Prestige Service Advisor

Location Five Oaks Audi
Working hours Full Time
Salary £28k OTE
Closing date 26/10/2016

Five Oaks Audi became Harwoods’ third Audi business in 2006 and is unique among the Audi network, having sales and aftersales departments on one site, together with an accident repair centre and fuel station. Situated in the hamlet of Five Oaks, 5 miles west of Horsham, we have approximately 50 employees here and pride ourselves on high levels of staff retention, customer satisfaction and loyalty.

Job Purpose

To be the point of contact for customers requiring servicing or repair to their vehicles.

Managing the flow of information between the workshop, the rest of the business and the customer, delivering excellent customer service and a memorable experience at all times.

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 safe working practices and abide by the working rules and standards of the business.
  • Maintain product knowledge on the full manufacturer range.
  • Maintain relevant systems ensuring accuracy at all times.
  • Adhere to any additional manufacturer requirements.
  • Comply with/adhere to all Harwoods policies and procedures.

Person Specification

  • Proof of Right to Work in the UK.

Experience & Technical Expertise

  • Smart appearance and well mannered.
  • Hardworking.

Positive attitude.

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


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


Harwoods has 5 key competencies which describe the behaviours expected of all employees (to be discussed at interview according to the specific requirements of the role):

Level: Team Member

Delivering Memorable Customer Service

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

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.


Job 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 sixteen 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.

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