Aftersales Service Advisor Apprentice

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

Job summary

An exciting opportunity awaits as an Aftersales Service Advisor Apprentice with a prestigious automotive brand. This role offers comprehensive training in customer service excellence, focusing on high standards and customer satisfaction. You'll engage directly with customers, handle their service needs, and learn from industry experts at the BMW Group Academy. With a supportive environment and a commitment to professional growth, this apprenticeship is a stepping stone to a rewarding career in the automotive sector. If you have a passion for cars and a drive to provide exceptional service, this is the perfect opportunity for you.

Benefits

Training costs covered (travel, accommodation, food)

Mentorship from experienced professionals

Opportunities for career progression

Qualifications

• Enthusiasm for excellent customer service and interest in the automotive industry.
• Good communication and organizational skills are essential.

Responsibilities

• Work face-to-face with customers and handle service bookings.
• Respond to customer complaints and provide vehicle advice.

Skills

Customer Service

Communication Skills

Organizational Skills

Teamwork

Problem-Solving

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

Berry Cobham is looking for an Aftersales Service Advisor Apprentice.

Your role

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 about 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.

Your profile

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 on customer service skills, embedded within the seven weeks of 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