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Customer Service Consultant

2 months ago

Worth West Sussex, United Kingdom Harwoods Full time

JOB PURPOSE

Hours:
Mon - Fri 8am - 6pm. Sat 1/4 8am - 1pm

Located within the Harwoods network, the Full Time Service Advisor is responsible for:

Salary:
Basic £24,000 - £30,000 + £9,500 bonus

  • Delivering a welcoming and efficient experience for our clientele. Service Advisors are expected to cultivate strong, trustworthy relationships while ensuring high levels of communication and efficiency.
  • Acting as a knowledgeable and supportive resource for customers seeking service or repairs for their vehicles.
  • Effectively managing the flow of information between the workshop, other departments, and the customer to ensure a satisfactory experience that aligns with our brand standards.
  • At Harwoods, we prioritize organizational, communication, and time management skills, complemented by a friendly demeanor.

Department/Business/Location:
Service

Reports to:
Aftersales Manager

KEY RESPONSIBILITIES

  • Provide outstanding customer service and ownership throughout the customer's experience with Harwoods.
  • Maintain a close relationship with the workshop to ensure effective communication for the customer.
  • Contribute to achieving productivity and customer satisfaction targets by meeting and exceeding individual KPIs.
  • Address customer inquiries and concerns promptly and efficiently to foster loyalty and retention.
  • Clearly establish an understanding with the customer regarding the work to be performed.
  • Accurately manage the service department loading system in accordance with workshop capacity.
  • Oversee the handover process and administration, ensuring customers fully understand and authorize the work done on their vehicles.
  • Comprehend and adhere to manufacturer service requirements.
  • Uphold safe working practices and maintain high business standards.
  • Assume additional responsibilities as required by the business.
Skills & Requirements

Essential

  • Full UK driving licence.
  • Organized and detail-oriented.
  • Professional appearance.
  • Confident and approachable.
  • Ability to thrive in a team-oriented environment and achieve collective goals.
Experience

Desirable

  • Relevant experience in a customer-facing role providing exceptional service.
Skills for the job

IT Literacy

Numeracy

Organizational Skills

Professional Appearance

The Harwoods Way

Harwoods Group is a values-driven, family-owned automotive retail organization established in 1931.

Our core values are embraced by all colleagues to facilitate industry-leading customer experiences and colleague engagement, as outlined below:

We value our people and our customers

We strive for growth and improvement

We take responsibility

We work collaboratively as one team

We infuse energy and enjoyment into our work

We are a top 30 automotive dealer group, as ranked by annual turnover on AM100, representing esteemed brand partners:

Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, INEOS, BMW & Mini (Service), MAN

We operate across multiple counties in the South East of England, including:

Surrey, East Sussex, West Sussex, Kent, Wiltshire, Hampshire

With a high colleague engagement score of 72%, Harwoods Group distinguishes itself with our industry-leading people development program, encompassing:

recruitment and selection; onboarding; induction; probation; regular one-on-ones; Harwoods Academy; succession and development; colleague recognition

Following sustained growth, we now employ approximately 1,100 colleagues across around 28 state-of-the-art facilities.