Crawfords is a leading agricultural and commercial vehicle dealership known for exceptional customer service, technical expertise, and long‑standing partnerships with premium brands. With multiple depots across the region, we pride ourselves on supporting customers with reliable machinery, expert servicing, and industry‑leading aftersales care.
Crawfords is seeking a confident, customer‑focused Commercial Vehicle Service Advisor to join our busy Charing depot. You’ll be the key link between our customers, technicians, and the wider service team ensuring every commercial vehicle is booked, repaired, and returned to the road efficiently and professionally.
This role suits someone who thrives in a fast‑paced workshop environment, enjoys problem‑solving, and takes pride in delivering exceptional customer service.
Key Responsibilities:
- Supervising and motivating a team of Technicians.
- Providing technical information for Technicians during repair operations.
- Complying with Health & Safety regulations and ensuring high standards of housekeeping and security are achieved and maintained within the workshop and surrounding areas.
- Compliance and adherence to current legislation.
- Ensure repairs are carried out according to manufacturer's procedures and in a safe and responsible manner.
- Provide a knowledgeable, courteous, responsive, and efficient service expressing the brand.
- Manage all service telephone, email and walk-in enquiries.
- Meet and greet customers, qualify work, and identify customer’s additional needs at vehicle drop-off.
- Continuously seek to improve customer service feedback by identifying service improvement opportunities within the aftersales department and sharing any customer feedback with the management team.
- Ensure customer expectations and requirements are identified, and successfully managed, throughout the service process including follow up.
- Facilitate the efficient operation of the Service department workshop, booking work accurately, gathering and sharing all relevant information with the team.
- Efficiently manage customer communication through repairs with timely progress updates and gaining authorisation for additional work.
- Conduct telephone activity to maximise workshop activity with MOT and service reminder calls etc.
- Maintain knowledge of retention products and services upselling where appropriate.
- Upselling of Service Plans
- Manage P.D.I process for new vehicles.
- To discuss and up-sell additional work to the customer, where appropriate.
- Be transparent and conduct efficient handovers fully explaining repairs and invoices for customers.
- Carry out external inspections where necessary prior to handover to customer.
- Achieve KPI targets.
- Part identification using supplier’s portals.
- Upselling of parts and accessories.
- Ensuring parts are regularly replenished, providing a swift service to workshop and other departments as well as trade/retail customers.
- Maintaining a display of goods in parts and sales areas. Accessories are to be displayed to a high standard and priced showing promotion of goods.
Experience and Attributes:
- Previous experience is essential within an Automotive aftersales environment or similar.
- Excellent customer communication skills and telephone manner essential.
- Must be computer literate and confident using Microsoft Word, Excel, and office.
- Ability to work under pressure and in a fast-paced environment.
- Good time keeping.
- Good attention to detail.
- Ability to manage and prioritise workload.
- Flexible when needed.
- Ability to multi-task.
- Ability to work to deadlines.
- Organised.
- Experience working with Ibcos Gold system would be an advantage, but not essential, as full training will be provided.
Benefits, Wellbeing and Development:
· Working Hours are 8:00am to 5:00pm Monday to Friday (half hour unpaid lunch).
· There will be a requirement to work weekends and additional hours for Shows
· Competitive salary: From £30,000 (dependant on experience, to be discussed at interview stage)
· 22 days holiday, plus 8 days Bank Holiday
· All training as required
· Crawfords Loyalty Scheme – Length of Service
· Employee Assistance Programme
· Private Healthcare Plan
· Company Pension (Age Dependent)
· Company Events and Offers
Job Type: Full-time
Pay: From £30,000.00 per year
Benefits:
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
- Store discount
Ability to commute/relocate:
- Ashford TN27 0AN: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (required)
Experience:
- commercial service: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
