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 recruitment@harwoods.co.uk.
Skills for the job
* IT literacy
* Numeracy
* Organisational skills
* Smart appearance
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