HGV Service Advisor Service & Support

Due 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 7.00pm
• All with 1 hour unpaid break
• Plus 1 in 3 Saturday mornings, 7.00am to midday (paid at 1.5 overtime rate)

• Understand and adhere to Service Core Process as set by the Brand and Company
• To carry out a robust job preparation process; focussing on the detail to ensure all customer vehicle issues and information are captured and followed up
• Inform customer of outstanding recall campaigns and arrange for work to be completed
• Clarify for the customer and workshop the basis for the repair – Retail / Fleet / Warranty
• Check the account detail and level of credit left, obtain authorisation and obtain order numbers from customers.
• To promote additional workshop services/repairs where applicable
• Deal 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 workshop
• Follow up all ‘No Show’ bookings
• Work in Progress (WIP) control for the dept
• Updating VOR’s on Manufacturer platforms on a daily basis
• Gaining authorisation for work required – either from the customer or via customer approval platforms
• To cost the work completed and raise invoices
• Carry out post workshop visit calls to ensure customers are happy with the experience and service provided
• Accept and process all walk-in bookings
• Provide customers with timely updates of vehicle progression through the workshop, monitor expected completion times and advising of any unexpected delays
• To maintain vehicle history and service records in an accurate, efficient and timely manner in line with customer requirements and operator licence standards
• To maintain invoice filing in an accurate, timely and efficient manner
• To ensure parts are ordered/requisitioned once relevant authority is received
• To ensure customer reception area is maintained to a high professional standard at all times
• Build rapport with all staff and customers
• To ensure up to date knowledge and training on all franchise requirements
• To undertake such other tasks as may reasonably be required
• To enhance the image and reputation of the company whilst supporting its commercial interests
• To comply with good health and safety practice, all statutory requirements, company policies and standard procedures

• Excellent attention to detail
• Excellent communication skills with customers and colleagues
• Excellent interpersonal, verbal and written communications skills
• Proven organisational and administration skills.
• Proactive approach to work
• Able to work to deadlines
• Technical knowledge
• Analytical skills including working with statistical and costing information
• Ability to work in a fast pace environment and multitask
• Work on own initiative and as a team player

More about what Cordwallis Group can offer…