Customer Service Representative (CSR) / Service Advisor

Volvo Group; Leicester Forest East; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Generous pension

25 days holiday

Healthcare plan

Enhanced parental leave

Referral bonus

Gym memberships

Training & development

Job summary

Volvo Group in Leicester is seeking a proactive CSR/Service Advisor to bridge customers, workshop technicians and parts teams, ensuring vehicles are booked in, serviced efficiently and returned with minimal disruption.

You will coordinate servicing and repairs, communicate costs and timescales, and maintain strong customer relationships in a fast-paced commercial vehicle environment.

Qualifications

• Customer-focused and professional demeanor.
• Ability to communicate with customers and workshop teams.
• Proficient with workshop/service management systems.

Responsibilities

• Deal with customers by phone, email and face-to-face.
• Book commercial vehicles into the workshop for servicing, repairs and inspections.
• Prepare job cards and ensure customer requirements are clearly communicated to technicians.
• Provide customers with regular updates on vehicle progress.
• Prepare estimates and obtain authorisation for additional work.
• Liaise with technicians and parts colleagues to ensure jobs progress efficiently.
• Keep customers informed of costs, timescales and completion dates.
• Invoicing completed work and ensuring all documentation is accurate.
• Handle customer queries and resolving issues professionally.
• Maintain strong customer relationships and deliver excellent customer service.

Skills

Customer service

Communication skills

IT literacy

Organisational skills

Team player

Workshop systems

Tools

Workshop management software

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.

Duties

• 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
• Maintaining strong customer relationships and delivering excellent customer service

We are looking for an experienced and customer-focused Customer Service Representative (CSR) / Service Advisor to join our busy Volvo Truck & Bus team in Leicester.

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. We are looking for someone who is:

Key Attributes

• 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.

Who we are and what we believe in

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group's leading brands and entities. Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment. At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people - to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.

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, them park days + many more
• Training and development opportunities