Senior Service Advisor — Customer Experience Leader

Group 1 Automotive; Ellesmere Port; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

33 days annual leave

Retail discounts

Car discounts & servicing offers

Company pension

Family-friendly policies

Cycle-to-work scheme

Healthcare access 24/7

Volunteer day

Share purchase plan

Refer a friend bonus

Training & development

Life assurance

Flexible working

Job summary

Group 1 Automotive in Ellesmere Port is seeking a Senior Service Advisor for Mercedes-Benz Cheshire Oaks. You will be the main contact for customers while their vehicles are serviced and repaired, delivering trusted experiences and maintaining clear communication.

You will develop product knowledge through training, promote additional services, manage appointments, and keep accurate customer records. Group 1 emphasizes flexible working and strong team support.

Qualifications

• Excellent communication skills and ability to engage with customers and colleagues.
• Proven experience delivering exceptional customer service.
• Ability to identify customer needs and opportunities for upselling.
• Strong time management skills and ability to work under pressure.
• Experience in a target-driven role with goal attainment.
• Must hold a valid UK driving licence.

Responsibilities

• Warmly welcome and engage customers in a friendly and professional manner throughout the day.
• Keep customers informed and updated on the progress of their vehicle repairs, ensuring transparency and trust.
• Develop and maintain comprehensive product knowledge, enhancing expertise through manufacturer-led training.
• Actively promote additional services and repairs based on Technician recommendations, helping customers maintain vehicle health and increasing service revenue.
• Schedule vehicles for appointments in the workshop efficiently and accurately.
• Conduct pre-appointment customer calls to confirm bookings, readiness, and address questions.
• Maintain precise and up-to-date customer records within our systems for effective service management.

Skills

Communication skills

Customer service

Upselling opportunities

Time management

Target-driven

UK driving licence

Job description

Group 1 Automotive in Ellesmere Port is seeking a Senior Service Advisor for Mercedes-Benz Cheshire Oaks. You will be the main contact for customers while their vehicles are serviced and repaired, delivering trusted experiences and maintaining clear communication.

You will develop product knowledge through training, promote additional services, manage appointments, and keep accurate customer records. Group 1 emphasizes flexible working and strong team support.