Senior Service Advisor

Vertu Motors plc; Sunderland; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

25 days holiday

Online rewards platform

Preferential Service Rates

Colleague Purchase Scheme

Share Incentive Scheme

Pension

Enhanced Maternity & Paternity

Job summary

Vertu BMW Sunderland is seeking an experienced Senior Service Advisor to lead our front-of-house team and ensure exceptional service from arrival to vehicle collection.

You will coach the Service Advisors, handle customer queries, promote services, and maintain a positive customer journey, with a £35,000 base salary and attractive benefits.

Qualifications

• Experience as a Service Advisor in the motor industry.
• Experience mentoring, coaching or supervising a team.
• Excellent communication and interpersonal skills.
• Passion for delivering exceptional customer service.
• Ability to identify customer needs and recommend appropriate products/services.
• Strong organisational skills in a fast-paced environment.
• Proactive, positive attitude and ability to motivate others.
• Good IT and administrative skills.
• Hold a full UK driving licence.

Responsibilities

• Oversee and support the Service Advisor team on a day-to-day basis.
• Coach, mentor, and train team members to enhance customer service and sales performance.
• Assist advisors in presenting and recommending products and services that benefit customers.
• Monitor team performance and provide feedback for continuous improvement.
• Ensure front-of-house runs smoothly, delivering an exceptional customer journey at every stage.
• Manage customer enquiries, bookings and escalated concerns professionally.
• Work with the workshop team to maintain communication and efficient workflow.
• Maintain high standards of customer satisfaction, retention and profitability.
• Lead by example with excellent communication, organisation and customer care skills.

Skills

Service Advisor experience

Team leadership

Customer service

Communication skills

Organisational skills

IT literacy

Full UK driving licence

Job description

Vertu BMW Sunderland

Here at Vertu BMW Sunderland, we are looking for an experienced, motivated, and customer-focused Senior Service Advisor to join our team. This is an exciting opportunity for someone who is passionate about delivering outstanding customer service while supporting and developing a high-performing front-of-house team.

As a Senior Service Advisor, you will lead by example, overseeing the daily performance of our Service Advisors and ensuring every customer receives a professional, efficient, and positive experience from arrival through to vehicle collection.

We are offering a £35,000 basic salary plus great company benefits!

The Service Advisor role is one of the most exciting and important roles in our dealership. Like us, you know that customer service isn’t just about providing a service – its about building warm, trusted relationships. The role holder acts as the relationship manager between the customer and the workshop, ensuring our customer satisfaction levels are outstanding.

Key Responsibilities

• Oversee and support the Service Advisor team on a day-to-day basis.
• Coach, mentor, and train team members to enhance customer service and sales performance.
• Support advisors in confidently presenting and recommending products and services that genuinely benefit customers.
• Monitor team performance and provide ongoing feedback to encourage continuous improvement.
• Ensure the front-of-house operation runs smoothly, delivering an exceptional customer journey at every stage.
• Assist with managing customer enquiries, bookings, and any escalated concerns in a professional manner.
• Work closely with the workshop team to maintain effective communication and efficient workflow.
• Help maintain high standards of customer satisfaction, retention, and profitability.
• Lead by example, demonstrating excellent communication, organisation, and customer care skills.

About You

The ideal candidate will have:

• Previous experience as a Service Advisor within the motor industry.
• Experience mentoring, coaching, or supervising a team.
• Excellent communication and interpersonal skills.
• A passion for delivering exceptional customer service.
• Confidence in identifying customer needs and recommending appropriate products and services.
• Strong organisational skills with the ability to prioritise in a fast-paced environment.
• A proactive, positive attitude and the ability to motivate others.
• Good IT and administrative skills.
• A full UK driving licence.

Benefits

We are proud to be the Motor Retailer who invests more in our colleague's personal development than any other, so if you are successful, you can look forward to on-going training opportunities that provide you with the right career path, career progression and a range of benefits you would expect from an employer of choice which includes:

• 25 days holiday rising with length of service - plus bank holidays
• Access to our online rewards platform giving you cash back and discounts for multiple retailers
• Preferential Service Rates
• Colleague Purchase Scheme
• Share Incentive Scheme
• Pension
• Enhanced Maternity & Paternity

If your application is successful, we will need to complete employment checks prior to you starting with us. For this role, these can include us verifying your recent employment, address, credit history and criminal record check.