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Senior Service Advisor

The Role

We are seeking an experienced and customer-focused Senior Service Advisor to support the smooth running of a busy Service department. This role combines frontline customer service with leadership responsibility, acting as a key point of support for both customers and the Service team.

You will play an important role in mentoring Service Advisors, managing complex customer queries and ensuring service processes run efficiently and compliantly.

Key Responsibilities

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Act as a senior point of contact for service customers, handling complex or escalated enquiries

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Support and mentor Service Advisors, helping to maintain high standards of customer service

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Manage service bookings, job allocation and workshop liaison

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Provide accurate repair advice, cost estimates and timescales

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Upsell service plans, repairs and maintenance work where appropriate

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Ensure service documentation and systems are completed accurately

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Maintain high CSI scores and customer satisfaction levels

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Support the Service Manager with daily operational tasks and reporting

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Ensure compliance with company processes, manufacturer standards and health & safety

The Ideal Candidate

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Proven experience as a Service Advisor, ideally in a senior or supervisory capacity

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Strong customer service and communication skills

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Confident handling complaints and complex service queries

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Organised, professional and able to multitask in a fast-paced environment

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Commercially aware with experience upselling service and repair work

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Good IT skills and experience using DMS / booking systems

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Full UK driving licence