Senior Service Advisor

South West Auto Group; Warrnambool; On-site; AUD 70,000 - 90,000; Full time

Job summary

Warrnambool Toyota is seeking a Senior Service Advisor to lead the Service Department, balancing customer experience, workshop efficiency and team performance. The role offers a clear pathway to progression within the automotive industry.

You will coordinate day-to-day service operations, coach Advisors, manage warranty processes and ensure Toyota quality standards are met, all while driving strong business results and customer satisfaction.

Qualifications

• Ambitious, commercially minded professional seeking progressing role beyond frontline customer service.
• Experience as a Service Advisor, Workshop Controller or similar is valued.
• Ability to lead, influence and motivate a team with strong communication skills.
• Focused on achieving targets, KPIs and measurable business results.

Responsibilities

• Manage customer relationships from booking through to vehicle delivery.
• Coordinate and schedule workshop workloads to maximise productivity.
• Impact workshop capacity, open repair orders and work-in-progress.
• Coach and mentor Service Advisors.
• Handle escalated customer concerns and deliver exceptional outcomes.
• Oversee warranty processes and meet manufacturer requirements.
• Maintain high standards of quality, safety and customer satisfaction.
• Contribute to Toyota quality standards achievement.

Skills

Leadership

Communication

Customer focus

Team motivation

KPI tracking

Organisation

Job description

Warrnambool Toyota | Full-Time | Career Progression Opportunity

Ready to take the next step in your career?

Warrnambool Toyota is looking for an ambitious, commercially minded professional who is ready to step beyond the traditional customer service role and take ownership of a high-performing Service Department.

This is an opportunity for someone who wants more responsibility, more influence and a genuine pathway to career progression within the automotive industry.

As Senior Service Advisor, you will play a key role in driving the performance of the Service Department — balancing customer experience, workshop efficiency and team performance.

THE OPPORTUNITY

Working closely with the Fixed Operations Manager, you'll take an active role in coordinating the day-to-day performance of the service department team.

You'll be responsible for:

• Customer relationships from booking through to vehicle delivery
• Coordinating and scheduling workshop workloads to maximise productivity and efficiency
• Positively impacting workshop capacity, open repair orders and work-in-progress
• Coaching and mentoring Service Advisors
• Handling escalated customer concerns and delivering exceptional outcomes
• Overseeing warranty processes and ensuring manufacturer requirements are met
• Maintaining high standards of quality, safety and customer satisfaction
• Contributing to the achievement of Toyota quality standards

WHO ARE WE LOOKING FOR?

We're interested in the person, not just the resume.

You may already have automotive experience as a Service Advisor, Workshop Controller or similar.

Alternatively, you may be a strong business professional, operations coordinator, team leader or customer-focused manager who has the commercial mindset, confidence and ambition to transition into an exciting automotive role.

We're looking for someone who:

• Is commercially minded and understands that great customer experiences and strong business results go hand in hand
• Has exceptional communication and relationship-building skills
• Can confidently lead, influence and motivate a team
• Is organised, proactive and comfortable managing competing priorities
• Enjoys working with targets, KPIs and measurable results
• Has strong problem-solving and decision-making skills
• Takes ownership and isn't afraid to make things happen
• Wants to develop their leadership and operational management skills
• Is ambitious and genuinely looking to progress their career

Automotive experience is advantageous, but attitude, leadership potential and commercial capability are equally important.

Warrnambool Toyota promotes a culture focused environment, offering flexibility and a great work/life balance. This is a great opportunity to cement your career within a supportive and committed team. Continual training provided both in dealership and external at Toyota's Centre of Excellence Training Institute.
We are an Equal Opportunity Employer that encourages applicants of all backgrounds to apply.