HGV Service Advisor

Cordwallis Group

About the role

HGV Service AdvisorJob AdvertDue to internal promotion, we have an opportunity for the right candidate to join our HGV Service Team at Cordwallis Heathrow.Cordwallis Group are a family business and that is just one of the things that sets us apart from other commercial dealerships!Operating since 1971, we are proud to operate dealerships for MAN Trucks, VW Commercials, Isuzu Trucks and Mercedes-Benz Trucks within the London area and Thames Valley.The HGV Service Advisor in our business, performs a pivotal role in the smooth running of the Heavy Vehicle Service Department. Acting as a central point of contact for our clients, you will provide relevant, accurate and timely information through each stage of our Service Core Process, ensuring that customer expectations are met and exceeded.Our HGV Service Advisors also maximise service and parts profitability through upsell of identified defects in a professional manner as well as loading the workshop schedule to maximise workshop capacity and utilisation.You will need to be able to think on your feet, retain information and adapt to the demands of the day. We are a busy commercial dealer and no two days are the same!Hours of work:40 hours per week across 3 alternating shifts Monday to Friday:5.30am to 2.30pm , 8.00am to 5.00pm , 10.00am to 7.00pmAll with 1 hour unpaid breakPlus 1 in 3 Saturday mornings, 7.00am to midday (paid at 1.5 overtime rate)Responsibilities:Understand and adhere to Service Core Process as set by the Brand and CompanyTo carry out a robust job preparation process; focussing on the detail to ensure all customer vehicle issues and information are captured and followed upInform customer of outstanding recall campaigns and arrange for work to be completedClarify for the customer and workshop the basis for the repair – Retail / Fleet / WarrantyCheck the account detail and level of credit left, obtain authorisation and obtain order numbers from customers.To promote additional workshop services/repairs where applicableDeal with customer needs over the phone and face-to-face with a professional and friendly approach.Carry out daily update calls to customers on vehicle progress in the workshopFollow up all ‘No Show’ bookingsWork in Progress (WIP) control for the deptUpdating VOR’s on Manufacturer platforms on a daily basisGaining authorisation for work required – either from the customer or via customer approval platformsTo cost the work completed and raise invoicesCarry out post workshop visit calls to ensure customers are happy with the experience and service providedAccept and process all walk-in bookingsProvide customers with timely updates of vehicle progression through the workshop, monitor expected completion times and advising of any unexpected delaysTo maintain vehicle history and service records in an accurate, efficient and timely manner in line with customer requirements and operator licence standardsTo maintain invoice filing in an accurate, timely and efficient mannerTo ensure parts are ordered/requisitioned once relevant authority is receivedTo ensure customer reception area is maintained to a high professional standard at all timesTo order/ arrange sub-contract workBuild rapport with all staff and customersTo ensure up to date knowledge and training on all franchise requirementsTo undertake such other tasks as may reasonably be requiredTo enhance the image and reputation of the company whilst supporting its commercial interestsTo comply with good health and safety practice, all statutory requirements, company policies and standard proceduresThe perfect candidate will have:Excellent attention to detailExcellent communication skills with customers and colleaguesExcellent customer service skillsExcellent interpersonal, verbal and written communications skillsProven organisational and administration skills.Proactive approach to workAble to work to deadlinesProblem solving skillsTechnical knowledgeAnalytical skills including working with statistical and costing informationAbility to work in a fast pace environment and multitaskWork on own initiative and as a team playerIdeally you will have industry experience within the world of automotive - whether that be HGV or Light Commercial vehicles!More about what Cordwallis Group can offer you:Multi manufacturer training programmes available – we will support you with your desired career progression level30 Days Annual Leave including Bank HolidaysAdditional leave with service loyalty (3yrs / 5yrs / 7yrs / 10yrs)Holiday + Purchase Scheme (up to 3 days available to purchase)Employer Statutory Pension SchemeFree Class IV MOT per yearMental Health First AidersReferral bonus if you introduce your technician friends (£1500!)Paternity pay – Full 2 weeks payPersonal Accident SchemeCorporate uniform providedCycle to work schemeWorking for a friendly family business!If this sounds like you, and you’re looking for a new challenge, please apply now!We look forward to hearing from you. Cordwallis Group are a family business and that is just one of the things that sets us apart from other commercial dealerships! Operating since 1971, we are proud to operate dealerships for MAN Trucks, VW Commercials, Isuzu Trucks and Mercedes-Benz Trucks within the London area and Thames Valley.