tools

Workshop management system

Job description

As a CSR / Service Advisor, you will be the key link between our customers, workshop technicians and parts team, ensuring vehicles are booked in, repaired efficiently and returned to customers with minimum disruption to their business.

• Dealing with customers by phone, email and face-to-face
• Booking commercial vehicles into the workshop for servicing, repairs and inspections
• Preparing job cards and ensuring customer requirements are clearly communicated to technicians
• Providing customers with regular updates on vehicle progress
• Preparing estimates and obtaining customer authorisation for additional work
• Liaising with technicians and parts colleagues to ensure jobs progress efficiently
• Keeping customers informed of costs, timescales and completion dates
• Invoicing completed work and ensuring all documentation is accurate
• Handling customer queries and resolving issues professionally

Are you a people person with a passion for customer service and an interest in trucks and the transport industry?

We are looking for an experienced and customer-focused Customer Service Representative (CSR) / Service Advisor to join our busy Volvo Truck & Bus team in Felixstowe. This is an excellent opportunity for someone who enjoys working with customers, coordinating vehicle maintenance and repairs, and delivering a high standard of service in a fast-paced commercial vehicle environment.

Ideally, you will have experience in a Service Advisor, Customer Service, Aftersales or Workshop environment, preferably within commercial vehicles, HGVs, trucks or automotive.

• Customer-focused and professional.
• Organised and able to manage multiple jobs at once.
• Confident communicating with customers and workshop teams.
• Commercially aware with good attention to detail.
• Comfortable discussing vehicle repairs, costs and timescales.
• Calm and professional under pressure.
• A strong team player with a positive attitude.
• IT literate and confident using workshop/service management systems

Commercial vehicle or HGV experience would be highly advantageous, but we will also consider strong automotive Service Advisors with the right attitude and transferable skills.

Benefits

• Generous pension plan
• 25 days holiday raising to 30 days with service + bank holidays
• Healthcare plan with access to dental insurance
• Enhanced paternity/maternity/foster leave
• Referral schemes - you can earn yourself £1000!
• Many benefits for yourself, family and friends including gym memberships, travel, hotel, theme park days + many more

Training and development opportunities