Truck Service Advisor

Accord Resourcing Ltd; London Borough of Hounslow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A reputable HGV dealership in London is looking for an experienced Truck Service Advisor to join their busy depot. The ideal candidate will have commercial vehicle experience and will be responsible for managing customer vehicle services. The role includes adhering to service processes, promoting additional repairs, and maintaining high customer service standards. This position offers comprehensive training and a supportive work environment along with attractive perks including 30 days of annual leave and various benefits.

Benefits

Multi manufacturer training programmes

30 Days Annual Leave including Bank Holidays

Employer Statutory Pension Scheme

Free Class IV MOT per year

Referral bonus if you introduce your technician friends

Paternity pay - Full 2 weeks pay

Corporate uniform provided

Cycle to work scheme

Qualifications

• Experience within the automotive industry, preferably with HGV or light commercial vehicles.
• Strong communication skills to interact with customers effectively.
• Ability to manage multiple tasks and provide excellent customer service.

Responsibilities

• Ensure all customer vehicle information is captured and followed up.
• Promote additional workshop services and repairs as applicable.
• Provide timely updates on vehicle progression through the workshop.

Skills

Commercial vehicle experience

Customer service

Communication skills

Job description

Commercial Vehicle Experience is compulsory.

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

Hours of work:

• 40 hours per week across 3 alternating shifts Monday to Friday:
  • 5.30am to 2.30pm
  • 8.00am to 5.00pm
  • 10.00am to 7.00pm
• All with 1 hour unpaid break
• Plus 1 in 3 Saturday mornings, 7.00am to midday (paid at 1.5 overtime rate)

Responsibilities:

• Understand and adhere to Service Core Process as set by the Brand and Company
• To carry out a robust job preparation process; focussing on the detail to ensure all customer vehicle issues and information are captured and followed up
• Inform customer of outstanding recall campaigns and arrange for work to be completed
• Clarify for the customer and workshop the basis for the repair - Retail / Fleet / Warranty
• Check the account detail and level of credit left, obtain authorisation and obtain order numbers from customers.
• To 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 dept
• Updating VOR's on Manufacturer platforms on a daily basis
• Gaining authorisation for work required - either from the customer or via customer approval platforms
• To 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 advising of any unexpected delays
• To maintain vehicle history and service records in an accurate, efficient and timely manner in line with customer requirements and operator licence standards
• To maintain invoice filing in an accurate, timely and efficient manner
• To ensure parts are ordered/requisitioned once relevant authority is received
• To ensure customer reception area is maintained to a high professional standard at all times
• To order/ arrange sub‑contract work
• Build rapport with all staff and customers
• To ensure up to date knowledge and training on all franchise requirements
• To undertake such other tasks as may reasonably be required
• To enhance the image and reputation of the company whilst supporting its commercial interests
• To comply with good health and safety practice, all statutory requirements, company policies and standard procedures

Ideally you will have industry experience within the world of automotive - whether that be HGV or Light Commercial vehicles!

Perks:

• 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 (3yrs / 5yrs / 7yrs / 10yrs)
• Holiday + Purchase Scheme (up to 3 days available to purchase)
• Employer Statutory Pension Scheme
• Free Class IV MOT per year
• Mental Health First Aiders
• Referral bonus if you introduce your technician friends
• Paternity pay - Full 2 weeks pay
• Personal Accident Scheme
• Corporate uniform provided
• Cycle to work scheme
• Working for a friendly family business!

This is a great opportunity for an experienced Service Advisor with commercial vehicle experience who would like to grow within the company to join and get first class training.