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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