Service Advisor

Automotive retailer Harwoods Group, represents prestigious car brands Aston Martin, Audi, Bentley, Jaguar and Land Rover, as well as the truck brand MAN. We have eighteen businesses across Sussex, Surrey, Kent and Hampshire. Established since 1931, we are a successful and progressive third generation family owned business and rank #11 in the Sunday Times ‘Top Track 250’, which league tables the UK’s private companies with a turnover of <£650m and <5,000 staff. In 2016 our turnover was £630m and we employed 900 people. 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 am fully committed to doing my best for the company”, we’re a safe bet for a job and career Harwoods Land Rover Pulborough is the Group’s longest established dealership and at the very heart of our organisation. Covering the Chichester, Horsham and Worthing areas, we employ an experienced team of over 50 staff, many of whom are long-standing employees 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. 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. Desirable * Understanding of basic vehicle design, function and location of parts. 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, as per the attached competency framework. Delivering Memorable Customer Service Provides customer service which creates ‘memorable experiences’ through meeting and exceeding customer expectations. Level: Team Member 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. Key Responsibilities * 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.