Service Advisor

Vertu Motors; West Boldon; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Company pension

Maternity/paternity benefits

Share incentive scheme

Colleague vehicle purchase

Preferential servicing rates

Rewards platform access

Manufacturer training

Career progression opportunities

Job summary

Vertu BMW Sunderland is seeking a Service Advisor to join our Aftersales team. You will be the link between customers and workshop, ensuring vehicles are serviced and repaired efficiently while keeping customers informed throughout their journey.

The role focuses on managing expectations, upselling beneficial products, and delivering a premium customer experience. We offer a competitive salary, structured training, and clear progression within Vertu Motors.

Qualifications

• Previous customer-facing service experience (essential).
• Excellent communication and relationship-building skills.
• Strong customer-first mindset.
• Good organisational and time-management abilities.
• The ability to work effectively in a fast-paced environment.
• Previous Service Advisor experience would be advantageous but is not essential.

Responsibilities

• Delivering an exceptional customer experience from booking through to vehicle collection.
• Managing service and repair appointments efficiently.
• Keeping customers informed throughout their vehicle's journey.
• Liaising closely with technicians and workshop colleagues.
• Advising customers on additional products and services where appropriate.
• Managing customer queries and resolving issues professionally.
• Following up with customers to ensure complete satisfaction.
• Supporting the achievement of departmental performance and customer satisfaction targets.

Skills

Customer service

Communication

Relationship-building

Time management

Organisational skills

Positive attitude

Fast-paced environment

Job description

We're offering a basic salary of £32,445, plus an excellent benefits package, ongoing training, and genuine opportunities for career progression.

Why Join Us?

As the key link between our customers and workshop team, you'll play a vital role in creating the premium experience that BMW customers expect. You'll be at the heart of the customer journey, ensuring every interaction is professional, seamless, and focused on delivering outstanding satisfaction. At Vertu Motors, we're committed to helping our colleagues succeed. Whether you're already working as a Service Advisor or have strong customer service experience, we'll provide the support and training needed to help you thrive.

About the Role

As a Service Advisor, you'll act as the relationship manager between our customers and the workshop, ensuring vehicles are serviced, maintained, and repaired efficiently while keeping customers informed every step of the way. You'll be responsible for managing customer expectations, communicating updates, and identifying opportunities to offer additional products and services that genuinely benefit the customer.

Key Responsibilities

• Delivering an exceptional customer experience from booking through to vehicle collection
• Managing service and repair appointments efficiently
• Keeping customers informed throughout their vehicle's journey
• Liaising closely with technicians and workshop colleagues
• Advising customers on additional products and services where appropriate
• Managing customer queries and resolving issues professionally
• Following up with customers to ensure complete satisfaction
• Supporting the achievement of departmental performance and customer satisfaction targets

Requirements

• Previous customer-facing service experience (essential)
• Excellent communication and relationship-building skills
• A strong customer-first mindset
• Good organisational and time-management abilities
• The ability to work effectively in a fast-paced environment
• A positive and professional attitude
• Previous Service Advisor experience would be advantageous but is not essential

Additional Information

At Vertu BMW Sunderland, we have an exciting opportunity for a Service Advisor to join our successful and customer-focused Aftersales team. This is your chance to represent one of the world's most prestigious automotive brands while developing your career with one of the UK's leading motor retailers. Most importantly, we're looking for someone who takes pride in helping customers and delivering a premium experience at every opportunity.

Build Your Career With Us

At Vertu Motors, we're proud to invest more in our colleagues' development than any other motor retailer. From structured training programmes to long-term career progression opportunities, we'll support you every step of the way. Whether your ambitions lie within Aftersales, management, or another area of the business, we'll help you unlock your potential.

Benefits Package

• £30,000 basic salary
• 25 days holiday, rising with length of service, plus bank holidays
• Company pension scheme
• Enhanced maternity and paternity benefits
• Share Incentive Scheme
• Colleague vehicle purchase scheme
• Preferential servicing rates
• Access to our online rewards platform, offering cashback and discounts with hundreds of retailers
• Ongoing manufacturer and internal training
• Excellent career progression opportunities across the Vertu Motors Group

Join the BMW Team

If you're passionate about customer service, enjoy building relationships, and want to be part of a premium automotive brand, we'd love to hear from you. If your application is successful, we will need to complete employment checks prior to you starting with us. For this role, these can include us verifying your recent employment, address, credit history and criminal record check.