Service Administrator

Location Jaguar Land Rover Croydon
Working hours Full Time
Salary Excellent Basic
Closing date 29/12/2016

Job purpose

To be responsible for all administrative aspects of the service department, in accordance with company and franchise processes and policies.

Key Responsibilities

  • Record vehicle detail and customer requirements accurately and effectively.
  • Raise customer job packs in accordance with manufacturer requirements (to pass ABE audit) and 48 hours before the vehicle is due in.
  • Ensure upsell opportunities are recorded.
  • Call customers and remind them of their booking 24 hours beforehand.
  • Ensure customer requirements are fully understood and communicated in an effective manner to other members of the department.
  • Ensure 100% customer follow-up post visit.
  • Carry out self audits on all completed job packs to ensure manufacturer compliance.
  • 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.
  • Accuracy and attention to detail.
  • Ability to organise work independently.
  • Capable of working under pressure.


  • 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.


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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