Service Advisor - Milton Keynes

Midlands Truck & Van Ltd; Milton Keynes; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

Midlands Truck & Van is recruiting a Service Advisor for the Milton Keynes branch. You will warmly receive customers, discuss requirements, and take ownership of vehicles throughout their service.

The role includes liaising with teams to resolve issues, updating customers on costs and timelines, and promoting additional services. You will manage scheduling using the workshop loading tool, maintain accurate CRM records, and ensure documentation is complete.

Qualifications

• Experience in automotive service advisory or frontline customer service.
• Strong communication and interpersonal skills.
• Ability to identify customer needs and upsell services.

Responsibilities

• Greet customers and receive vehicles in a professional manner.
• Liaise with teams to resolve customer issues and keep informed of progress.
• Ensure work is completed on time to quality standards.
• Communicate costs and completion times clearly to customers.
• Assist with goodwill approvals and service/product recommendations.
• Build trusted customer relationships to encourage loyalty.
• Update customer records in the DMS/CRM system.
• Schedule workshop loading to maximise utilisation and profitability.
• Arrange courtesy vehicles when needed and manage bookings.
• Prepare job packs with required documentation.

Skills

Customer service

Communication

Sales

CRM

Scheduling software

Tools

Workshop loading tool

DMS system

Job description

Midlands Truck & Van is an approved Mercedes-Benz Franchised Commercial Vehicle Dealer with dedicated locations in Birmingham, Boston, Coventry, Dunstable, Milton Keynes, Peterborough, Wellingborough and Wolverhampton.

We are proud to offer New Van andNew Truck Sales, Used Van and Used Truck sales and Aftersales solutions including 24hr servicing and parts availability.
We are currently recruiting for a Service Advisor to join our team at our Milton Keynes branch.

• To receive customers and their vehicles in a friendly and professional manner, discuss and confirm their requirements and take responsibility for the vehicle and the customer during it’s time at the dealership
• Take ownership of customer issues and to liaise with relevant parties to form and present a satisfactory resolution for both the business and customer
• Ensure that the requested work is completed on time and to the expected standards according to established guidelines
• To keepcustomers fully and regularly informed of changes to costs and expected completion times/dates ensuring that all job extensions are authorised
• Ensure that the authorisation of goodwill is appropriate and has been considered in an appropriate way
• Develop and sell other (additional) services and products that would help the customer.
• Form and build customer relationships fostering trust and long term loyalty
• Validate & update DMS marketing records for existing customers or create record for new customers
• Use workshop loading tool to schedule and ensure maximum workshop utilisation and profitability through scheduled maintenance, repair, Service 24h and vehicle re-book work, ensuring that work is capable of completion in line with customer’s requirements.
• To ensure that any customer mobility requirements are arranged if required and maintain appropriate schedules for courtesy vehicles and collection and delivery drivers
• Raise job packs for vehicles, ensuring that all required supporting documentation/checks have been completed and recorded

Phone [phone]
Parts 01908 942433

Head Office: Midlands Truck & Van, 2 Cornwall Road, Cornwall Industrial Estate, Smethwick, Birmingham, B66 2JT