Service Advisor

Swansway Group; Birmingham; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Birthday off

Pension scheme

Employee assistance

Long service recognition

Car Benefit Scheme

Cycle to Work

Holiday entitlement

Job summary

Swansway Motor Group is seeking a dynamic Service Advisor to join our aftersales team in Birmingham. As the face of the front-of-house, you will deliver exceptional service, greet customers, qualify work, and handle enquiries with clarity and care.

You will manage workshop bookings, communicate repair updates, upsell where appropriate, and support colleagues in a fast-paced dealership environment. A demonstrated customer-service mindset and driving licence are essential.

Qualifications

• Minimum 12 months' experience as a Service Advisor in a dealership environment.
• Flexible team player attitude to support the aftersales team.
• Results-focused with resilience and problem-solving.
• Strong technical awareness of vehicles and components.
• Experience in upselling products or services; valid driving licence.

Responsibilities

• Provide informed, responsive service via phone, email, or walk-ins.
• Meet and greet customers, qualify work, identify additional needs at drop-off.
• Seek continuous improvement within the aftersales department and share feedback.
• Book workshop tasks accurately and communicate effectively with customers and workshop.
• Provide timely updates on repairs and obtain authorisation for additional work.

Skills

Customer service

Communication

Upselling

Team player

Job description

Swansway Motor Group is seeking a dynamic and customer-focused Service Advisor to join our thriving team. As a Service Advisor, you will be the face of our aftersales department, delivering exceptional service and care to our valued customers at Swansway. With our strong commitment to customer satisfaction and an established reputation for excellence, you will have the opportunity to manage the front-of-house experience, ensuring that every customer leaves our dealership feeling thoroughly satisfied and well-informed.

In the role of Service Advisor, you'll be instrumental in managing and enhancing our customer service efforts. Your key responsibilities will include:

• Providing informed, responsive, and efficient service to all customers, whether via telephone, email, or walk-in enquiries.
• Meeting and greeting customers, qualifying work, and identifying additional needs during vehicle drop-offs.
• Continuously seeking customer service improvement opportunities within the aftersales department and sharing feedback with management.
• Facilitating the efficient operation of the aftersales department by accurately booking workshop tasks and ensuring effective communication.
• Managing customer communication effectively, providing timely updates on repairs, and gaining authorisation for additional work.

We are looking for a Service Advisor who possesses a blend of technical knowledge and stellar customer service skills. The ideal candidate should have:

• Minimum of 12 months' experience working as a Service Advisor in a dealership environment.
• A flexible team player attitude, with the ability to support the aftersales team during busy periods.
• A results-focused mindset, with resilience and the ability to overcome obstacles.
• A strong technical awareness or understanding of vehicles and their components.
• Experience in upselling products or services, with a valid driving licence.

Swansway Motor Group, established in 2003 by Michael Smyth and his sons, has proudly expanded to encompass 25 motor dealerships. Located in Cheshire and the West Midlands, extending from Birmingham to Carlisle, Swansway partners with prestigious brands like Audi, Volkswagen, and Land Rover, among others. We are in an exciting growth phase, expanding our own-brand Motor Match used car sites and continuing to support diverse operations such as our Group Fleet Sales Centre, Trade Part Centres and online eBay shop. Our unique family-run approach, with the Smyth family actively involved in daily operations, ensures a genuine care for both our customers and employees, fostering an inclusive and supportive atmosphere. This family ethos drives our commitment to excellence and is reflected in our remarkable teams and long service records.

Joining our Swansway family comes with numerous benefits designed to support your growth, well-being, and work-life balance:

• Increased holiday entitlement with length of service
• Enjoy your birthday off, on us
• Access to 24/7 Employee Assistance Programme and counselling services for you and your family
• Company Pension Scheme to secure your future
• Long service recognition that celebrates your dedication and contribution
• Discounts on products and services that extend to our family
• Access to our Car Benefit Scheme, for you and your family
• Participation in our Cycle to Work scheme

If you are a dedicated professional seeking to excel as a Service Advisor within an inclusive family-like atmosphere, your expertise could be the key to enhancing our customer journey. We look forward to welcoming you to our team!

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