Service Advisor

Cardiff Office; Greater London; On-site; GBP 29,000 - 32,000; Full time

Job summary

A family-run commercial vehicle dealership in the Heathrow Area is seeking an experienced HGV Service Advisor. This role involves acting as the primary contact for customers throughout the service and repair process, managing bookings, and ensuring excellent communication. The ideal candidate should have strong customer service skills, attention to detail, and preferably automotive experience. The job offers competitive salary and benefits, within a welcoming team-oriented environment.

Benefits

30 days holiday including Bank Holidays

Enhanced paternity pay (full 2 weeks)

Ongoing manufacturer training

Corporate uniform

Qualifications

• Proven experience in customer service within the automotive sector.
• Ability to multitask in a fast-paced environment.
• Technical understanding of vehicle repairs is advantageous.

Responsibilities

• Act as the main point of contact for customers throughout the service process.
• Prepare jobs and inform customers of work required.
• Manage customer bookings and maintain service records.

Skills

Strong attention to detail

Excellent communication skills

Confident customer service approach

Organised with strong administration skills

Proactive problem-solver

Automotive experience preferred

Job description

HGV Service Advisor

Location : Heathrow Area

Salary : £29,000

£32,000 + Bonus up to £3,000

An exciting opportunity has arisen to join a well-established, family-run commercial vehicle dealership due to internal promotion. We are looking for an experienced and customer-focused HGV Service Advisor to join our busy, friendly team at our Heathrow site. This is a fantastic opportunity to build your career within a supportive business representing leading commercial vehicle brands. No two days are the same, and you will play a key role in ensuring our customers receive exceptional service throughout their time with us.

What youll be doing :

• Act as the main point of contact for customers throughout the service and repair process
• Prepare jobs accurately, ensuring all customer concerns and vehicle details are captured
• Inform customers of recall campaigns and arrange relevant work
• Clarify repair types including Retail, Fleet, and Warranty
• Obtain customer authorisations, order numbers and manage credit approvals
• Promote additional repairs or services where appropriate
• Provide excellent face-to-face and telephone customer service
• Carry out daily progress updates with customers
• Follow up on missed appointments and keep Work in Progress (WIP) on track
• Update VOR status on manufacturer platforms
• Raise invoices and cost completed work
• Carry out post-workshop follow-up calls
• Manage walk-in bookings and maintain accurate service records
• Ensure parts are ordered once authority is received
• Maintain a professional and welcoming customer reception area
• Support with subcontracted work arrangements
• Work closely with workshop and parts teams to maximise schedule capacity

What were looking for :

• Strong attention to detail
• Excellent communication skills
• Confident customer service approach
• Organised with strong administration skills
• Able to work in a fast-paced environment
• Proactive problem-solver with the ability to multitask
• Technical or workshop understanding is an advantage
• Able to build rapport and work well as part of a team
• Automotive experience preferred (HGV or Light Commercial ideal)

Hours :

40 hours per week , Monday to Friday, on rotating shifts :

• 5.30am
• 2.30pm
• 8.00am
• 5.00pm
• 10.00am
• 7.00pm
• (1-hour unpaid break)

Plus

• 1 in 3 Saturday mornings , 7.00am
• 12.00pm (paid at 1.5x overtime rate)

What we offer :

• 30 days holiday including Bank Holidays
• Additional loyalty leave (3, 5, 7, 10 years)
• Holiday purchase scheme
• Statutory pension
• Free Class IV MOT annually
• Mental Health First Aiders
• £1,500 referral bonus for technician hires
• Enhanced paternity pay (full 2 weeks)
• Personal accident scheme
• Corporate uniform
• Cycle to work scheme
• Ongoing manufacturer training and clear career progression
• Welcoming, family-run environment with long-standing staff