Customer Service Advisor - Aftersales at Birchwood Motors, Grangetown Community

Customer Service Advisor - Aftersales

Location: Birchwood Motors Preparation & Aftersales, Cardiff, CF11 8EQ

Contract: Full-time, Permanent (40 hours, Monday-Friday between 8:00am-5:00pm)

Salary: £25,000 - £28,000 Depending on Experience

Birchwood Motors is looking for an organised and friendly Aftersales Customer Service Advisor, with exceptional people skills to assist customers whose vehicles need to return to us for repair.

You will be the customer’s main point of contact, booking their vehicle into the workshop, recording the required information accurately and keeping them updated while the work is completed.

You will work closely with our technicians, suppliers and management team to help ensure repairs are completed as efficiently as possible.

Key responsibilities

• Speak with customers about vehicle faults and repair requirements.
• Book customer vehicles into the workshop.
• Accurately record vehicle and repair information on our in-house systems.
• Arrange suitable dates and communicate appointment details.
• Assist with sourcing and ordering required parts.
• Check the availability and expected delivery dates of parts.
• Liaise with technicians regarding repair requirements and progress.
• Keep customers regularly informed while their vehicle is with us.
• Notify customers of delays or changes to expected completion dates.
• Respond professionally to customer questions and concerns.
• Maintain accurate records of conversations, repairs and updates.
• Confirm when repairs are complete and arrange vehicle collection or return.

About you

You will be organised, approachable and comfortable speaking with customers. We are looking for someone who is attentive and who can assist our customers with the support they need at the highest level. You must be able to manage several repair bookings at once while maintaining accurate records and providing clear updates.

Motor-trade experience is desirable but not essential for the right candidate.

You should have:

• Excellent customer-service and communication skills.
• Strong organisation and attention to detail.
• Confidence using computer-based systems.
• The ability to manage a busy and changing workload.
• A calm and professional approach to customer concerns.
• The ability to work effectively with technicians and suppliers.
• A practical approach to problem-solving.

What we offer

• A varied role within an established independent motor retailer.
• Training on our systems and procedures.
• Support from an experienced workshop and management team.

Benefits Include

• 28 days holidays plus B/H
• Friends & Family discount on cars and repairs
• Company pension
• Cycle to work sheme