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Service Advisor
Otto Car – Service Advisor (Full-Time, On-Site)
About the Role
Company Description
- Otto Car is Europe’s largest provider of electric vehicles to private-hire drivers, offering accessible and reliable PCO (Private Hire Operators) cars.
- The company removes barriers to entry (e.g., no credit checks) to enable more people to start or grow their private-hire careers.
- Since 2015, Otto Car has supported over twenty thousand drivers, empowering them with greater financial stability and independence.
- Core values: Customer-centric service, sustainable mobility, and long-term partnerships with drivers.
This is a full-time, on-site position based in the London area, United Kingdom.
Responsibilities The Service Advisor will:
- Welcome and support private-hire drivers, addressing their vehicle and service needs.
- Provide clear guidance on maintenance, repairs, and aftersales services.
- Manage bookings and coordinate with technical teams.
- Inform drivers (proactively) about service progress, costs, and timelines.
- Handle customer inquiries and resolve issues in a timely manner to uphold high customer satisfaction levels.
- Maintain accurate records in company systems (e.g., bookings, follow-ups).
- Promote and explain Otto Car’s services to drivers, exploring their needs and identifying upsell opportunities.
- Contribute to continuous improvement in customer-focused processes.
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Responsibilities (Expanded)
Key Duties
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Front-of-House Experience
- Greet drivers warmly and professionally, fostering trust.
- Assess service requirements (urgent vs. scheduled updates).
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Technical Clarity
- Explain maintenance procedures, repairs, and EV-specific services in accessible terms.
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Efficient Booking and Coordination
- Manage high-volume scheduling while maintaining strong communication with technical teams.
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Customer Satisfaction & Record-Keeping
- Track service updates, driver queries, and follow-up actions with meticulous accuracy.
- Ensure priority support for urgent service needs.
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Process Optimization
- Engage in feedback-driven improvements, identifying gaps in service efficiency.
Essential Qualifications
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Must-Have Skills
- Proven customer service expertise, with excellent Customer Service and Customer Satisfaction metrics.
- Ability to build trust and long-term driver relationships.
- Experienced automation industry (preferably automotive/EV mobility) support.
Communication
- Clear verbal/written explanations for technical details (e.g., EV maintenance timelines).
- Lending empathy and patience in conflict resolution.
Operational Efficiency
- Thrives in fast-paced environments, juggling multiple urgent requests.
- Strong organisation and time management, prioritising critical tasks.
Technological Proficiency
- Comfort with digital systems (e.g., scheduling tools, reporting software).
- Willingness to train on new Otto Car platforms if required.
Preferred Experience
- Prior work as a Service Advisor, Customer Support, or Front-of-House agent.
- Background in automotive services (including EVs) considered a PLUS.
All applications considered without job-role discrimination (inclusivity of talent central to our mission).
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