Service Advisor vacancy - Harlow

We are looking for a Service Advisor to join the busy Service department at Gates of Harlow.

Gates of Harlow is known for delivering exceptional customer care and high-quality service. We take pride in our reputation, our people, and the experience we offer to every customer. We are seeking a highly organised and customer-focused Service Advisor to join our busy Service Department. This role is pivotal in delivering on our commitment to provide an exceptional experience for our customers. You will possess strong customer service mindset, smart organisational skills and complete all tasks set to the company standards.

Objectives:

• Greet customers and manage service enquiries in a friendly and professional manner.
• Ensure all activities contribute positively towards the overall department financial objectives.
• Integrate within the aftersales team to support the overall department goals.

Key Responsibilities:

• Book in customer vehicles for servicing, manage and follow up all work in progress on customer vehicles Liaise regularly with Customers/Workshop Controllers/Technicians to meet pre-arranged time frames.
• Establish rapport with and provide outstanding care to the customer whilst demonstrating the ability to work calmly under pressure.
• Identify and anticipate ways in which you can help the customer (effective problem solving) whilst also considering the importance of achieving business objectives, whether they be manufacturer standards or the sales and profitability of work undertaken.
• Ensure the customer understands the service charges, what work will be carried out and involve technical advisors to answer queries where necessary.
• Arrange/collect payment from customers over the telephone or in person.
• Introduce additional sales and profitability opportunities (service plans and other accessories). A bonus structure is in place to reward high achiever.

Minimum Requirements:

• Proven track record of success in a customer facing/service-based position.
• Possess the ability to work both independently and as part of a team.
• IT literate (experience using Keyloop advantageous).
• Excellent organisational skills and attention to detail.
• Excellent communication skills.
• Ability to work calmly and efficiently in a fast-paced environment.
• Outstanding customer handling skills.
• Self-motivated and professional.
• A full driving licence is essential.

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Gates are an equal opportunity employer. We do not discriminate on the basis of race, ethnicity, gender, age, religion, disability or other characteristics. Our hiring decisions are made using an unbiased approach and we are committed to creating an inclusive environment for all employees and candidates to feel welcome.

Reasonable adjustments: All interviews assess the skills of the job itself and should not put you at a disadvantage of your disability/condition. If you require reasonable adjustment, please let us know so we can accommodate you. To do this, please include your reasonable adjustment requirements during the application stage or contact the person who offered you an interview. You do not have to disclose your condition when you are applying for a role with us. The Equality Act 2010 defines a disabled person as someone who has a physical or mental impairment that has a substantial and long-term negative effect on their ability to do daily activities.