Senior Service Advisor – Job Description
Overview
We are seeking an experienced and customer-focused Senior Service Advisor to join a busy and high-performing service department. This role is ideal for a confident aftersales professional who can lead by example, support junior advisors, and deliver exceptional customer satisfaction while driving aftersales performance.
Key Responsibilities
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Act as a senior point of contact for service and repair customers
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Manage complex service cases, escalations, and complaints professionally
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Accurately book in work, raise job cards, and explain required repairs clearly
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Provide detailed cost estimates and obtain customer authorisation
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Liaise closely with workshop controllers and technicians to ensure smooth workflow
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Maximise service revenue through effective upselling of repairs, service plans, and additional work
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Support, coach, and mentor Service Advisors and Apprentices
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Assist with daily planning, diary control, and workshop loading
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Ensure warranty claims and manufacturer processes are followed correctly
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Maintain high CSI / customer satisfaction scores
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Ensure compliance with FCA, health & safety, and brand standards
Skills & Experience Required
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Proven experience as a Service Advisor within automotive or motorcycle aftersales
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Strong technical understanding of servicing and repair processes
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Experience handling customer complaints and complex cases
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Confident communicator with a professional, customer-first approach
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Commercial awareness with a focus on profitability
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Strong organisational and IT skills
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Ability to work under pressure in a fast-paced environment
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Full UK driving licence (essential)
Desirable
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Experience mentoring or supervising service teams
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Manufacturer or brand training
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Knowledge of warranty and recall processes
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Experience using dealership management systems (e.g. Kerridge, Pinewood, Autoline)
What’s on Offer
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Competitive basic salary with bonus structure
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Career progression into Aftersales Management
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Ongoing manufacturer and professional training
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Supportive and structured team environment
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Staff discounts and company benefits