Senior Service Advisor
Location: Guildford, Surrey
Salary: £35,000 – £44,000 OTE
Hours: Full-time, Monday–Friday with Saturday rota
About the Role
We are looking for an experienced and customer-focused Senior Service Advisor to join a busy and well-established Aftersales department in Guildford. This is a key role supporting the Service Manager, leading by example on the service desk, and ensuring high levels of customer satisfaction while driving service revenue.
Key Responsibilities
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Act as a senior point of contact for service customers
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Manage vehicle bookings, check-ins, and handovers
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Clearly explain work required, costs, and timescales to customers
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Upsell service, repair, and maintenance work in line with brand standards
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Support and mentor Service Advisors to improve performance
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Handle escalated customer concerns and resolve issues professionally
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Liaise closely with Workshop Control and Technicians to manage workflow
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Ensure job cards, invoicing, and service documentation are accurate
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Maintain manufacturer, FCA, and company compliance
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Achieve KPIs including CSI, upsell, and productivity
About You
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Previous experience as a Senior Service Advisor or an experienced Service Advisor ready to step up
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Strong customer service and communication skills
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Commercially aware with a focus on upselling and retention
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Confident handling complaints and complex queries
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Well organised and calm under pressure
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Experience using dealer management systems (Kerridge, Pinnacle, CDK, etc.)
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Full UK driving licence
What’s On Offer
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£35,000 – £44,000 OTE
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Manufacturer and in-house training
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Clear career progression opportunities
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Pension scheme and company benefits
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Supportive, professional Aftersales environment