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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. They will be a knowledgeable and supportive point of contact for customers requiring servicing or repair to their vehicles.
Successfully manage the flow of information between the workshop, the rest of the business, and the customer to guarantee a highly satisfactory customer experience and to 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
Direct Reports:
KEY RESPONSIBILITIES
1. Provide exceptional levels of customer service and ownership throughout your customer’s Harwoods experience.
2. Ensure a close relationship with the workshop to guarantee a high standard of communication for the customer.
3. Contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets.
4. Handle customer enquiries and queries promptly and efficiently to create and maintain customer loyalty and retention.
5. Confidently establish an understanding agreement with the customer of the work to be carried out.
6. Accurately maintain the service department loading system in line with workshop capacity.
7. Manage the handover and administration and explain the work carried out on vehicle ensuring customers full understanding and authorisation.
8. Understand and adhere to manufacturer service requirements.
9. Maintain safe working practices and abide by high standards of the business.
10. Take on additional responsibilities as required by the business.
Skills & Requirements
Essential:
1. Full UK driving licence.
2. Organised.
3. Smart appearance.
4. Confident.
5. Ability to excel in a team-based environment and achieve common goals.
Experience
Desirable: Relevant experience in a customer facing role delivering excellent service.
Salary: Basic £24,000 - £32,000 + £9,500 OTE
The Harwoods Way
Harwoods Group is a values-led, family-owned automotive retail group that was founded in 1931. Our values are lived and breathed by all of our colleagues to enable industry-leading customer experience and colleague engagement:
1. We Treasure our people and our customers
2. We challenge ourselves to grow & improve
3. We grab responsibility
4. We run in the same direction as one team
5. We inject energy and fun into our work
We are a top 30 automotive dealer group, as ranked by annual turnover on AM100, representing the following brand partners: Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, INEOS, BMW & Mini (Service), MAN. We operate across 6 counties in the South East of England: Surrey, East Sussex, West Sussex, Kent, Wiltshire, Hampshire.
With a high colleague engagement score of 72%, Harwoods Group has a real differentiator with our industry-leading people development programme, including recruitment and selection; onboarding; induction; probation; lets talk one to ones; Harwoods Academy; succession and development; colleague recognition.
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