Customer Service Specialist

As a Senior Customer Service Advisor you will play a key role in developing a strong relationship with our customers and take on an additional level of responsibility with the completion of service processes whilst acting as an ambassador for the Hendy brand and delivering world‑class customer service.

Responsibilities

• Be the main contact for our customers bringing their vehicles in for an MOT, repair or service and deliver an exceptional experience.
• Lead operations on the front desk, coaching Service Advisors and Specialists.
• Delegate daily tasks accordingly, assisting the Team Leader and/or Service Manager.
• Ensure the customer database is updated and accurate.
• Support the profitability of the service department by using trained and professional sales techniques.
• Ensure customers are familiar with the variety of workshop services.
• Accurately record vehicle faults.
• Liaise with the service technicians to keep track of vehicles’ progress and ensuring the vehicle is ready for customer collection on time.
• Obtain authority and payments for repairs.
• Provide effective communication skills (verbal and written) in order to professionally interact with customers (face to face and over the phone).
• Exhibit excellent organisational skills.
• Manage time effectively to prioritise workload and meet tight deadlines.
• Be self‑motivated, energetic and enthusiastic.
• Have a good standard of verbal and numerical reasoning.
• Possess core computing skills (essential), including web systems, email and use of Excel, with a keen eye for detail.
• Have previous experience in a target‑driven role.
• Experience with CDK is desirable but not essential.
• Hold a full UK driving licence.

Company Overview

Hendy Group is a family‑run business with over 80 sites along the South Coast. At Hendy, we aim to deliver a premium experience as we have done for 165 years, all in an effort to achieve our vision of delivering 100% customer and colleague satisfaction; our forward‑thinking, progressive outlook perfectly complements our values with honesty, quality, care and customer service at the heart of the company.

Benefits

• Market‑leading base salaries up to £33k dependent on experience, plus bonus.
• Bespoke induction and learning programme and comprehensive ongoing training throughout your career.
• Enhanced family leave benefit.
• Life insurance.
• Bupa Healthcare Cash Plan for you and your family.
• Opportunity to join the company pension scheme.
• 25 days holiday (plus bank holidays), increasing with length of service.
• Discounts on new vehicle, used vehicle, service and parts purchases.
• Various perks and discounts with high street and online retailers and services.

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