Senior Service Advisor

Swansway Group; Preston; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Holiday entitlement increases with **T

Birthday leave

Company Pension Scheme

Death in Service Benefit

Long service recognition

Annual flu jab

Discounts on products and services

Cycle to work scheme

Employee referral payments

Employee assistance programme and coun

Occupational health services

Flexible working patterns

Car Benefit Scheme

Job summary

Swansway Group in Preston seeks a Senior Service Advisor to lead the front-of-house service team and deliver outstanding customer care across aftersales. You will manage workloads, coordinate with Workshop Controller, and drive upselling opportunities while maintaining high standards of customer satisfaction.

The role requires a proven dealership background, leadership capability, and a proactive approach to improving service experiences. A driving licence and drive for success are essential.

Qualifications

• Minimum 24 months experience in a dealership as a Service Advisor with progression to lead a team.
• Flexible team player capable of supporting the aftersales team during busy periods.
• Results focused and resilient.
• Good technical awareness of vehicles and components.
• Experience of upselling products or services.
• Must have a valid driving licence.

Responsibilities

• Provide knowledgeable, responsive, and efficient service.
• Manage and allocate Service Advisor workload day to day.
• Coordinate with Workshop Controller to prioritise jobs.
• Handle service telephone, email and walk-in enquiries.
• Greet customers, qualify work, identify additional needs at drop-off.
• Identify service improvements and relay feedback to management.
• Ensure customer expectations are identified and met throughout the service process.
• Facilitate efficient operation of the aftersales workshop and booking workflow.
• Communicate progress updates and obtain authorisation for additional work.
• Perform outbound calls to maximise workshop activity including MOT/reminders.
• Promote retention products and upsell where appropriate.

Skills

Team leadership

Customer service

Upselling

Vehicle knowledge

Driving licence

Job description

As a Senior Service Advisor for Swansway you’ll be reporting into the Aftersales Manager you will be responsible for the service and aftersales care of our customers. Our service area is busy and we have loyal customers who expect only the highest level of customer service. You will lead the front of Service Advisor team and offer outstanding customer care to our customers.

You will give every customer a personalised experience, impart your expertise and provide them with increased awareness and knowledge of their vehicle so that they leave our dealership feeling extremely satisfied every time while spotting upselling opportunities.

• Provide a knowledgeable, responsive, and efficient service
• Manage and allocate Service Advisor workload day to day
• Work closely with the Workshop Controller and ensure priority job cards are managed
• 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 aftersales department workshop, 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
• Conduct telephone activity to maximise workshop activity with MOT and service reminder calls etc.
• 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

Essential:

• Minimum of 24 months experience working in a dealership as a Service Advisor with stepping up to lead a team
• Flexible team player, able to undertake new tasks and use initiative to support aftersales team during busy periods
• Results focused, you will be resilient and overcome obstacles to succeed
• A good technical awareness or understanding of vehicles and components
• Experience of upselling products or services
• Must have a valid driving licence

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