Service Advisor

Arnold Clark Group; City of Edinburgh; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

33 days holiday

Retail discounts

Private healthcare

GP access 24/7

Pension scheme

Parental leave packages

Training and progression

Job summary

Arnold Clark Group in Edinburgh is seeking a Service Advisor to deliver exceptional customer care at our service and vehicle repair centre. You will be the first point of contact for customers, ensuring a warm, professional experience from start to finish.

You will liaise with the workshop, handle customer requirements, maintain records, and provide clear, accurate information on faults and repairs. The role supports upselling appropriate services while upholding company standards.

Qualifications

• A passion for great customer service and the confidence to resolve issues efficiently and in a timely manner.
• Demonstrable computer literacy and knowledge of IT systems and applications.
• Ability to multi-task and adapt in a busy environment.

Responsibilities

• Handling all customer requirements for service and vehicle repairs in an efficient and professional manner.
• Liaising with the workshop and bodyshop to progress work through the system.
• Controlling all computer-based jobs, purchasing and invoice processes, ensuring the financial interests of the customer and the company are protected.
• Informing customers of faults or repairs found and providing clear solutions.
• Treating dissatisfied customers with empathy and understanding, ensuring issues are resolved.
• Maintaining customer records such as vehicle details and service histories accurately.
• Maintaining knowledge of aftersales products and services, upselling where appropriate.
• Updating the customer database to keep it current.

Skills

Customer service

IT literacy

Multi-tasking

Communication skills

Organisational skills

Prioritisation

Attention to detail

Driving licence

Administrative skills

Tools

IT systems

Job description

We offer:

• 33 days' holiday allowance with room to grow
• Generous retail discounts
• Private healthcare
• Simplyhealth – all employees have access to a GP 24/7 and can claim money back on medical and dental treatments
• Pension scheme
• Maternity and paternity packages
• Opportunities for training and progression
• And much more...

Hours

Full time: Monday - Friday 8am - 5.30pm and alternate Saturdays 8am - 12pm

About the role

Our Service Advisors are responsible for delivering and sustaining a fantastic experience for all our service and vehicle repair customers.

We're looking for an articulate, warm communicator who can give our customers the star treatment - whether it's first thing on a manic Monday or last thing on a Friday afternoon.

This customer-facing role will be a great fit for someone who's already worked in a customer service position, and genuinely enjoys exceeding expectations and creating positive outcomes.

Day-to-day duties

• Handling all customer requirements for service and vehicle repairs in an efficient and professional manner
• Liaising with the workshop and bodyshop to progress work through the system
• Controlling all computer-based jobs, purchasing and invoice processes, ensuring the financial interests of the customer and the company are protected
• Letting customers know of any faults or repairs found on their vehicle and provide them with clear and accurate solutions
• Treating any dissatisfied customers with empathy and understanding, reassuring them that we can solve any issues should they arise
• Maintaining customer records such as vehicle details and service histories accurately and efficiently
• Maintaining knowledge of aftersales products and services, upselling where appropriate
• Making sure the customer database is updated and accurate at all times

Essential skills

• A passion for great customer service and the confidence to resolve any issues that may arise efficiently and in a timely manner
• Demonstrable computer literacy and knowledge of IT systems and applications
• The ability to multi-task and be highly adaptable within a busy environmentStrong communication and influencing skills, with the ability to explain complex information accurately and concisely to help our customers
• Strong organisational skills to schedule work effectively, balancing the needs of the customer and the capacity of the workshop
• Able to prioritise your workload
• Ability and willingness to work within defined processes and guidelines
• Good core administration skills to accurately capture customer details to the required standards
• A full UK driving licence

Nice to have (but not essential)

• Experience of upselling products or services

Our Culture

Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do - diverse in our make-up, united in our goals.

To find out more about Life at Arnold Clark, visit our website.

Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.