Service Team Leader

2 hours ago

Croydon, Greater London, United Kingdom Harwoods Ltd Full time
Job Title: Service Team Leader

At Harwoods Ltd, we are seeking a highly skilled and experienced Service Team Leader to join our team in Croydon. As a Service Team Leader, you will play a crucial role in ensuring the smooth operation of our service department, working closely with our technicians and control team to deliver exceptional customer service and achieve daily invoicing targets.

Key Responsibilities:
  • Work with the control team to load the diary effectively and hit daily invoicing targets
  • Ensure customer interactions meet the brand's expectations
  • Manage all multi-channel communications with customers, including live repairs and re-books
  • Upsell and authorize additional work identified
  • Follow service processes for all vehicle handovers and payment transactions
  • Manage the Pinnacle Job Progress Board, ensuring status and conversation notes are up-to-date
  • Responsible for team loan car fleet management, re-booking clients when cars are not available
  • Full preparation for vehicle check-out, including invoicing, valeting, digital payment, agreed collection times, and closing WIP
  • Update the hand-over diary for the host team
  • Collection and delivery, working as a team to meet client needs
  • Delayed work updates and parts ordering
  • Manage own team customer complaints
  • Daily team meeting with technicians focused on hours and customer care
  • Support other functions as directed by the ASM
Requirements:
  • Demonstrable motor trade service advisor, technician, or workshop control experience
  • Experience in working as a team
  • Evidence of delivering against manufacturer CSI targets
  • Computer literate with experience in learning new systems
  • Excellent verbal and non-verbal communication skills
About Harwoods Ltd:

Harwoods Ltd is a values-led, family-owned automotive retail group founded in 1931. Our values are lived and breathed by all our colleagues to enable industry-leading customer experience and colleague engagement. We operate across 6 counties in the South East of England, representing top brands such as Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, INEOS, BMW, and Mini.

We demand the best for our colleagues and customers and look forward to your application.

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