Job

Service Advisor

Apply now Harwoods Group

Salary: £TBC

Automotive retailer Harwoods Group, represents prestigious car brands Aston Martin, Audi, Bentley, McLaren, Volvo, Jaguar and Land Rover, as well as the truck brand MAN. We have eighteen businesses across Sussex, Surrey, Kent and Hampshire.

Our vision is to ‘create memorable experiences’, as we believe our primary role is to add maximum value to the customer journey. We also aim to make working at Harwoods as memorable and enjoyable as possible and benefit from above average employee engagement.

With 98% of staff scoring positively when asked ‘I care about the future of Harwoods’, we’re a safe bet for a job and career.

Audi stands for sporty vehicles, sustainability, high build quality and progressive design. Our Audi Centre in the Crawley Area adds to our current Audi Centres at Five Oaks, Southampton and Portsmouth. We welcome you to the world of Audi.

JOB PURPOSE

The role of the Service Advisor is to:

Be the 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.

Department/Business/Location:

Service

Reports to:

Aftersales Manager

KEY RESPONSIBILITIES

This Job Description is not contractual, and the content may be updated at any time.

To handle customer enquiries and queries promptly and efficiently.

Qualify service needs and diagnose vehicle running problems where appropriate. Establish understanding and an 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 of loan vehicles. Explain the work carried out on vehicle ensuring customers full understanding and authorisation.

Understand and adhere to manufacturer service requirements.

Maintain relevant systems ensuring accuracy at all times.

Maintain safe working practices and abide by the working rules and standards of the business.

Skills & Requirements

Essential

Full UK driving licence.

Smart appearance.

Competency in numeracy, literacy and IT.

Experience

Desirable

No experience required.

TEAM MEMBER COMPETENCIES

Delivering Memorable Customer Service

INDICATORS

Makes customer satisfaction and customer loyalty a priority and shares customer feedback with team

Drives improvements to meet changing customer requirements

Ensures investment decisions or changes to processes/systems support good customer service

Challenges and supports colleagues who do not support good customer service

Recognises and rewards excellent customer service

Sets and upholds customer satisfaction and experience standards WHAT GOOD LOOKS LIKE

Consistently has a positive attitude, is often smiling

Acknowledges customers with eye contact and a greeting

Does what they say they will do

Good communicator at all levels

High Performing Teams

INDICATORS

Matches resources, skills and teams to meet business needs

Role models good performance management and promotes a culture of learning and development

Demonstrates ethical and professional behaviour, acts as a role model for others

Leads communication with staff across the business to build engagement

Visible and interactive with colleagues at all levels WHAT GOOD LOOKS LIKE

Self-motivated and makes a positive contribution

Has a can-do attitude, seen and heard offering solutions

Builds healthy relationships with colleagues

Goes the extra mile, organised, reliable, consistent

Commercial & Operational Excellence

INDICATORS

Provides the team with clear priorities and direction

Makes prompt, clear operational decisions which may involve tough choices or considered risk

Motivates and empowers others and encourages delegated responsibility

Recognises and celebrates the successes of individuals and teams

Communicates clearly and motivates key stakeholders

Understands the strategic challenges / opportunities and develops strategies to generate competitive advantage WHAT GOOD LOOKS LIKE

Can work well under pressure

Is target driven and is motivated by exceeding goals

Challenges the way we do things and recommends solutions

Actively seeks feedback

Innovation & Improvement

INDICATORS

Sets a culture of innovation and enables structured continuous improvement activities

Focuses and prioritises innovation and change where it will make the biggest difference

Delivers successful organisational change

Deals effectively with ambiguity to provide clear direction for the team

Recognises and celebrates successful change and improvement WHAT GOOD LOOKS LIKE

Offers up ideas and suggestions for improvement

Is heard talking positively about change

Spots opportunities and acts

Shares best practice with others including with the BIG

Brand Aligned

INDICATORS

Personally demonstrates pride and enthusiasm for the brand

Ensures the team develops the requisite knowledge of the brand, products and services through structured brand training programs and informal coaching

Develops a culture where expert knowledge is valued and shares with interested customers

Recognises and rewards good product and service knowledge WHAT GOOD LOOKS LIKE

Passionate and loyal to the brand and product, a proud ambassador

Walks the talk when it comes to the brand values and proudly refers to the products they represent

Doesn’t have to be asked to look up the latest product information

Apply now Harwoods Group

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