Service Advisor

SERVICE ADVISOR

Location: Newbury, Berkshire
Salary: £30,000 Basic | Up to £38,000 OTE + Company Benefits

OVERVIEW

An established automotive retailer is seeking a professional and customer-focused Service Advisor to join its busy Aftersales team in Newbury.

Acting as the key point of contact between customers and the workshop, the successful candidate will be responsible for delivering an exceptional customer experience, managing service bookings, providing accurate repair advice and ensuring all work is completed efficiently and to the highest standards.

This role would suit an experienced Service Advisor looking to join a successful dealership environment where customer service and team performance are highly valued.

KEY RESPONSIBILITIES

• Welcome customers and manage the service and repair process from booking through to vehicle collection.

• Accurately identify customer requirements and communicate these effectively to the workshop team.

• Prepare estimates, explain repair recommendations and obtain customer authorisation for additional work.

• Keep customers updated on vehicle progress throughout the day.

• Maximise service plans, maintenance packages and approved additional work opportunities.

• Ensure all documentation and job records are completed accurately.

• Liaise closely with Technicians, Workshop Controllers and Parts departments to ensure efficient workflow.

• Manage customer queries and resolve concerns in a professional manner.

• Deliver high levels of customer satisfaction and maintain manufacturer standards.

• Support the achievement of departmental performance targets and aftersales objectives.

CANDIDATE PROFILE

• Previous experience as a Service Advisor within an automotive dealership, independent garage or aftersales environment.

• Excellent customer service and communication skills.

• Strong organisational abilities with the capacity to manage a busy workload.

• Ability to explain technical information clearly and professionally.

• Confident using dealership management systems and computer-based platforms.

• Positive and proactive approach to customer care.

• Full UK Driving Licence preferred.

DESIRABLE EXPERIENCE

• Franchised dealership experience.

• Knowledge of manufacturer service processes and warranty procedures.

• Experience working within a fast-paced aftersales environment.

• Understanding of upselling and service retention initiatives.

KEY PERFORMANCE INDICATORS

• Customer satisfaction scores.

• Labour sales and service revenue.

• Additional work conversion rates.

• Service plan and maintenance package sales.

• Booking efficiency and workshop utilisation.

• Customer retention.

• Administrative accuracy and compliance.

PERSONAL ATTRIBUTES

• Friendly and approachable.

• Professional and customer focused.

• Organised and detail orientated.

• Team player.

• Positive and enthusiastic.

• Able to remain calm under pressure.

• Committed to delivering excellent customer service.