Truck Service Advisor

Accord Resourcing Ltd; Bicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A reputable HGV dealership in the United Kingdom is looking for an experienced Service Advisor to join their busy depot. This role involves interacting with customers, maintaining accurate service records, and ensuring a high standard of service is delivered. Candidates should have strong communication skills and the ability to handle multiple tasks in a fast-paced environment. The company offers growth opportunities, annual leave, and various employee benefits including training programs and a pension scheme.

Benefits

30 days annual leave

Free Class IV MOT per year

Cycle-to-work scheme

Employer pension scheme

Qualifications

• Excellent attention to detail is a must.
• Strong interpersonal and communication skills required.
• Proven organisational and administration skills are essential.

Responsibilities

• Handle customer inquiries professionally and efficiently.
• Maintain accurate service records and vehicle history.
• Promote additional services and repairs to customers.

Skills

Attention to detail

Communication skills

Customer service skills

Organisational skills

Problem-solving skills

Ability to multitask

Job description

Our client is a well‑known and reputable HGV dealership with several depots across the UK. They are looking for an experienced Service Advisor / Truck Service Advisor / HGV Service Advisor to join their busy depot.

Hours of Work

42.5 hours per week across 3 alternating shifts Monday‑to‑Friday:

• 7:00 am – 4:00 pm
• 8:00 am – 5:00 pm
• 9:00 am – 6:00 pm

All shifts include a 30‑minute unpaid break each day. Plus 1 in 3 Saturday mornings, 8:00 am – midday.

Responsibilities

• Understand and adhere to the Service Core Process as set by the Brand and Company.
• Carry out a robust job preparation process, focusing on detail to ensure all customer vehicle issues and information are captured and followed up.
• Inform customers of outstanding recall campaigns and arrange work to be completed.
• Clarify for the customer and workshop the basis for the repair – Retail, Fleet or Warranty.
• Check the account detail and level of credit left, obtain authorisation and obtain order numbers from customers.
• Promote additional workshop services/repairs where applicable.
• Deal with customer needs over the phone and face‑to‑face with a professional and friendly approach.
• Carry out daily update calls to customers on vehicle progress in the workshop.
• Follow up all “No Show” bookings.
• Work in Progress (WIP) control for the department.
• Update VORs on manufacturer platforms daily.
• Gain authorisation for work required – either from the customer or via customer approval platforms.
• Cost the work completed and raise invoices.
• Carry out post‑workshop visit calls to ensure customers are happy with the experience and service provided.
• Accept and process all walk‑in bookings.
• Provide customers with timely updates of vehicle progression through the workshop, monitor expected completion times and advise of any unexpected delays.
• Maintain vehicle history and service records in an accurate, efficient and timely manner in line with customer requirements and operator licence standards.
• Maintain invoice filing in an accurate, timely and efficient manner.
• Ensure parts are ordered/requisitioned once relevant authority is received.
• Ensure customer reception area is maintained to a high professional standard at all times.
• Order/ arrange sub‑contract work.
• Build rapport with all staff and customers.
• Stay up‑to‑date with knowledge and training on all franchise requirements.
• Undertake any other tasks as reasonably required.
• Enhance the image and reputation of the company whilst supporting its commercial interests.
• Comply with good health and safety practice, statutory requirements, company policies and standard procedures.

The Perfect Candidate Will Have

• Excellent attention to detail.
• Excellent communication skills with customers and colleagues.
• Excellent customer service skills.
• Excellent interpersonal, verbal and written communication skills.
• Proven organisational and administration skills.
• Proactive approach to work.
• Ability to work to deadlines.
• Problem‑solving skills.
• Technical knowledge.
• Analytical skills, including working with statistical and costing information.
• Ability to work in a fast‑paced environment and multitask.
• Work on own initiative and as a team player.

What the Company Can Offer You

• Multi‑manufacturer training programmes available – we will support you with your desired career progression level.
• 30 days annual leave, including bank holidays.
• Additional leave with service loyalty (3 yrs / 5 yrs / 7 yrs / 10 yrs).
• Holiday + purchase scheme (up to 3 days available to purchase).
• Employer statutory pension scheme.
• Free Class IV MOT per year.
• Mental health first‑aiders.
• Paternity pay – full 2 weeks pay.
• Personal accident scheme.
• Corporate uniform provided.
• Cycle‑to‑work scheme.
• On‑site parking.
• EV salary sacrifice scheme.
• Working for a friendly family business!