Service Controller

6 months ago

Croydon, United Kingdom Hedin Automotive London Ltd Full time

**About us**:
Hedin Automotive London is a business in the UK operating across 4 sites in South London at Brooklands, Croydon, West Bromley and Dartford. It is 100% privately owned by Hedin Group who are the second biggest privately owned Motor Dealer in the world operating 260 car dealerships, 46 brands across 13 countries with approximately 8300 employees.

**Position**:
Calling **Service Advisors**, we are looking for an experienced advisor to join our team at Mercedes-Benz Croydon. This is a fantastic business, in a fast-growing location and one of the busiest Dealerships in our group.

This role is 45 hours per week, Monday to Friday 0800 to 1800 with some flexibility required. Saturday working is also part of this role, 0800 - 1400 on a rota basis with time off in lieu being utilised.

This is a high-volume premium workshop, managing customer vehicle repairs & servicing with a skilled technician workforce. We expect the highest levels of dedication and professionalism and in return will reward you with a salary and benefits package that reflects our commitment to you.

As a workshop controller you will control the flow of your allocated work in and out of the workshop, ensuring that we maximise the available technician hours to ensure production and utilisation targets are achieved, and meet our customer expectations. This will include overseeing a team of Mercedes-Benz technicians, sub-contract repairers, tyre technicians and valeting team.

At Hedin Automotive London, our ambition is to be the absolute best at all things Mercedes-Benz Our people make the difference, supporting the organisation by delivering a great customer experience and achieving our commercial goals. Our environment is genuine, friendly, collaborative, fast-moving, working together to achieve our objectives. We encourage innovation and support personal development and professional growth, investing in training & development.

**About you**:
You will be highly organised, proficient user of I.T systems (Pinewood is a bonus) and able to manage multiple jobs/job cards and customer requirements on a daily basis. The ability to work as part of a collaborative team is also essential to ensure that information between the workshop and service department flows efficiently, with regular vehicle repair status updates being provided to the customer throughout the day and in a timely manner.

**About the role (Overview)**:

- Deliver a great experience to our customers at all times
- Manage multi-channel communications with customers to provide regular updates and progress of vehicle repairs, as well as provide advice an gain authority on additional repairs that may be required
- Ability to competently use in house systems/database, create contact history and ensure all repair work is electronically documented
- Be aware of all available products/services and embrace the opportunity to upsell (payment incentives available)
- Control the process of vehicle collection and delivery as and when required
- Monitor and track any delayed work updates and Parts ordering
- Complete full preparation for a smooth and succinct vehicle check out
- Monitor and take responsibility to manage/resolve customer complaints
- Action inbound call handling & call back management
- Handle and manage customer complaints

**Benefits**:

- Opportunity to join car lease scheme
- 23 days holiday pa, rising to 25 after 2 complete years’ service
- Company pension scheme
- In service Life Assurance
- Access to an Employee Assistance Programme and Mental Health First Aiders
- Friends and family discounts for Service and Repairs
- Access to online benefits platform offering cycle to work and discount schemes.
- Long Service Recognition
- Career development and progression both in the UK and abroad.
- Hedin Automotive London Ltd are an equal opportunities employer. We are committed to a working environment that is inclusive and free from discrimination, we also provide our people with opportunities to develop their career as well join any of our internal working groups used to enhance and shape our future._

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