Provide our customers with a warm, inviting and streamlined experience. Service Advisors will be required to build strong and trusting relationships whilst delivering outstanding levels of efficiency and communication.
Be a knowledgeable and supportive point of contact for customers requiring servicing or repair to their vehicles.
Successfully manage the flow of information between the workshop, the rest of the business and the customer to guarantee highly satisfactory customer experience and to meet our brand standards.
Here at Southeast Motors, we highly value organisational, communication and time management skills along with a friendly smile.
Provide exceptional levels of customer service and ownership throughout your customer’s Harwoods experience.
Ensure a close relationship with the workshop to guarantee a high standard of communication for the customer. è Contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets.
Handle customer enquiries and queries promptly and efficiently to create and maintain customer loyalty and retention. è Confidently establish an understanding agreement with the customer of the work to be carried out.
Accurately maintain the service department loading system in line with workshop capacity.
Manage the handover and administration and explain the work carried out on vehicle ensuring customers full understanding and authorisation. è Understand and adhere to manufacturer service requirements.
Maintain safe working practices and abide high standards of the business. è Take on additional responsibilities as required by the business.
Essential
Full UK driving licence.
Organised.
Smart appearance.
Confident. è Ability to excel in a team-based environment and achieve common goals.
Delivering Memorable Customer Service
INDICATORS
Treats all customers with dignity and respect and is customer centric è Listens carefully to customer needs and accurately records customer information è Presents solutions to meet to customer needs and delivers è Builds good rapport and looks for ways to personalise the customer experience è Follows set customer satisfaction and experience standards
WHAT GOOD LOOKS LIKE
Consistently has a positive attitude, is often smiling
Acknowledges customers with eye contact and a greeting è Does what they say they will do è Good communicator at all levels High Performing Teams
INDICATORS
Understands how own role contributes to the success of Harwoods è Respects, values and supports other members of the team
Welcomes feedback constantly seeks to improve own skills and performance è Develops own knowledge and skills and shares information with colleagues è Collaborates with colleagues in other parts of Harwoods to maximise business opportunity and customer loyalty. Can see the value of their role in the business and how it impacts others è Interprets data for own role to understand performance and spot opportunities for improvement
WHAT GOOD LOOKS LIKE
Self-motivated and makes a positive contribution è Has a can-do attitude, seen and heard offering solutions è Builds healthy relationships with colleagues
Goes the extra mile, organised, reliable, consistent Commercial & Operational Excellence
INDICATORS
Understands KPI’s and performance targets for own role and team è Records information clearly and accurately è Prioritises tasks and resources to achieve targets è Understands and follows key operational processes consistently, understands how different processes fit together è Understands the factors that drive margin and profitability, and the effects of discounting è Spots opportunities to match customer need to products and services provided by the company
Confidently makes decisions within guidelines; understands when to escalate an issue
WHAT GOOD LOOKS LIKE
Can work well under pressure è Is target driven and is motivated by exceeding goals
Challenges the way we do things and recommends solutions è Actively seeks feedback Innovation & Improvement
INDICATORS
Demonstrates a positive, can do attitude when faced with new ideas or challenges è Sees change as an opportunity to learn and develop è Sees change as an opportunity to learn and develop è Willingly takes on new tasks and responsibilities è Spots problems and identifies areas for improvement è Works with colleagues to find better ways of doing things and implement new ways of working
WHAT GOOD LOOKS LIKE
Offers up ideas and suggestions for improvement è Is heard talking positively about change è Spots opportunities and acts è Shares best practice with others including with the BIG Brand Aligned
INDICATORS
An ambassador, knowledgeable expert of the brand and its products and services è Understands, describes and delivers the Vison, values and standards of Harwood’s and Manufacturer brands è Demonstrates interest and enthusiasm for the products and services provided and makes accurate comparisons to competitor products and services
Explains features, functions and benefits and links them to customer needs è Helps customers to get the most out of their vehicle
WHAT GOOD LOOKS LIKE
Passionate and loyal to the brand and product, a proud ambassador è Walks the talk when it comes to the brand values and proudly refers to the products they represent è Doesn’t have to be asked to look up the latest product information.
Desirable
Relevant experience in a customer facing role delivering excellent service.
