Aftersales Service Advisor Apprentice

BMW Group Retail; Bournemouth; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join a prestigious automotive brand as an Aftersales Service Advisor Apprentice. This exciting role offers a unique opportunity to learn and develop exceptional customer service skills while working in a dynamic service department. You will engage directly with customers, addressing their needs and ensuring a high level of satisfaction. With comprehensive training provided at the BMW Group Academy, you'll gain valuable insights into the automotive industry and the standards that set BMW apart. If you have a passion for customer service and a desire to excel in a fast-paced environment, this apprenticeship is the perfect step towards a rewarding career in the automotive sector.

Benefits

Training costs covered (travel, accommodation, food)

Mentorship from experienced professionals

Opportunities for career progression

Qualifications

• No prior experience required; full training will be provided.
• GCSE or equivalent in English, Maths, and one other subject is required.

Responsibilities

• Assist customers face-to-face and via phone, handling service bookings.
• Estimate time and costs for vehicle services and repairs.
• Liaise with technicians and keep customers updated on vehicle status.

Skills

Customer Service

Communication Skills

Organizational Skills

Interpersonal Skills

Teamwork

Education

GCSE Grade A*-C / 9-4 in English

GCSE Grade A*-C / 9-4 in Maths

GCSE Grade A*-C / 9-4 in One Other Subject

Job description

Marshall Bournemouth is looking for an Aftersales Service Advisor Apprentice.

Your role

We are currently recruiting for an Aftersales Service Advisor Apprentice. The successful applicant will have the opportunity to work with one of the world's most prestigious and technologically advanced car manufacturers. There are very few Customer Service Apprenticeships in the motor industry, and the BMW programme is regarded as being the leader in delivering the ultimate customer experience.

You will be working in a busy BMW/MINI Service Department. Your role will be focused on dealing with customers, who have high expectations and a varied range of needs and demands. As a result, you need to have exceptional interpersonal skills and be able to build rapport, as well as a desire to provide the highest level of customer service. This combined with excellent organisational and communication skills will enable you to deliver outstanding customer service, representing the high standards and reputation of the BMW/MINI brand.

Service Advisor specific duties include:

• Working face-to-face with customers within the Retailer
• Handling calls to the Retailer, including booking and scheduling vehicle services and repairs
• Estimating time and costs associated with vehicle services and repairs
• Handling and responding to customer complaints
• Interpreting initial customer concerns and liaising with the vehicle technicians
• Liaising with customers and keeping them updated of any additional work that may be required
• Tracking customer vehicles through the workshop during service and repair
• Advising customers on how to solve problems with their vehicles

All Aftersales Customer Service (Service Advisor) Trainees attend the BMW Group Academy UK in Berkshire for their off-the-job training. The apprenticeship will have a strong focus on the retail environment and the high customer service expectations of BMW & MINI customers, as well as Service Advisor specific training. The training takes place over a 12-month period at the BMW Group Academy and has been designed to suit both Parts and Service Advisor roles. During the time spent at your BMW Retailer, a mentor will be allocated to oversee the work-based learning programme. A BMW representative will also visit on a 12-weekly basis to set performance targets and ensure any development needs are being met.

Requirements and prospects

Desired skills:

• None, full training will be provided

Personal qualities:

• An enthusiasm for excellent customer service
• An interest in the automotive industry
• Good communication and organisational skills
• Honesty and trustworthiness with a willingness to learn
• A positive attitude and work ethic, with a high level of professionalism to represent the BMW/MINI brand
• Ability to work effectively as part of a team in a busy service department, as well as the capability to follow instructions and work individually

Desired qualifications:

Applicants are required to have, or predicted to obtain, GCSE Grade A*-C / 9-4 or Functional Skills Level 2 (or equivalent) in the following subjects:

• English
• Maths
• One other subject

Future prospects:

On successful completion of the apprenticeship, you will be a qualified Service Advisor. You will also gain a Level 2 Customer Service Practitioner. Following this, there are various opportunities for progression within the Retailer.

Things to consider:

Successful applicants must be prepared to travel to the BMW Group Academy in Berkshire to complete their apprenticeship training. Training is completed in one-week blocks approximately once every two months. All training costs are covered by the BMW Retailer (travel, accommodation, and food).

About the employer:

All Light Vehicle Technician, Aftersales Customer Service (Parts & Service), and Motorcycle Technician Apprentices will be employed at their local BMW Retailer, and will attend the BMW Group Academy for their training. The BMW Group Academy is based at Wokefield Park near Reading in Berkshire. All Bodyshop Technician (Paint & Panel) Apprentices will be employed at their local BMW Retailer or Bodyshop, and will attend our body training facility for their training. The body training facility is located in Milton Keynes.

Training provider:

While the programme will focus around customer service skills, also embedded within the seven weeks training will include the current certification training courses for the Service Advisor role. Additional technical and product awareness training will also be included.

Qualifications to be achieved:

• Level 2 Customer Service Practitioner
• Service Advisor Certification
• ERR (Employee Rights & Responsibilities) Workbook

Training provider:

INSPIRO LEARNING LIMITED

Applications for this apprenticeship are being processed by BMW Group Academy.