Service Advisor

Role Summary

The Service Advisor acts as the primary point of contact between customers and the vehicle workshop. This role is responsible for managing the entire service process — from scheduling appointments and vehicle handovers to authorisation, communication updates, invoicing, and vehicle return. The goal is to ensure outstanding customer experience while enhancing workshop efficiency and revenue generation.

Key Responsibilities

• Greet customers, listen to their concerns, and accurately document job requests.
• Schedule vehicle appointments, create job cards, and verify customer details, service history, and warranty information.
• Clearly communicate recommended services including scheduled maintenance, diagnostics, and repairs, providing precise cost estimates.
• Coordinate with technicians and the Workshop Controller to organize workload, set priorities, and manage timelines.
• Secure customer approval for any additional work and proactively communicate delays or modifications.
• Provide timely updates to customers through phone, email, or SMS in line with service level agreements.
• Ensure appropriate allocation of parts and labor, submit purchase or parts orders as needed, and control costs when possible.
• Issue invoices, explain completed work to customers, and handle payments, disputes, and goodwill requests thoughtfully.
• Ethically promote supplementary services such as tyres, brakes, and service plans, aligning suggestions with customer needs.
• Manage accurate documentation for warranty and goodwill claims when applicable.
• Adhere to health and safety, GDPR, and internal process compliance standards.
• Support customer satisfaction targets by professionally managing complaints and guiding them to resolution.

Performance Metrics

• Customer Satisfaction Index (CSI) and Net Promoter Score (NPS)
• Complaint rates and resolution times
• Conversion rates for labor and parts sales, including upselling effectiveness
• Accuracy of job cards and invoices, aiming to minimize rework and credit notes
• Workshop efficiency in loading and on-time job delivery
• Average repair order value and authorisation rates
• Precision and approval rates related to warranty documentation

Candidate Profile

• Experience as a Service Advisor or Service Receptionist in dealerships or independent garages is preferable
• Knowledge of workshop operations, repair orders, and service scheduling procedures
• Familiarity with dealership management systems (DMS) such as Kerridge, ADP, CDK, or Auto-IT depending on the location
• Possession of a full driving license
• Technical or automotive qualifications are advantageous but not mandatory
• Excellent customer service and relationship-building abilities
• Effective communicator capable of simplifying technical information
• Organized and adept at handling multiple tasks and priorities simultaneously
• Commercially aware and able to identify business opportunities without aggressive selling
• Composed under pressure with strong problem-solving and complaint resolution skills
• High attention to detail in documentation, estimating, invoicing, and compliance requirements

Additional Information

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