Technical Service Advisor

Harwoods Group is an automotive retailer representing prestigious car Brands - Aston Martin, Audi, Bentley, BMW Service, Jaguar and Land Rover, McLaren, MAN, Volvo and the most recent addition, INEOS.  We have over 25 businesses providing sales, service and accident repair services across Sussex, Surrey, Kent and Hampshire.

Established since 1931, we are a successful and progressive third generation family owned business.  In 2022 our turnover was over £600m and we now employ over 1000 valued members of staff. 

Our vision is ‘Powering Family Adventure’.  In other words, our brands, systems and people help power our customers adventures ensuring they feel both part of our family business and our company values.

81% of our employees responded to our engagement survey in 2022 with an increased engagement score of 9% on the previous survey, we are a safe bet for a job and a career!

 Key Purpose of Role

•        Managing the repair of vehicles in a timely manner and to brand standards

•        Delivery of first class customer experience

•        Achieving Manufacturer CEM targets

•        Responsible for multi-channel communications with customers in progress

•        Effective use of department Pinnacle system and standards

•        Creating a contact history through effective use of SMS

•        Upsell and authority for additional work identified

•        RSA & 1 Link Management

•        Collection and Delivery Control

•        Delayed work updates and Parts ordering

•        Full preparation for vehicle check out

•        Complaint Resolution

•        Inbound call handling & call back management

•        Full MOBEX management

Accountabilities for repairs, customer contact & CSI measures

•        Pre-Visit

•        Multi-channel contact with all booked customers – Pre-call

•        In progress

•        Receive inbound jobs confirming receipt of vehicle.

•        Minimum Daily Contact @ 11am, 2pm & 4pm 

•        Allocation of work to Team / Tech – Via Lead Technician

•        Additional work contact

•        Carry overs

•        Any vehicle requiring to be carried over to the next day must have contact with customer obtaining authority

•        All carry overs updated by 9.00 am following day

•        9 am update continues every day vehicle remains on site

•        Exception to daily contact only at customer request

Completed

•        Check paperwork satisfactory and deliver completion communication

•        Inform concierge and valet team of collection and 30 min SLA.

•        Pass to Admin team to generate invoice

•        Pinnacle customer messages responded to within 10 mins

•        Responsible for all inbound phone calls

•        Call back requests to be managed and actioned within 20 mins

•        Complaint log checked and updated

•        Low scoring Pinnacle Surveys to be responded to by Lead Controller

•        To be presentable to brand standards adhering to the company dress code at all time

•        Handle all internal and external customers and suppliers with courtesy and ensure the Harwoods experience is delivered to all contacts at all times

Skills and Experience

Demonstrable motor trade Service Advisor, technician or workshop control experience

Pay will be commensurate with experience and competencies

Experience in working as a team

Evidence of delivering against manufacturer CEM targets

Computer Literate with experience in learning new systems

Excellent verbal and nonverbal communicator