Service Advisor

Harwoods Group is an automotive retailer representing prestigious car brands; Aston martin, Audi, Bentley, Jaguar and Land Rover together with the truck brand MAN. We have a total of eighteen businesses providing sales and aftersales services across Sussex, Surrey, Kent and Hampshire. Established since 1931, we are a successful and progressive third generation family owned business. In 2017 our turnover was £630m and we employed 900 people. We rank #6 in the Sunday Times ‘Top Track 250’, which league tables the UK’s private companies with a turnover of <£650m and <5,000 staff. . Our vision is to ‘create memorable experiences’. In other words, we believe that our role is to ensure our valued customers are offered the best possible experience in their interactions with our company. We feel it is equally important that our staff are well supported and are able to deliver these experiences working as one cohesive team. With 98% of staff scoring positively when asked ‘I am fully committed to doing my best for the company”, we’re a safe bet for a job and career. Harwoods Jaguar Land Rover Crawley was acquired from Guy Salmon (part of the Sytner Group) by the Group in early 2012, together with the accompanying Jaguar business. We offer both Land Rover sales and aftersales departments. In total, there are around 100 staff based at the site, which covers the Crawley, Gatwick, Reigate and Dorking territories. 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. KEY RESPONSIBILITIES * To handle the customer enquiries and queries promptly and efficiently. * Quality 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 mantain the service department loading system in line with workshop capacity. * Manage the handover and administration of loan vehicles. Explain the work carried out on vehicles 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. POLICIES * All Harwoods employees are expected to comply with/adhere to all Harwoods policies and procedures and any additional manufacturer requirements relevant to their role. PERSON SPECIFICATION Essential * Proof of Right to Work in the UK. Experience Skills & Knowledge Essential * Full UK driving licence. * Smart appearance. * Competency in numeracy, literacy and IT. Competencies Harwoods has 5 key competencies which describe the behaviours expected of all employees. For this role we are looking for applicants who can demonstrate all of the competencies below at the level described: Level: Team member Delivering Memorable Customer Service Provides customer service which creates ‘memorable experiences’ through meeting and exceeding customer expectations. High Performing Teams Supports others to continuously improve performance. Seeks feedback on own performance, takes responsibility for own development & demonstrates Harwoods values. Commercial and Operational Excellence Understands the drivers of business performance and uses them to optimise commercial opportunities. Plans and manages processes, resources workflows efficiently. Innovation & Improvement Demonstrates openness to change and improvement. Proactively looks for more effective ways of doing things. Brand Aligned Knowledgeable of, aligned to and ambassador for the brand and adheres to brand standards.