Customer Service Advisor

Role overview

Hedin Automotive is hiring for a Customer Service Advisor at Mercedes-Benz of Brooklands. This position is central to providing a high-quality customer experience and helping the service department meet and exceed customer expectations.

About the company

Hedin Automotive works across multiple Mercedes-Benz locations in South London, including Brooklands, Croydon, West Bromley, and Dartford. The business is focused on delivering premium service and maintaining strong quality standards for its customers.

What the role involves

In this role, you will be the primary contact for customers throughout their service journey. The job calls for strong communication skills, a customer-first mindset, and confidence in handling service operations efficiently.

Key duties

• Provide a high standard of customer care by understanding each customer’s needs and expectations.
• Book service appointments and manage vehicle handover and check-in procedures.
• Work closely with technicians and the service team to share repair information and realistic completion times with customers.
• Respond to customer questions and guide them on service and repair choices.
• Keep records, paperwork, and customer information accurate and fully up to date.
• Follow Mercedes-Benz service processes and brand standards at all times.
• Offer and explain additional repair work where appropriate.

Ideal candidate

The right person will bring strong people skills, a genuine interest in customer service, and a collaborative attitude. Experience in a fast-moving automotive service environment is important, along with the ability to stay organised and calm under pressure.

Requirements and expectations

• Previous experience in customer service or as a service advisor in a busy automotive setting.
• Strong organisation and the ability to prioritise several tasks in a high-pressure environment.
• Confident communication skills and the ability to build good customer relationships.
• Experience using CRM systems and service management software.
• A proactive attitude and strong attention to detail.
• Commitment to high customer satisfaction and excellent service standards.
• Willingness to work well with wider team members.
• Right to work in the UK.
• Full UK manual driving licence.

Working pattern

The role is based at Mercedes-Benz and smart in Brooklands, KT13 0SL. The working pattern is 45 hours per week, Monday to Friday from 8:00am to 6:00pm, with occasional Saturdays on a rota basis and time off in lieu.

Benefits

• Competitive pay and benefits package.
• 25 days of annual leave plus bank holidays.
• Special discounts on Mercedes-Benz vehicles and accessories.
• Long service recognition awards.
• Life insurance cover.
• Employee assistance support for wellbeing and financial matters.
• Preferential rates for vehicle servicing and maintenance for the employee and family.
• Discounts on retail, dining, clubs, and activities through a membership scheme.
• Cycle to Work scheme.
• Pension plan enrolment.
• Opportunities for continued professional and personal growth.
• An inclusive, supportive, and energetic workplace.

Additional information

Hedin Automotive values equality and diversity and welcomes applicants from all backgrounds. The company carries out employment checks, including work authorisation and address verification, during recruitment. Hedin Automotive is part of Hedin Mobility Group, whose roots began in 1985 and which now operates in more than ten countries with over 8,300 employees.

Applicants are encouraged to submit their applications promptly due to the selective recruitment process.