HGV Service Advisor

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: 42 hours per week across 3 alternating shifts Monday to Friday:

• Monday to Friday: 5:30am–2:30pm
• Monday to Friday: 8:00am–5:00pm
• Monday to Friday: 10:00am–7:00pm

All shifts include a 1‑hour unpaid break Plus 1 in 3 Saturday mornings: 7:00am–midday.

Responsibilities:

• Understand and adhere to Service Core Process as set by the Brand and Company.
• Carry out a robust job preparation process; focusing on 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.
• 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.
• Update VORs on manufacturer platforms on a daily basis.
• Gain authorisation for work required – either from the customer or via customer approval platforms.
• 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 advise of any unexpected delays.
• Maintain vehicle history and service records in an accurate, efficient and timely manner in line with customer requirements and operator licence standards.
• Maintain invoice filing in an accurate, timely and efficient manner.
• Ensure parts are ordered/requisitioned once relevant authority is received.
• Keep the customer reception area maintained to a high professional standard at all times.
• Build rapport with all staff and customers.
• Ensure up‑to‑date knowledge and training on all franchise requirements.
• Undertake such other tasks as may reasonably be required.
• Enhance the image and reputation of the company whilst supporting its commercial interests.
• Comply with good health and safety practice, all statutory requirements, company policies and standard procedures.

The perfect candidate will have:

• Excellent attention to detail.
• Excellent communication skills with customers and colleagues.
• Excellent interpersonal, verbal and written communication 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.

Ideally you will have industry experience within the world of automotive – whether that be HGV or Light Commercial vehicles.

More about what Cordwallis Group can offer you:

• Multi‑manufacturer training programmes available – we will support you with your desired career progression level.
• 30 days annual leave including bank holidays.
• Additional leave with service loyalty (3yrs / 5yrs / 7yrs / 10yrs).
• Holiday + purchase scheme (up to 3 days available to purchase).
• Employer statutory pension scheme.
• Free Class IV MOT per year.
• Mental health first aiders.
• Paternity pay – full 2‑weeks pay.
• Corporate uniform provided.
• Cycle to work scheme.
• Working for a friendly family business.