Job Overview
We're hiring a Senior Service Advisor Team Leader (Revenue & Conversion) to strengthen our front-of-house leadership and drive higher job acceptance and average invoice value through confident, ethical objection handling and disciplined follow-up.
This is a KPI-led role. You will be measured weekly and expected to perform under pressure. If you don't like targets, accountability, and being pushed outside your comfort zone, this role won't suit you. If you thrive on ownership and results, you'll fit in.
Pay: Competitive basic (dependent on experience) + performance bonus/OTE linked to conversion and average invoice value uplift.
What you'll be responsible for (Deliverables)
* Increase average transaction value through stronger customer conversations and value-led recommendations
* Improve job acceptance by converting declined work into booked work (follow-up discipline)
* Lead the front desk day-to-day: diary control, updates, expectations, escalations
* Coach the team on objection handling, call quality, and follow-up standards
* Keep performance and standards consistent when the manager is not on-site
* Track and report weekly KPIs: conversion, AIV movement, declined work outcomes, customer satisfaction/complaints
Day-to-day duties
* Handle inbound calls/messages and service reception professionally
* Create accurate bookings/job cards and communicate clearly with technicians and customers
* Explain work confidently and ethically (safety, value, options)
* Manage customer expectations and resolve issues calmly
* Maintain clean notes, updates, and follow-ups with zero "dropped balls"
Non-negotiables
* Motor trade front-of-house experience (Service Advisor / Service Reception / Workshop Admin or similar)
* Proven performance with KPIs (conversion / upsell / average invoice value influence)
* Strong written + spoken English (phone + WhatsApp/text updates)
* Calm under pressure, organised, accountable, and commercially switched on
* Comfortable being managed hard and held to a high standard
Application process (READ CAREFULLY)
To apply, you must answer the screening questions. Applications without full answers will not be reviewed.
We welcome applications from everyone and particularly encourage women to apply, as women are under-represented in motor trade leadership roles.
Responsibilities
* Lead, motivate, and develop a team of service advisors to deliver outstanding customer service and meet revenue targets.
* Oversee daily operations of the service department, ensuring efficient workflow and high-quality service delivery.
* Drive revenue growth through effective upselling of maintenance services, repairs, and parts by coaching team members on sales techniques such as auto estimating, service writing, and automotive diagnostics.
* Maintain strong relationships with customers by providing transparent communication about vehicle repairs, estimates, and timelines.
* Collaborate with technicians to ensure accurate diagnosis of issues like transmissions, oil changes, brake repairs, suspension work, tire services, diesel engine repairs, shocks & struts, air brake systems, alignments, and other automotive repairs.
* Manage cash handling procedures accurately while maintaining compliance with company policies.
* Monitor key performance indicators related to revenue, conversion rates, customer satisfaction scores, and technician productivity to identify areas for improvement.
Requirements
Essential (must-have)
* Proven record working to targets/KPIs (sales conversion, AIV/ATV uplift, upsell, retention, booking conversion—anything measurable)
* Strong objection handling: can turn "no" into "yes" ethically (value + trust, not pressure)
* Calm under pressure, organised, accountable (no excuses, no dropped balls)
* Strong written/spoken English (WhatsApp/text/email + phone)
* Comfortable being measured weekly and pushed to a high standard
* Willing to complete a paid trial shift as part of final selection
* Right to work in the UK
Preferred (not essential)
* Motor trade front-of-house experience (Service Advisor / Service Reception / Workshop Admin)
* Experience with garage systems (TechMan/Dragon2000/etc.)
* Experience coaching others / leading a desk
Job Types: Full-time, Permanent
Pay: £26,228.06-£37,482.29 per year
Benefits:
* Canteen
* Casual dress
* Company pension
* Employee discount
* Employee mentoring programme
* Flexitime
* Free parking
* On-site parking
* Store discount
* Transport links
Ability to commute/relocate:
* Hounslow TW3: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
* Are you comfortable being measured weekly on KPIs (conversion, average invoice value, follow-up outcomes) and being held accountable to targets?
Options: Yes / No (Reject "No")
* Give one example of a KPI you've improved in the last 12 months (e.g., conversion %, average transaction value, upsell rate). What was the before and after (or best estimate)?
(Reject if no numbers)
* A customer says "I'll do it later" to recommended brakes/tyres. Write exactly what you would say to convert this ethically (not pushy).
(120–200 words)
* Are you willing to complete a paid trial shift as part of the final selection process?
Options: Yes / No (Reject "No")
Work authorisation:
* United Kingdom (required)
Work Location: In person