Service Advisor - Automotive

John Banks Group; Ipswich; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Competitive salary

Company pension scheme

Staff vehicle and servicing benefits

Career development

Job summary

John Banks Group is seeking a proactive Service Advisor for Suzuki Ipswich on Felixstowe Road. You will be the main point of contact between customers and the workshop, ensuring a professional, friendly and efficient experience from booking through to handover and follow-up.

You will manage bookings, liaise with technicians and Aftersales colleagues, keep customers informed, and promote Suzuki Service Plans while maintaining accurate records and ensuring high standards of service.

Qualifications

• Two years automotive experience or similar customer-facing role.
• Excellent communication and organisation skills.
• Strong focus on customer satisfaction and follow-up.

Responsibilities

• Manage service, maintenance, MOT and repair bookings by phone, email and in person.
• Welcome customers and understand their requirements.
• Prepare job cards and record customer concerns and vehicle requirements.
• Co-ordinate with Service Manager, workshop controllers and technicians.
• Keep customers updated on progress and completion times.
• Explain recommended maintenance and repair work clearly.
• Produce estimates and obtain authorisation before additional work.
• Arrange courtesy vehicles and mobility needs.

Skills

Customer service

Communication

Organisation

Teamwork

Tools

Dealer management systems

Job description

John Banks Group is looking for an enthusiastic, organised and customer-focused Service Advisor to join our established Aftersales team at John Banks Suzuki on Felixstowe Road, Ipswich.

This is an important front-of-house role working closely with the Service Manager, technicians and wider Aftersales team, ensuring our customers receive a professional, friendly and efficient experience from the moment they make a booking through to the completion and follow-up of their vehicle's visit.

We are looking for someone who enjoys dealing with people, can manage a busy workload and understands the importance of keeping customers informed throughout their journey with us.

The Role

As a Service Advisor, you will act as the main point of contact between our customers and the workshop.

Your responsibilities will include:

• Managing customer service, maintenance, MOT and repair bookings by telephone, email and in person.
• Welcoming customers into the dealership and ensuring their requirements are clearly understood.
• Preparing job cards and accurately recording customer concerns and vehicle requirements.
• Liaising closely with the Service Manager, workshop controllers and technicians throughout the day.
• Keeping customers updated regarding progress, additional work requirements and expected completion times.
• Providing clear explanations of recommended maintenance and repair work.
• Producing estimates and obtaining customer authorisation before additional work is undertaken.
• Arranging courtesy vehicles and other customer mobility requirements where appropriate.
• Promoting and administering Suzuki Service Plans and other Aftersales products.
• Ensuring customers understand the benefits of maintaining their vehicle within the Suzuki authorised repairer network.
• Processing invoices and ensuring all work is correctly recorded before vehicle handover.
• Contacting customers following their visit to ensure they are satisfied with the service they have received.
• Managing future service and MOT reminders and helping to maintain strong customer retention.
• Supporting warranty and manufacturer processes where required.
• Working with the Aftersales team to maximise workshop utilisation while maintaining excellent levels of customer service.
• Ensuring customer records and data are maintained accurately on our systems.
• Helping resolve customer queries or concerns promptly and professionally.
• Supporting the Service Manager with the general day-to-day operation of the department.

About You

You will ideally have previous experience within an automotive Service Advisor, Aftersales Advisor or customer-facing dealership role, although we will consider applicants from other demanding customer service environments who have the right attitude and ability to learn.

You should be:

• Confident and professional when dealing with customers.
• An excellent communicator both face-to-face and over the telephone.
• Highly organised and comfortable managing several customers and jobs simultaneously.
• Able to remain calm and professional within a busy dealership environment.
• Commercially aware and confident discussing service plans, maintenance requirements and additional work.
• Comfortable using computerised booking and dealer management systems.
• Accurate with administration and attention to detail.
• A strong team player who enjoys working alongside workshop and Aftersales colleagues.
• Proactive about following up customers rather than simply waiting for enquiries.
• Focused on delivering a high standard of customer satisfaction.

Previous experience working with Suzuki or another manufacturer-franchised dealership would be advantageous but is not essential.

A full UK driving licence is required and the successful candidate should be over 21 for insurance reasons.

Why Join John Banks Group?

John Banks Group is a long-established, family-owned automotive dealer group representing a number of leading vehicle manufacturers across East Anglia.

We want our Service Advisors to build genuine long-term relationships with customers rather than simply process workshop bookings.

At Suzuki Ipswich you will be joining an experienced team and working directly alongside the Service Manager and wider Aftersales department, with the opportunity to become an integral part of the continued development of the business.

We offer:

• A competitive basic salary.
• Performance-related earning opportunities where applicable.
• Manufacturer and ongoing workplace training.
• Company pension scheme.
• Staff vehicle and servicing benefits.
• Holiday entitlement in accordance with Company terms.
• Opportunities for future career development within John Banks Group.

Experience

• At least two years' Automotive Experience