Service Advisor

Pembrook Resourcing LTD; Cheltenham; On-site; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Training and development opportunities

Long-term career progression

Job summary

Pembrook Resourcing LTD is seeking an experienced Service Advisor in Cheltenham for an established automotive dealership. You'll be at the centre of the customer journey, working closely with the workshop to keep vehicles moving and customers informed from booking in to collection.

You’ll manage customer conversations, provide clear estimates, liaise with Technicians and the aftersales team, and build strong relationships to drive satisfaction and repeat business.

Qualifications

• Experience as a Service Advisor within an automotive dealership.
• Excellent communication skills, face-to-face and over the phone.
• Strong organisation and ability to manage competing priorities.

Responsibilities

• Book vehicles into the workshop and capture customer needs.
• Prepare accurate job cards with required information.
• Liaise with Technicians and workshop controllers and the aftersales team.
• Provide clear estimates and explain work to customers.
• Keep customers updated during repair and service.
• Obtain authorisation for additional work.
• Explain technical information without jargon.
• Advise on servicing and future maintenance.
• Ensure smooth handover and collection.
• Build strong customer relationships to drive satisfaction and KPIs.

Skills

Customer service experience

Communication skills

Organisation

Driving licence

Job description

Service Advisor

Cheltenham | £28,000 Basic Salary | £33,000 OTE

Good Service Advisors make a busy workshop feel effortless.

We're looking for an experienced Service Advisor to join an established automotive dealership in Cheltenham.

You’ll be at the centre of the customer journey, working closely with the workshop to keep vehicles moving, customers informed and expectations managed from the moment a vehicle is booked in through to collection.

If you know your way around a busy aftersales department, enjoy working with people and take pride in getting the details right, we'd like to talk.

The opportunity

This is a customer-facing role with plenty of variety. You'll be managing several vehicles and customer conversations throughout the day, balancing customer expectations with workshop capacity and making sure everyone knows what's happening.

You’ll be responsible for:

• Booking vehicles into the workshop and understanding exactly what the customer needs
• Preparing accurate job cards and making sure the right information is captured from the outset
• Liaising closely with Technicians, Workshop Controllers and the wider aftersales team
• Providing clear estimates and explaining recommended work in a way customers can understand
• Keeping customers updated throughout the repair and servicing process
• Discussing additional work and obtaining customer authorisation where required
• Explaining technical information without unnecessary jargon
• Advising customers on servicing, maintenance and future requirements
• Managing queries and resolving issues calmly and professionally
• Making sure vehicles are ready for collection and the handover is smooth
• Building strong customer relationships that encourage customers to return
• Working towards customer satisfaction, departmental and commercial KPIs
• Following dealership and manufacturer processes accurately

What we’re looking for

We're looking for someone who understands that great Service Advising is about more than booking cars in and handing over keys.

You’ll need to be confident with customers, commercially aware and organised enough to keep control when the workshop gets busy.

You’ll ideally have:

• Previous experience as a Service Advisor within an automotive dealership
• A good understanding of workshop and aftersales operations
• Excellent communication skills, both face-to-face and over the phone
• Confidence discussing recommended and additional work with customers
• Strong organisation and attention to detail
• The ability to manage competing priorities without losing sight of the customer
• A proactive approach to problem solving
• A positive, professional and team-focused attitude
• A full UK driving licence

Franchised dealership experience would be advantageous, but it isn’t everything. If you have strong automotive customer service experience and the right approach, we’re happy to have a conversation.

What’s on offer

• £28,000 basic salary
• £33,000 OTE
• Established automotive dealership
• Supportive aftersales environment
• Training and development opportunities
• Long-term career progression
• The opportunity to build on your automotive experience within an established team

Let’s talk

If you’re an experienced Service Advisor in or around Cheltenham and you’re open to hearing about something new, we’d like to hear from you.

You don’t have to be actively looking.

If you’re curious about the role, we’ll give you the full picture, answer your questions honestly and let you decide whether it’s right for you.

No pressure. No hard sell. Just a straightforward conversation about the opportunity and what you’re looking for next.

Please note: dealership details will be discussed confidentially with suitable candidates during the recruitment process.