Automotive Service Advisor — Customer Experience & Upsell

Group 1 Automotive; Norwich; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

33 days annual leave

Exclusive retail discounts

Car discounts & servicing offers

Company pension scheme

Flexible working options

Cycle-to-work scheme

Wellbeing support

Healthcare access 24/7

Volunteer day

Share purchase plan

Referral rewards

Training & development

Life assurance

Job summary

Group 1 Automotive’s Volkswagen Norwich service team is seeking a Service Advisor to act as the main point of contact for customers while their vehicles are in for maintenance and repairs. You will ensure clear communication, promote additional services, and maintain strong customer relationships throughout the service journey.

The role involves welcoming customers, scheduling appointments, and keeping records up to date, with a focus on delivering trusted and transparent experiences in a

Qualifications

• Clear and effective communication with customers and colleagues.
• Proven track record in delivering high quality customer service.
• Ability to identify customer needs and upsell services.
• Strong time management and the ability to work under pressure.
• Experience in target-driven roles with demonstrable results.
• Must hold a valid UK driving licence.

Responsibilities

• Warmly welcome and engage customers in a friendly and professional manner.
• Keep customers informed on progress of repairs and maintain transparency.
• Develop product knowledge and participate in manufacturer-led training.
• Promote additional services and repairs based on technician recommendations.
• Schedule workshop appointments accurately and efficiently.
• Make pre-appointment customer calls to confirm bookings and address questions.
• Maintain accurate customer records in the system.

Skills

Excellent communication

Customer service

Upselling

Time management

Target driven

UK driving licence

Job description

Group 1 Automotive’s Volkswagen Norwich service team is seeking a Service Advisor to act as the main point of contact for customers while their vehicles are in for maintenance and repairs. You will ensure clear communication, promote additional services, and maintain strong customer relationships throughout the service journey.

The role involves welcoming customers, scheduling appointments, and keeping records up to date, with a focus on delivering trusted and transparent experiences in a