Service Advisor: Customer Care & Upsell Specialist

Lithia; Tees Valley; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

33 days annual leave

Birthday day off

Family Leave Policies

Salary Sacrifice car scheme

Volunteer day

Long service milestones

Training and career growth

Cycle to work

High street discounts

Internal referral scheme

Job summary

Evans Halshaw Ford Middlesborough is seeking a Service Advisor to be the trusted link between customers and the workshop, ensuring every visit is seamless, transparent and stress-free. You’ll help maximise revenue through Vehicle Health Checks, service plan sales and aftercare products while delivering outstanding customer service in a fast-paced environment.

Training and support are provided to develop your skills and career.

Qualifications

• Customer-focused service mindset with a proactive sales approach.
• Strong communication, listening and rapport-building skills.
• Ability to identify customer needs and upsell effectively.
• Excellent organisation and time management in a busy workshop environment.
• Proficiency with Microsoft Office and dealership IT systems.

Responsibilities

• Act as key contact for service customers from check-in to post-visit follow-up.
• Understand customer needs and advise on safety-critical repairs and manufacturer recommendations.
• Promote and sell Vehicle Health Checks and service plans to customers.
• Support customer retention with forward-booking and tailored aftersales solutions.
• Coordinate with Technicians to ensure timely repairs and updates to customers.
• Manage courtesy car bookings, pick-ups/deliveries and appointment scheduling.
• Build knowledge of products and services to Represent the Lithia brand with pride.
• Contribute to team targets in labour sales, VHC conversions and CSI scores.
• Inform customers of available extras and value products to upsell.

Skills

Customer service

Sales

Communication

Organisation

Digital literacy

Tools

Microsoft Office

Dealership IT platforms

Job description

Evans Halshaw Ford Middlesborough is seeking a Service Advisor to be the trusted link between customers and the workshop, ensuring every visit is seamless, transparent and stress-free. You’ll help maximise revenue through Vehicle Health Checks, service plan sales and aftercare products while delivering outstanding customer service in a fast-paced environment.

Training and support are provided to develop your skills and career.