Service Advisor

Stratstone Exotics; Tonbridge and Malling; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

33 days annual leave

Pension

Life assurance

Exclusive discounts on used cars

Leasing deals

Aftersales services

Job summary

Lithia UK is seeking a Service Advisor for the Stratstone Tonbridge JLR operation. You will be the primary touchpoint for service customers, driving premium experiences from check-in to follow-up and promoting safety-related services to protect roadworthiness.

You will upsell Vehicle Health Checks, service plans and aftersales products while coordinating with workshop technicians to ensure timely repairs and outstanding customer care.

Qualifications

• Dedicated to providing incredible service
• Driven to exceed expectations and meet KPIs in a fast-paced environment
• Digitally competent with strong working knowledge of Microsoft Office and dealership IT platforms
• Meticulously organised with ability to schedule work effectively
• Confident communicator who can capture customer details and upsell
• Passionate about the automotive industry and the Stratstone/JLR brand

Responsibilities

• Act as a key point of contact for service customers, ensuring a seamless, premium experience from check-in to post-visit follow-up
• Build trust by understanding customer needs and advising on safety-critical repairs, maintenance and manufacturer recommendations
• Promote and upsell Vehicle Health Checks, service plans, and aftersales products
• Collaborate with Technicians to ensure efficient repairs and keep customers informed
• Manage service functions such as courtesy car bookings, collections/deliveries and appointment scheduling
• Upsell available extras, accessories and value products

Job description

Stratstone Tonbridge JLR

Basic salary of £30,000, uncapped earning potential, pension, life assurance, 33 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales services.

As a Service Advisor at JLR you'll be the trusted link between our customers and workshop delivering an exceptional experience while confidently promoting and selling aftersales solutions and services that enhance vehicle safety and performance. With a strong focus on customer excellence and aftersales performance, you'll help maximise revenue through Vehicle Health Checks, service plan sales, and additional aftercare products.

Working with JLR you'll be at the heart of a forward-thinking retailer, representing one of the most prestigious automotive brands and backed by a team that's committed to your growth. We're looking for a Service Advisor who brings both experience and a sales mindset someone who is confident upselling services while being a trusted advisor to our customers.

Your Journey as a Service Advisor:

• Act as a key point of contact for our service customers, ensuring seamless, premium experience from check-in to post-visit follow-up
• Build genuine trust by having an in-depth understanding of each customer's needs and advising them on safety-critical repairs, maintenance work and manufacturer recommendations, ensuring they receive a clear understanding of the care their vehicles deserve
• Confidently promote and sell red and amber work identified through the electronic vehicle health check, helping customers make informed decisions that keep their vehicles safe, legal and roadworthy
• Proactively support customer retention by promoting Service Care Plans, forward-booking future work and offering tailored aftersales solutions
• Collaborating closely with our skilled Technicians to ensure efficient and timely repairs that exceed customer expectations, keeping customers fully updated along the way
• Manage service functions such as courtesy car bookings, collections/deliveries and effective appointment scheduling to keep operations running smoothly
• Building your knowledge and expertise on our products and services, ensuring you build a genuine passion for the brand and are motivated to represent it with pride and excellence
• Keeping our customers fully informed of all available extras, accessories and value products, whilst maximising the opportunity to upsell

Do you have what it takes to be a Stratstone colleague? We're looking for someone who is:

• Dedicated to providing an incredible service, fuelled by a genuine a passion for making our customers happy!
• Driven to exceed expectations and consistently achieve fantastic results through meeting KPIs and deadlines in a fast-paced environment
• Digitally competent, with strong working knowledge of Microsoft Office and dealership IT platforms.
• Meticulously organised, with the ability to effectively schedule work, balancing flexibility with our customers and workshop colleagues
• A confident communicator who can capture customer details accurately while identifying opportunities to sell and upsell products and services.
• Passionate for our industry, the people who work in it and the people we serve

What we can offer you:

• Enjoy 33 days annual leave (including bank holidays), giving you more time to relax, recharge, and do what you love
• Celebrate your special day with an extra day off on your birthday
• Our industry-leading Family Leave Policies ensure you're supported when it matters most
• Access a new car through our Salary Sacrifice scheme and enjoy a smarter way to drive
• Take a paid day to volunteer and give back to a cause close to your heart
• We believe in recognising dedication and loyalty, that’s why we celebrate long service milestone anniversaries
• Unlock your potential with tailored training and endless career growth opportunities
• Commute for less with our cycle to work scheme
• Access high street discounts to make the everyday a little more rewarding
• Know someone perfect for Lithia UK? Earn rewards through our internal referral scheme

At Lithia UK, our growth is powered by our people:

As one of the largest automotive retailers globally, we're passionate about transforming the future of personal transportation and setting new standards for exceptional customer experiences. Our values Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun fuel everything we do. Join us, and you'll be part of a team that embraces innovation, champions personal growth, and celebrates success together. If you’re ready to make an impact in an environment that empowers you to drive change, we'd love to have you with us on this journey.

Lithia UK are an equal opportunities employer, and we are proud members of Automotive 30% Club, Diversity in Retail and Inclusive Companies. We welcome all applications regardless of age, race, religion, disability, gender or sexual identity, marital status, socio-economic background or Veteran status. We will also consider qualified applicants with prior criminal convictions, in accordance with the law.

We want your recruitment journey to be unique to you and as accessible as possible. If you need any additional support with your application or have specific requirements at any stage, please let us know via email: [e-mail]. Our team will be happy to support you throughout every stage of the process.