Role summary
As a Service Advisor, you are the key link between customers and the workshop. You’ll manage the end-to-end service journey—from booking and vehicle handover through to authorisation, updates, invoicing, and return—ensuring an excellent customer experience while driving workshop efficiency and revenue.
Key responsibilities

• Welcome customers, understand concerns, and accurately record job requirements.
• Book vehicles in, create job cards, and confirm customer details, service history, and warranty status.
• Explain recommended works clearly (service schedules, diagnostics, repairs) and provide accurate estimates.
• Liaise with technicians and the Workshop Controller to plan work, prioritise jobs, and manage timelines.
• Obtain customer authorisation for additional work and communicate delays or changes proactively.
• Maintain regular customer updates via phone/email/SMS in line with agreed SLAs.
• Ensure correct parts/labour allocation, raise purchase/parts requests as required, and control costs where possible.
• Produce invoices, explain completed work, and handle payments, disputes, and goodwill requests appropriately.
• Upsell value-add services (e.g., tyres, brakes, service plans) ethically and in line with customer needs.
• Manage warranty and goodwill claims documentation where applicable.
• Ensure compliance with health & safety, GDPR/data handling, and internal process standards.
• Support customer satisfaction targets (CSI/NPS), handle complaints professionally, and follow through to resolution.

• Customer satisfaction (CSI/NPS), complaint rate and resolution time
• Labour sales and parts sales conversion / upsell rates
• Job card accuracy / invoice accuracy and reduced rework/credits
• Workshop loading efficiency and on-time delivery
• Average repair order value (AROV) and authorisation rates
• Warranty documentation accuracy and approval rates

Candidate profile (skills & competencies)

• Previous experience as a Service Advisor/Service Receptionist in a dealership or independent garage (preferred)
• Understanding of workshop processes, repair orders, and service scheduling
• Familiarity with DMS/workshop management systems (e.g., Kerridge/ADP/CDK/Auto-IT—depending on site)
• Full driving licence
• Technical knowledge or automotive qualification is an advantage, not always Upsell is value-based and contributes to profitability and safety outcomes
• Strong customer service and relationship management skills
• Clear communicator with confidence explaining technical concepts in simple terms
• Highly organised; able to manage multiple jobs and competing priorities
• Commercial awareness and ability to identify opportunities without being pushy
• Calm under pressure; strong problem-solving and complaint-handling capability
• High attention to detail (job cards, estimates, invoicing, compliance)