Service Advisor

Vertu BMW; West Boldon; On-site; GBP 35,000 - 42,000; Full time

Benefits offered by this job

25 days holiday

Cashback platform discounts

Preferential service rates

Colleague purchase scheme

Share incentive scheme

Pension

Enhanced maternity & paternity

Job summary

Vertu BMW Sunderland is seeking an experienced Senior Service Advisor to lead our front-of-house team and deliver outstanding customer service from arrival to vehicle collection.

You will mentor Service Advisors, coach the team, support product/service recommendations, and drive high customer satisfaction and profitability in a fast-paced dealership environment.

Qualifications

• Previous experience as a Service Advisor within the motor industry.
• Experience mentoring, coaching, or supervising a team.
• Excellent communication and interpersonal skills.
• Passion for delivering exceptional customer service.
• Confidence in identifying customer needs and recommending appropriate products/services.
• Strong organisational skills and ability to prioritise in a fast-paced environment.
• Proactive, positive attitude and ability to motivate others.
• Good IT and administrative skills.
• Full UK driving licence.

Responsibilities

• Oversee and support the Service Advisor team on a day-to-day basis.
• Coach, mentor, and train team members to enhance customer service and sales performance.
• Support advisors in confidently presenting and recommending products and services that genuinely benefit customers.
• Monitor team performance and provide ongoing feedback to encourage continuous improvement.
• Ensure the front-of-house operation runs smoothly, delivering an exceptional customer journey at every stage.
• Assist with managing customer enquiries, bookings, and escalated concerns.
• Work closely with the workshop team to maintain effective communication and efficient workflow.
• Help maintain high standards of customer satisfaction, retention, and profitability.
• Lead by example with excellent communication, organisation, and customer care skills.

Skills

Leadership

Coaching

Communication

Customer service

Team management

Tools

IT skills

Job description

Here at Vertu BMW Sunderland, we are looking for an experienced, motivated, and customer-focused Senior Service Advisor to join our team. This is an exciting opportunity for someone who is passionate about delivering outstanding customer service while supporting and developing a high-performing front-of-house team. As a Senior Service Advisor, you will lead by example, overseeing the daily performance of our Service Advisors and ensuring every customer receives a professional, efficient, and positive experience from arrival through to vehicle collection. We are offering a £35,000 basic salary plus great company benefits! The Service Advisor role is one of the most exciting and important roles in our dealership. Like us, you know that customer service isn't just about providing a service - it's about building warm, trusted relationships. The role holder acts as the relationship manager between the customer and the workshop, ensuring our customer satisfaction levels are outstanding.,

• Oversee and support the Service Advisor team on a day-to-day basis.
• Coach, mentor, and train team members to enhance customer service and sales performance.
• Support advisors in confidently presenting and recommending products and services that genuinely benefit customers.
• Monitor team performance and provide ongoing feedback to encourage continuous improvement.
• Ensure the front-of-house operation runs smoothly, delivering an exceptional customer journey at every stage.
• Assist with managing customer enquiries, bookings, and any escalated concerns in a professional manner.
• Work closely with the workshop team to maintain effective communication and efficient workflow.
• Help maintain high standards of customer satisfaction, retention, and profitability.
• Lead by example, demonstrating excellent communication, organisation, and customer care skills. Previous experience as a Service Advisor within the motor industry.
• Experience mentoring, coaching, or supervising a team.
• Excellent communication and interpersonal skills.
• A passion for delivering exceptional customer service.
• Confidence in identifying customer needs and recommending appropriate products and services.
• Strong organisational skills with the ability to prioritise in a fast-paced environment.
• A proactive, positive attitude and the ability to motivate others.
Good IT and administrative skills.
• A full UK driving licence. We are proud to be the Motor Retailer who invests more in our colleague's personal development than any other, so if you are successful, you can look forward to on-going training opportunities that provide you with the right career path, career progression and a range of benefits you would expect from an employer of choice which includes:
• 25 days holiday rising with length of service - plus bank holidays
• Access to our online rewards platform giving you cash back and discounts for multiple retailers
• Preferential Service Rates
• Colleague Purchase Scheme
• Share Incentive Scheme
• Pension
• Enhanced Maternity & Paternity