Service Advisor

Company Overview

Icar UK (formerly known as Harmony Auto) is an automotive dealership that has partnered with BYD since 2023, specialising in the sale of new energy vehicles. We are dedicated to offering intelligent and eco-friendly travel solutions that contribute to emissions reduction and sustainable development. Our goal is to deliver high-quality travel experiences that foster harmony between people and vehicles.

Job Overview:

As a Service Advisor, you will be the primary point of contact between customers and the dealership during the service and repair process. This role is responsible for ensuring the efficient and accurate completion of repair orders, maximizing sales of services and parts, and delivering a high standard of customer satisfaction. You will also maintain strong interdepartmental relationships to ensure smooth operations across service, parts, and sales teams.

Key Responsibilities:

• Serve as first line of contact and communication link between customer and dealership during the service and repair process
• Perform fault description write-ups and work required for Repair Orders and ensure timely and accurate completion for repair
• Maximize department sales of service and parts
• Maintain a close working relationship with Technicians, Sales Consultants, Warranty and Parts Personnel
• Provide convenient appointments for service and repair work
• Offer courtesy services when appropriate
• Start the reception process immediately upon customer arrival
• Inspect every vehicle before work starts-with the customers present when possible-and make appropriate notes on the Repair Order of any existing damage to the customers vehicle
• Identify customer needs courteously, accurately recording, and verifying customer needs on the Repair Order while customer is present
• Secure customer approval (including cost estimate, delivery time and method of payment, warranty) before repair work is started, and obtain customer signature on the Repair Order
• Handle telephone inquiries quickly and courteously
• Call customers regarding additional work that may need to be performed and when work is completed
• Implement customer's scheduled maintenance follow-up process
• Follow up with customers within 48hours of delivery after service is performed to ensure complete customer satisfaction
• Use formal Complaint Handling processes to calm an upset customer. Reach a resolution, when possible, that is satisfactory to the customer and supports the interest of the dealership
• Refer to service records and recommend additional necessary services as required
• Sell service and maintenance to customers in person, by telephone and other methods
• Refer lead and prospect for potential sales to the Sales Department
• Interdepartmental Relations:
• Establish and maintain effective working relationship with all dealership personnel.
• Work with the Parts Department on routine maintenance to ensure competitiveness in the market.
• Establish and maintain cooperative relationship with Sales Department for efficient delivery of add-on accessories and resolve any customer issues.
• Inspect completed jobs to ensure the quality of repair is correct.
• Provide legible and complete problem description on Repair Orders to support Technicians.
• Actively participate in training courses to maintain technical and non-technical knowledge and skills
• Initiate proper paperwork for a vehicle repair, and disperse according to department process.
• Maintain department service record, including Repair Order file
• File all warranty claims promptly.
• Be aware of daily workload distribution for the department
• Schedule customers for appointment
• Maintain log of written Repair Orders and record status information daily

Requirements

• Excellent communication and interpersonal skills
• Strong organizational skills and attention to detail
• Ability to multitask and prioritize in a fast-paced environment
• Understanding of automotive services and repairs
• Familiarity with using motor dealership management software
• Proficiency in dealership management software and computer literacy.

Compensation and Benefits

• Highly competitive salary
• eligibility for aftersales bonus
• 25 days of annual leave plus bank holidays
• Workplace pension
• Employee Assistance Programme (EAP)

Equal Opportunities Statement

Harmony Auto UK is committed to fostering a diverse and inclusive workplace where all individuals are valued and respected. We are an equal opportunity employer and we aim to ensure that all employment decisions are taken without reference to irrelevant or discriminating criteria. We welcome applications from candidates of all backgrounds and experiences, and are dedicated to creating an environment where everyone can thrive and reach their full potential.

Data Privacy Statement

Harmony Auto UK collects and processes personal data as part of our recruitment process in line with our data protection obligations. This may include information provided in your CV, application form, interviews, and right to work documentation. Your data will be used solely for recruitment purposes and may be shared with relevant internal teams or background check providers as needed. All personal information will be stored securely and automatically deleted after 12 months unless we are informed otherwise. By applying, you consent to us contacting you regarding your application.

Job Type: Full-time

Pay: £32,000.00 per year

Benefits:

• Company pension
• Free parking

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person