Aftersales Advisor

4 weeks ago

Bramshaw Hampshire, United Kingdom Harwoods Full time

JOB PURPOSE

The role of the Aftersales Advisor is to:

Provide our customers with a warm, inviting and streamlined experience. Aftersales 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/ parts 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. rc monthly warranty reports.

è Here at Harwoods, we highly value organisational, communication and time management skills along with a friendly smile.

Department/Business/Location:

Service

Reports to:

Service Manager

KEY RESPONSIBILITIES

Provide exceptional levels of customer service and ownership throughout your customer’s Harwoods experience.

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 vehicle ensuring customers full understanding and authorisation.

Understand and adhere to manufacturer service requirements.

Maintain safe working practices and abide high standards of the business.

Identify, locate, invoice and issue parts and consumables to customers and other departments using the computer system.

Supply accurate and detailed parts quotations to internal departments, retail and trade customers.

Administer parts invoices ensuring invoiced items are allocated correctly.

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

Administer warranty policy in the best interests of the business, manufacturer and customer.

To keep accurate records of warranty submissions, credits, rejections and customer contributions towards goodwill claims.

Maintain knowledge on all warranty procedures and documentation. Support other staff members on all warranty related matters.

Skills & Requirements

Essential

Full UK driving licence.

Organised.

Smart appearance.

Confident.

Ability to excel in a team-based environment and achieve common goals.

Experience

Desirable

Relevant experience in a customer facing role delivering excellent service.

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, as detailed below:

We Treasure our people and our customers

We challenge ourselves to grow & improve

We grab 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, 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, namely:

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

After continued growth, we now operate with circa 1,100 colleagues across circa 28 state of the art facilities.

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