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