Service Advisor

Arnold Clark; Sunderland; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Pension scheme

Holiday allowance 33 days

Retail discounts

Private healthcare

GP access via Simplyhealth

Maternity and paternity packages

Training and progression opportunities

Job summary

Arnold Clark is seeking a Service Advisor to deliver an outstanding experience for service and vehicle repair customers. You will be a warm, articulate communicator who can handle busy periods with professionalism and empathy.

This customer-facing role suits someone with prior service experience who loves exceeding expectations and achieving positive outcomes, while keeping accurate records and working within defined processes. A UK driving licence is essential.

Qualifications

• Experience in a customer service role is essential.
• Ability to liaise with workshop and bodyshop teams to progress work.
• Demonstrates strong communication and problem solving.
• Good IT and admin skills to manage records and invoices.

Responsibilities

• Handle customer requirements for service and vehicle repairs promptly and professionally.
• Coordinate with workshop and bodyshop to progress work through the system.
• Manage computer-based jobs, purchasing and invoicing to protect customer and company interests.
• Inform customers of faults or required repairs with clear, accurate explanations.
• Maintain customer records and service histories accurately and efficiently.
• Upsell where appropriate and keep knowledge of aftersales products up to date.
• Update the customer database to ensure accuracy.

Skills

Excellent customer service

Computer literacy

Multi-tasking

Strong communication

Organisational skills

Prioritise workload

Follow processes

Administrative skills

Full UK driving licence

Tools

IT systems

Job description

We Offer

• Pension scheme
• 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 environment
• Strong 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.