Service & Front of House Customer Service Advisor Renault, Dacia & Alpine – John Banks Group, Mercers Row, Cambridge Hours:8am to 5pm Monday to Friday Salary: Competitive, based on experience bonus scheme Location: Mercers Row, Cambridge Contract: Permanent Join One of the Busiest Franchised Workshops in Cambridge John Banks Group is expanding its Aftersales team at our Renault, Dacia & Alpine dealership in Mercers Row, Cambridge. With a 15-bay workshop, consistently high customer demand, and a strong manufacturer presence, we are looking for a friendly, organised, and customer-focused Service & Front of House Advisor to join our busy team. This is an exciting opportunity for someone who thrives in a fast-paced automotive service environment, where no two days are the same. About the Role As a Service & Front of House Customer Service Advisor, you will be the first point of contact for our aftersales customers. You will deliver an outstanding service experience from check-in to handover, ensuring customers feel valued, informed, and supported throughout their visit. You’ll work alongside our workshop team, technicians, service manager, and parts department to ensure smooth workflow, accurate communication, and timely completion of work. Key Responsibilities Customer Service & Front of House Welcome customers into the dealership and provide a friendly, professional first impression Manage the check-in and check-out process for all service, repair, warranty and MOT customers Handle incoming calls, emails, online bookings, and service enquiries Aftersales & Workshop Coordination Create job cards, update customer profiles, and schedule work in line with workshop capacity Liaise closely with the 15-bay workshop to ensure jobs are prioritised and deadlines met Support warranty work scheduling and ensure correct documentation is submitted for approval Digital Service Responsibilities Complete electronic check-in videos and confirm customer requirements Review technician Vehicle Health Check (VHC) videos before sending them to customers Contact customers with recommended repair work, prepare quotes, and gain authorisation Update customers throughout the day regarding progress, costs, and completion times General Aftersales Duties Take payments, issue invoices, and prepare service documentation Ensure high levels of accuracy with all bookings, paperwork, and warranty processes Maintain showroom and service reception presentation standards Support with courtesy car management and customer mobility solutions The Ideal Candidate We are looking for someone who is: Experienced in automotive aftersales or customer service (preferred but not essential) Confident, approachable, and able to build strong customer relationships Highly organised with excellent attention to detail Able to multitask in a fast-paced service environment Comfortable working with DMS/CRM systems (Pinewood, Pinnacle or similar) Competent using digital tools including video check-ins and VHC platforms Strong in communication, both written and verbal Able to work collaboratively with technicians, parts, and management teams Full UK driving licence required What We Offer Competitive salary with performance bonuses 22 days holiday bank holidays (rising to 26 with length of service) Manufacturer training with Renault, Dacia & Alpine Career progression across the John Banks Group Staff discounts on vehicles, parts, servicing & accessories Cycle to Work scheme Auto-enrolment pension Death in Service benefit Supportive and experienced aftersales team Modern facilities and professional environment How to Apply If you’re passionate about delivering excellent customer service and want to join a growing franchised dealership with a busy workshop and strong manufacturer support, we would love to hear from you. Please send your CV and brief cover note to: [email protected]