Service Advisor
Job Description:
Key Responsibilities
Customer Service
Welcome customers in a friendly and professional manner.
Act as the first point of contact for customer enquiries.
Build positive relationships with customers.
Ensure every customer receives excellent service throughout their journey with Johnny's Garage.
Handle customer concerns and complaints professionally and effectively.
Vehicle Bookings & Administration
Manage service, repair, and MOT bookings.
Maintain an organized workshop diary.
Ensure vehicle information is accurately recorded.
Create and manage job cards.
Update customer and vehicle records within company systems.
Schedule work efficiently to maximize workshop utilization.
Customer Communication
Provide customers with updates throughout the repair process.
Explain vehicle faults, repairs, and service recommendations clearly and professionally.
Obtain customer authorization for additional work.
Ensure customers understand repair costs and timescales before work is carried out.
Follow up with customers after vehicle collection where required.
Sales & Revenue Support
Identify opportunities to recommend appropriate maintenance and repair work.
Present repair recommendations honestly and professionally.
Support workshop profitability through effective communication of recommended work.
Promote customer retention through excellent service and relationship management.
Assist in achieving departmental revenue and customer satisfaction targets.
Workshop Coordination
Liaise closely with the Workshop Foreman and technicians.
Monitor vehicle progress throughout the day.
Ensure customers are informed of any delays or changes.
Coordinate vehicle collection and delivery arrangements where required.
Support smooth communication between customers and workshop staff.
Documentation & Compliance
Ensure all paperwork is completed accurately.
Maintain customer records in accordance with company procedures.
Follow GDPR and confidentiality requirements.
Support compliance with company policies and procedures.
Ensure invoicing and payment records are completed correctly.
Continuous Improvement
Support implementation of company systems, procedures, and SOPs.
Participate in training and development activities.
Identify opportunities to improve customer experience and operational efficiency.
Contribute to the growth and professionalism of Johnny's Garage.
Required Experience
Essential
Previous experience in a customer service role.
Strong administration and organizational skills.
Experience managing multiple tasks in a fast-paced environment.
Excellent communication skills.
Good computer literacy.
Preferred
Previous experience as a Service Advisor.
Automotive or motor trade experience.
Experience working with workshop management systems.
Knowledge of vehicle maintenance and repair terminology.
Qualifications
Essential
GCSE English and Mathematics (or equivalent).
Full UK Driving License.
Desirable
Customer Service Qualification.
Automotive Service Advisor training.
Motor trade experience.
Skills & Competencies
Customer Service Skills
Excellent customer care.
Professional telephone manner.
Relationship building.
Communication Skills
Clear verbal and written communication.
Ability to explain technical information in simple terms.
Strong listening skills.
Organization Skills
Time management.
Attention to detail.
Prioritization and scheduling.
Personal Attributes
Friendly and approachable.
Professional and reliable.
Honest and trustworthy.
Positive attitude.
Team-oriented.
Solution-focused.
Performance Expectations
Performance expectations and Key Performance Indicators (KPIs) will be communicated separately through the Service Advisor Performance Framework and may be amended from time to time to reflect business requirements.
Performance may include assessment of:
Customer satisfaction
Booking efficiency
Customer retention
Revenue generation
Accuracy of documentation
Communication standards
Attendance and punctuality