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14 days ago
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Service Advisor (Southampton Audi)


Harwoods Group
Salary: Competitive
Location: Portsmouth, Southampton, Fareham, Winchester, Salisbury
Job type: Permanent
Contact: Simon Boast
Sector: Dealership
Job Role: Service Advisor Jobs
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Context

Automotive retailer Harwoods Group, represents prestigious car brands Aston Martin, Audi, Bentley, Jaguar and Land Rover, as well as the truck brand MAN.  We have eighteen businesses across Sussex, Surrey, Kent and Hampshire.

Established since 1931, we are a successful and progressive third generation family owned business and rank #31 in the Sunday Times ‘Top Track 250’, which league tables the UK’s private companies with a turnover of <£650m and <5,000 staff.  In 2015 our turnover was £555m and we employed 900 people.

Our vision is to ‘create memorable experiences’, as we believe our primary role is to add maximum value to the customer journey.  We also aim to make working at Harwoods as memorable and enjoyable as possible and benefit from above average employee engagement.

With 91% of staff scoring positively when asked ‘I care about the future of Harwoods’, we’re a safe bet for a job and career.

*

Southampton Audi was purchased by Harwoods from the Testwood Motor Group in 2004 and is situated in the Chandlers Ford area of the city, servicing Southampton, Winchester and territory stretching east towards Fareham and west into the New Forest.  We operate a large retail sales department, along with a hugely successful service operation.  In all we have a team of around 70 people.  Southampton Audi also acts as the head office for our corporate sales division and will be responsible for the purchase and delivery of over 1,500 new Audi company vehicles.

Job Purpose

The role of the Service Advisor is to:

  • Be the point of contact for customers requiring servicing or repair to their vehicles.
  • Manage the flow of information between the workshop, the rest of the business and the customer.

Policies

All Harwoods employees are expected to comply with/adhere to all Harwoods policies and procedures and any additional manufacturer requirements relevant to their role.

Person Specification

Essential

  • Proof of Right to Work in the UK.  

Experience

Skills & Knowledge

Essential

  • Full UK driving licence.
  • Smart appearance.
  • Competency in numeracy, literacy and IT.

Desirable

  • Understanding of basic vehicle design, function and location of parts. 

Competencies

Harwoods has 5 key competencies which describe the behaviours expected of all employees.  For this role we are looking for applicants who can demonstrate all of the competencies below at the level described, as per the attached competency framework.

Delivering Memorable Customer Service

Provides customer service which creates ‘memorable experiences’ through meeting and exceeding customer expectations.

 

 

 

 

 

        Level:

Team Member

High Performing Teams

Supports others to continuously improve performance. Seeks feedback on own performance, takes responsibility for own development & demonstrates Harwoods values.

Commercial and Operational Excellence

Understands the drivers of business performance and uses them to optimise commercial opportunities. Plans and manages processes, resources workflows efficiently.

Innovation & Improvement

Demonstrates openness to change and improvement. Proactively looks for more effective ways of doing things.

Brand Aligned

Knowledgeable of, aligned to and ambassador for the brand and adheres to brand standards.

Key Responsibilities

  • To handle customer enquiries and queries promptly and efficiently.
  • Qualify service needs and diagnose vehicle running problems where appropriate. Establish understanding and an 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 of loan vehicles.  Explain the work carried out on vehicle ensuring customers full understanding and authorisation. 
  • Understand and adhere to manufacturer service requirements.
  • Maintain relevant systems ensuring accuracy at all times.
  • Maintain safe working practices and abide by the working rules and standards of the business.

 

 

 

 

 

 

 

 

 

 

 

 

 

 




Context

Automotive retailer Harwoods Group, represents prestigious car brands Aston Martin, Audi, Bentley, Jaguar and Land Rover, as well as the truck brand MAN.  We have eighteen businesses across Sussex, Surrey, Kent and Hampshire.

Established since 1931, we are a successful and progressive third generation family owned business and rank #31 in the Sunday Times ‘Top Track 250’, which league tables the UK’s private companies with a turnover of <£650m and <5,000 staff.  In 2015 our turnover was £555m and we employed 900 people.

Our vision is to ‘create memorable experiences’, as we believe our primary role is to add maximum value to the customer journey.  We also aim to make working at Harwoods as memorable and enjoyable as possible and benefit from above average employee engagement.

With 91% of staff scoring positively when asked ‘I care about the future of Harwoods’, we’re a safe bet for a job and career.

*

Southampton Audi was purchased by Harwoods from the Testwood Motor Group in 2004 and is situated in the Chandlers Ford area of the city, servicing Southampton, Winchester and territory stretching east towards Fareham and west into the New Forest.  We operate a large retail sales department, along with a hugely successful service operation.  In all we have a team of around 70 people.  Southampton Audi also acts as the head office for our corporate sales division and will be responsible for the purchase and delivery of over 1,500 new Audi company vehicles.

Job Purpose

The role of the Service Advisor is to:

  • Be the point of contact for customers requiring servicing or repair to their vehicles.
  • Manage the flow of information between the workshop, the rest of the business and the customer.

Policies

All Harwoods employees are expected to comply with/adhere to all Harwoods policies and procedures and any additional manufacturer requirements relevant to their role.

Person Specification

Essential

  • Proof of Right to Work in the UK.  

Experience

Skills & Knowledge

Essential

  • Full UK driving licence.
  • Smart appearance.
  • Competency in numeracy, literacy and IT.

Desirable

  • Understanding of basic vehicle design, function and location of parts. 

Competencies

Harwoods has 5 key competencies which describe the behaviours expected of all employees.  For this role we are looking for applicants who can demonstrate all of the competencies below at the level described, as per the attached competency framework.

Delivering Memorable Customer Service

Provides customer service which creates ‘memorable experiences’ through meeting and exceeding customer expectations.

 

 

 

 

 

        Level:

Team Member

High Performing Teams

Supports others to continuously improve performance. Seeks feedback on own performance, takes responsibility for own development & demonstrates Harwoods values.

Commercial and Operational Excellence

Understands the drivers of business performance and uses them to optimise commercial opportunities. Plans and manages processes, resources workflows efficiently.

Innovation & Improvement

Demonstrates openness to change and improvement. Proactively looks for more effective ways of doing things.

Brand Aligned

Knowledgeable of, aligned to and ambassador for the brand and adheres to brand standards.

Key Responsibilities

  • To handle customer enquiries and queries promptly and efficiently.
  • Qualify service needs and diagnose vehicle running problems where appropriate. Establish understanding and an 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 of loan vehicles.  Explain the work carried out on vehicle ensuring customers full understanding and authorisation. 
  • Understand and adhere to manufacturer service requirements.
  • Maintain relevant systems ensuring accuracy at all times.
  • Maintain safe working practices and abide by the working rules and standards of the business.

 

 

 

 

 

 

 

 

 

 

 

 

 

 





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