Service Advisor

Stephen James Ltd; Dartford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading automotive service provider in Dartford seeks a Service Advisor to deliver exceptional customer service and manage service processes. The role requires a customer-focused individual with proven automotive customer service experience, strong organizational, and communication skills. Responsibilities include managing appointments, liaising with technicians, and ensuring complete documentation. The position offers competitive pay, benefits like generous leave and discounts on vehicles, and a supportive work environment.

Benefits

Competitive salary

25 days annual leave plus bank holidays

Discounts on vehicles and accessories

Life insurance

Employee assistance programme

Pension plan

Cycle to Work scheme

Qualifications

• Proven experience in a customer service or service advisor role within a busy automotive department.
• Exceptional organizational abilities with a capacity to manage multiple tasks.
• Clear and effective communicator with a talent for building rapport.
• Proficiency in using CRM and service management software.
• A proactive approach to problem-solving.
• Full UK manual driving licence.

Responsibilities

• Deliver exceptional customer service by understanding customer needs.
• Manage service appointment scheduling and vehicle check-ins.
• Liaise with technicians for accurate time estimates and repair details.
• Handle customer enquiries and provide expert advice.
• Ensure all documentation is complete and accurate.

Skills

Customer service experience

Organizational skills

Communication skills

CRM software proficiency

Problem-solving skills

Job description

Responsibilities

• Deliver exceptional customer service by understanding customer needs and expectations.
• Manage service appointment scheduling and vehicle check‑in processes effectively.
• Liaise with technicians and service teams to provide accurate time estimates and repair details to customers.
• Handle customer enquiries and provide expert advice on service and repair options.
• Ensure all documentation is complete and accurate, and maintain customer records meticulously.
• Adhere to Mercedes‑Benz service standards and guidelines to maintain brand integrity.
• Present and sell additional repairs to customers.

The Service Advisor position demands a customer‑focused individual who excels in communication and is proficient in managing service processes. This role involves acting as the main point of contact for our customers, ensuring they receive exceptional service at every stage of their journey with us. We are searching for a candidate who displays excellent interpersonal skills and has a genuine enthusiasm for customer service and collaborating as part of a team.

Key Attributes and Requirements

• Proven experience in a customer service or service advisor role within a busy, fast‑paced automotive department
• Exceptional organisational abilities with a proven capacity to manage and prioritise multiple tasks in high‑pressure environments
• Clear and effective communicator with a talent for building rapport and creating an excellent overall experience for customers
• Proficiency in using CRM and service management software
• A proactive approach to problem‑solving and a keen attention to detail
• Dedication to maintaining high standards of customer satisfaction and service excellence
• Desire to work collaboratively with wider team colleagues
• Right to work in the UK
• Full UK manual driving licence

An exciting opportunity has arisen at Mercedes‑Benz of Dartford for a Service Advisor. This role is integral to delivering exceptional customer service and supporting our service department to meet and exceed customer expectations.

About Hedin Automotive

Hedin Automotive operates across several Mercedes‑Benz sites in South London, including Brooklands, Croydon, West Bromley, and Dartford. We are committed to providing the highest standard of service and quality to our esteemed customers.

Schedule

• Monday to Friday, 8:00 am to 6:00 pm, with occasional Saturdays on a rota basis for time off in lieu

Benefits

• We offer a competitive salary and benefits package
• 25 days annual leave plus bank holidays (pro‑rated for part‑time hours)
• Exceptional discounts on Mercedes‑Benz vehicles and accessories
• Long service awards
• Life insurance
• Employee assistance programme offering support on wellbeing and finances
• Preferential rates for vehicle service and maintenance for you and your family
• Discounts on retail, dining clubs and activities through membership programme
• Cycle to Work scheme
• Enrolment in an employee pension plan
• Access to opportunities for ongoing professional and personal development
• An inclusive, supportive, and dynamic work environment

Equal Opportunity Statement

Hedin Automotive is dedicated to equality and diversity in the workplace. We celebrate diversity and encourage applicants from all backgrounds to embark on a professional journey with us, contributing to our story of success. Hedin Automotive conducts thorough employment checks, including work authorisation and address verification as part of our recruitment process.