Body Shop Advisor

Swansway Group; Crewe; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Holidays that increase with length of…

Your Birthday off

Company Pension Scheme

Death in Service Benefit

Long service recognition

Annual flu jab

Discounts on products and services

Job summary

Blackburn Audi is seeking a motivated Body Shop Advisor to join our brand-new repair facility. You will be the main contact for customers from booking to collection, ensuring timely updates and a premium service experience.

You will handle enquiries by phone, email and walk-ins, greet customers, qualify work, and identify additional needs. You will drive high service standards and support ongoing customer satisfaction within the Swansway group.

Qualifications

• Attentive to customer needs with a focus on service quality.
• Willingness to upsell where appropriate and discuss additional work.
• Able to manage enquiries via phone, email and walk-ins and keep customers informed.

Responsibilities

• Provide a knowledgeable, responsive, and efficient service
• Manage all service telephone, email and walk-in enquiries
• Meet and greet customers, qualify work, and identify customer needs at drop-off
• Identify service improvements from customer feedback and share with management
• Ensure customer expectations are identified and managed throughout the service process
• Coordinate booking work and share information with the team
• Communicate progress updates and obtain authorisation for additional work
• Upsell retention products and services where appropriate
• Explain repairs and invoices during handovers for transparency
• Arrange payment for repairs

Skills

Customer service

Communication

Organised

Job description

Blackburn Audi is looking for an enthusiastic, organised and customer focused Body Shop Advisor to join the team at our brand new vehicle body repair facility.

This is an exciting opportunity for someone who enjoys working with customers, thrives in a busy environment and takes pride in delivering an exceptional level of service.

As a Body Shop Advisor, you will be the key point of contact for our customers throughout the repair journey. From the initial booking through to vehicle collection. You’ll ensure customers are kept fully informed and receive the high level of service expected from premium brands.

• Provide a knowledgeable, responsive, and efficient service
• Manage all service telephone, email and walk-in enquiries
• Meet and greet customers, qualify work, and identify customer's additional needs at vehicle drop-off
• Continuously seek to improve customer service feedback by identifying service improvement opportunities within the aftersales department and sharing any customer feedback with the management team
• Ensure customer expectations and requirements are identified, and successfully managed, throughout the service process including follow up
• Facilitate the efficient operation of the body shop; booking work accurately, gathering and sharing all relevant information with the team
• Efficiently manage customer communication through repairs with timely progress updates and gaining authorisation for additional work
• Maintain knowledge of retention products and services upselling where appropriate
• To discuss and up-sell additional work to the customer, where appropriate
• Be transparent and conduct efficient handovers fully explaining repairs and invoices for customers
• Arrange payment for repairs

Founded in 2003 by Michael Smyth and his three sons, David, Peter and John, Swansway has grown from five motor dealerships in Cheshire and the West Midlands to the 20 dealerships we have today. From Birmingham in the South to Carlisle in the North we partner with eleven brands including; Audi, Volkswagen, Land Rover, Honda and many more.

We’re expanding our own-brand, Motor Match our used sites, and we don’t stop at dealerships; we operate four Volkswagen Group Trade Part Centres, an Accident Repair Centre, a Group Fleet Sales Centre and an eBay shop re-cycling obsolete parts. All this is supported by our Head Office in Crewe.

But, it’s not what we do that makes us the company we are, it’s how we do it; it’s our family heritage that sets us apart, with the Smyth family playing a hands-on role in the day-to-day running of the business; we genuinely care about our customers and our Swansway family and that makes us a great place to work. We live by our caring, honest and proud values which is why our long service boards are brimming with names who’ve been with us five, ten and fifteen years!

• Holidays that increase with length of service
• Your Birthday off
• Company Pension Scheme
• Death in Service Benefit
• Long service recognition
• Annual flu jab
• Discounts on products and services that extend to your family and friends
• Cycle to work scheme
• Employee recruitment referral payments
• Employee assistance programme and counselling service
• Occupational health services
• Flexible working patterns
• Car Benefit Scheme for employee or family

When you join Swansway, you’re joining a family; so, if you enjoy, and thrive, in an inclusive family atmosphere.