Senior Service Advisor

Lookers Motor Group Limited; Newcastle upon Tyne; On-site; GBP 32,000 - 38,000; Full time

Benefits offered by this job

Service bonus £6,000 (uncapped)

Training & development opportunities

Inclusive workplace culture

Job summary

Newcastle Volkswagen, part of Lookers Motor Group Limited, is recruiting a Senior Service Advisor for a permanent full-time role. You will manage the full customer journey, coordinate MOTs, services and repairs, and act as service desk lead at times to support the management team.

You will bring exceptional communication, a customer-first approach, and automotive service experience. Kerridge/ADP knowledge is advantageous, and a UK driving licence is required.

Qualifications

• Experience in a service department within automotive retail.
• Ability to upsell and advise on warranty cover.
• Attention to detail in paperwork after service.

Responsibilities

• Communicating with customers for service, repair and MOT bookings.
• Advising customers about warranty cover and upselling parts/accessories.
• Liaising with Aftersales to organise and schedule appointments.
• Maintaining accurate customer records and updating systems.
• Supporting the Aftersales Manager and ensuring processes are followed.

Skills

Exceptional communication

Customer service

Teamwork

Target-driven

Kerridge / ADP knowledge

Tools

Kerridge / ADP

Job description

About us

We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland.

We believe our people are our greatest asset, and we’re committed to recognising the valuable contribution each person makes. That’s why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

Newcastle Volkswagen

Position: Permanent Full time

Hours: 42 hours per week between Monday - Friday 08:00 & 17:30 and Saturday on rota 08:00 to 12:30

Salary: up to £38,000 OTE (including basic of £32,000 plus bonus)

Are you an experienced Service Advisor looking to accelerate your career? Are you ready to increase your level of responsibility within the Service department?

As a Senior Service Advisor you'll take ownership of the full customer journey. You'll have excellent communication skills, demonstrated by arranging MOTs, Services and Repairs via telephone for our Customers. Also, you'll be expected to pay close attention to detail when finalising any paperwork after the Customer's car has left the garage. You'll be in charge of the Service desk at times, supporting the management team in order to continue providing Lookers first class customer service.

This role will enable you to continue progressing your career at Lookers, as you will benefit from continuous training opportunities through our in-house brand development as well as learning from the Aftersales Manager.

You must have previous experience working in the automotive industry to be considered for this opportunity. Having knowledge or Kerridge / ADP or other automotive systems would be a huge advantage.

You may be expected to drive some of the most prestigious cars on the market, therefore a full UK driving licence is a must.

Key Responsibilities

• Communicating efficiently with all Customers for Service, repair and MOT bookings
• Advising customers about warranty cover and upselling additional parts / accessories that will benefit the customer
• Liaising with the full Aftersales department to organise and schedule appointments, based on workload and call volumes
• Maintaining accurate customer records, and updating the systems when any bookings have been made
• Supporting the Aftersales Manager, and ensuring all processes are followed accurately by the other team members on the Service desk

Skills & Competencies

• Exceptional communication skills, with a customer-first approach
• Strong teamworking abilities, alongside effective organisation and time management
• Confidence working in a fast-paced, target-driven environment
• Service Advisor experience gained from a leading automotive dealer is essential.
• You’ll be energetic, have a warm personality and a real passion for delivering a first-class customer experience
• Previous experienceusing Kerridge / ADP would be an advantage, as well as having knowledge of other essential dealer systems.

What We Offer

• Competitive salary of £32,000 basic, plus Service Bonus of £6,000 (uncapped)
• Comprehensive training and development opportunities, with room to grow within Lookers
• A welcoming, inclusive, and supportive workplace culture focused on excellence and employee well-being.

Core Benefits

• Competitive salaries with structured pay scales and progression as you grow within the business
• Generous annual leave that increases with your length of service
• Enhanced family leave, including 6 months’ full pay for maternity and adoption leave, and 2 weeks’ full pay for paternity leave
• Access to Techscheme for discounted technology purchases with flexible payments

Health & Wellbeing

• Eyecare vouchers to help cover vision care needs
• Smart Health - 24/7 access to GP services to support your mental and physical wellbeing
• Dental insurance for everyday dental care and unexpected treatments
• Optional critical illness cover for peace of mind during life's most challenging moments

Financial Wellbeing

• MyView PayNow – access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app
• Free will writing services to help plan for the future
• Flexible life assurance options and partner life assurance for added protection

Leisure & Lifestyle

• Discounted gym memberships to support an active lifestyle
• Travel insurance to help you explore with confidence
• Access to home and technology vouchers
• bYond card and a wide range of exclusive retail and lifestyle discounts

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels.

Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date.

We take our data protection responsibilities very seriously and are committed to upholding and respecting your privacy rights. Information about how we will process your data including the types of data we collect, the purposes for which we use it, who we may share it with and how long we keep it are set out in our privacy notice. It also includes information about your individual privacy rights. Please make sure you read our Privacy Notice so that you understand how we may collect and use your data.