Service Advisor: Customer Experience Lead (Automotive)

Group 1 Automotive; Shrewsbury; On-site; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Annual leave 33 days

Retail discounts

Car discounts

Pension scheme

Family-friendly policies

Cycle to work

Healthcare access

Volunteer day

Share option

Training & development

Life assurance

Flexible working

Job summary

Group 1 Automotive is seeking a Service Advisor for Volkswagen Shrewsbury to be the main contact for customers while their vehicle undergoes maintenance and repair. You will deliver outstanding and trusted experiences in our busy aftersales department.

You will engage customers, promote services, and coordinate appointments, supported by manufacturer-led training. The role fosters growth within a global automotive group with flexible working options available.

Qualifications

• Excellent communication and interpersonal skills for engaging customers and colleagues.
• Proven track record of delivering strong customer service in a fast-paced environment.
• Ability to identify customer needs and upsell relevant services.
• Strong time management and ability to work under pressure.
• Experience in target-driven roles with a results focus.
• Must hold a valid UK driving licence.

Responsibilities

• Warmly welcome and engage customers in a friendly and professional manner throughout the day.
• Keep customers informed and updated on the progress of their vehicle repairs, ensuring transparency and trust
• Develop and maintain product knowledge, including manufacturer-led training.
• Actively promote additional services and repairs based on technician recommendations.
• Schedule vehicles for appointments in the workshop efficiently and accurately.
• Conduct pre-appointment calls to confirm bookings and address questions
• Maintain accurate customer records in our systems.

Skills

Excellent communication

Customer service

Upselling

Time management

Target driven

UK driving licence

Job description

Group 1 Automotive is seeking a Service Advisor for Volkswagen Shrewsbury to be the main contact for customers while their vehicle undergoes maintenance and repair. You will deliver outstanding and trusted experiences in our busy aftersales department.

You will engage customers, promote services, and coordinate appointments, supported by manufacturer-led training. The role fosters growth within a global automotive group with flexible working options available.