Service Advisor

Harwoods Ltd; Pulborough; On-site; GBP 24,000 - 32,000; Full time

Job summary

Harwoods Ltd is seeking a Service Advisor to enhance customer experience in their automotive services. The role includes managing customer inquiries, ensuring effective communication between the workshop and clients, and maintaining high standards of service. Ideal candidates will have strong organisational and communication skills, along with a full UK driving licence.

Qualifications

• Full UK driving licence.
• Automotive experience preferred.
• Experience in a customer-facing role delivering excellent service.

Responsibilities

• Provide exceptional levels of customer service throughout the customer’s experience.
• Manage the flow of information between workshop and customers for high satisfaction.
• Ensure understanding and authorization of vehicle work with customers.

Skills

Organisational skills

Communication skills

IT literacy

Numeracy

Smart appearance

Teamwork

Job description

Job Purpose

The role of the Service Advisor is to:

• Provide our customers with a warm, inviting, and streamlined experience. Service Advisors will be required to build strong and trusting relationships whilst delivering outstanding levels of efficiency and communication.
• Be a knowledgeable and supportive point of contact for customers requiring servicing or repair to their vehicles.
• Manage the flow of information between the workshop, the rest of the business, and the customer to guarantee a highly satisfactory customer experience and meet our brand standards.
• Here at Harwoods, we highly value organisational, communication, and time management skills along with a friendly smile.

Department/Business/Location:

Service

Reports To:

Aftersales Manager

Key Responsibilities

• Provide exceptional levels of customer service and ownership throughout your customer’s Harwoods experience.
• Ensure a close relationship with the workshop to guarantee a high standard of communication for the customer.
• Contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets.
• Handle customer enquiries and queries promptly and efficiently to create and maintain customer loyalty and retention.
• Confidently establish an understanding agreement with the customer of the work to be carried out.
• Accurately maintain the service department loading system in line with workshop capacity.
• Manage the handover and administration, and explain the work carried out on the vehicle, ensuring customers' full understanding and authorisation.
• Understand and adhere to manufacturer service requirements.
• Maintain safe working practices and abide by high standards of the business.
• Take on additional responsibilities as required by the business.

Skills & Requirements

• Full UK driving licence.
• Organised.
• Smart appearance.
• Confident.
• Ability to excel in a team-based environment and achieve common goals.

Experience

Desirable

• Automotive experience preferred.
• Relevant experience in a customer-facing role delivering excellent service.

The Harwoods Way

Harwoods Group is a values-led, family-owned automotive retail group founded in 1931. Our values are lived and breathed by all colleagues to enable industry-leading customer experience and colleague engagement, as detailed below:

• We treasure our people and our customers.
• We challenge ourselves to grow & improve.
• We take responsibility.
• We run in the same direction as one team.
• We inject energy and fun into our work.

We are a top 30 automotive dealer group, ranked by annual turnover on AM100, representing brands such as Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, INEOS, BYD, BMW & Mini (Service), MAN. We operate across five counties in the South East of England: Surrey, East Sussex, West Sussex, Wiltshire, Hampshire.

With a high colleague engagement score of 72%, Harwoods Group offers a leading people development programme, including recruitment, onboarding, induction, probation, one-to-ones, Harwoods Academy, succession and development, and colleague recognition.

After continued growth, we now operate with approximately 1,100 colleagues across about 28 state-of-the-art facilities.

We demand the best for our colleagues and customers and look forward to your application at [e-mail].

Skills for the job

• IT literacy
• Numeracy
• Organisational skills
• Smart appearance