Service Consultant

Pentagon Mazda; Stoke-on-Trent; Presencial; GBP 23.000 - 29.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

31 days holiday per year

Recommend a Friend Scheme

Discounted days out with family and朋友

Retail discounts

Fully funded qualifications

Manufacturer specific training

Salary Finance

Employee Assistance Programme

Pension scheme contributions

Referral payments

Family discounts

Descripción de la vacante

Pentagon Motor Group in Stoke-on-Trent is seeking a Service Advisor to join our busy service department. You will handle customer enquiries, promote value-added services, manage workshop loading and ensure thorough documentation and communication throughout the service journey.

The role requires delivering exceptional customer service in a fast-paced environment, strong organisation, and a professional, customer-centric approach to drive satisfaction and repeat business.

Formación

• Experience in a busy, fast-paced office environment.
• Exceptional customer service skills and a positive can-do attitude.
• Ability to calm and manage difficult situations.
• Enthusiastic, proactive team player mentality.

Responsabilidades

• Provide a high standard of courtesy and integrity when dealing with customers.
• Explain repairs, timescales and costs clearly to customers.
• Communicate updates via in-person, phone, text or email.
• Explain Visual Health Check (VHC) during customer check-in.
• Quote accurate repair times to maximise sold hours and labour revenue.
• Invoice retail work on the day of completion.

Conocimientos

Customer service

Communication

Team player

Organisational skills

Calm under pressure

Descripción del empleo

Job Introduction

Pentagon Motor Group have an amazing new opportunity for a Service Advisor to join their highly successful Stoke team.

If you . .

• Take pride in providing an excellent customer service experience
• Enjoy the buzz of a fast paced working environment
• Thrive in a team environment

Then this may be the opportunity for you!

Have you heard about our benefits?

When you join Pentagon, from Day 1 you'll have access to a comprehensive benefits package including:

• 31 days holiday per year (including Bank Holidays) that will increase with length of service.
• Recommend a Friend Scheme.
• Discounted days out with family and friends.
• Retail discounts saving £££'s on shopping and dining out.
• Fully funded, Nationally Recognised Qualifications.
• Manufacturer specific training.
• Salary Finance.
• 24 hour access to the Employee Assistance Programme and designated site Mental Health First Aiders.
• Team member Pension Scheme contributions.
• Friends & family Customer Referral Payments
• Discounts on products and services that we provide for family and friends.

We pride ourselves on offering exceptional training and development opportunities along with realistic career paths for each member of our Team.

What will you be doing?

The Service advisor is responsible for delivering exceptional aftersales service, enhancing customer confidence, and supporting the efficient operation of the service department. This role involves managing customer enquiries, promoting value-added services, coordinating workshop loading, and ensuring a high standard of documentation and customer communication. The Service Consultant acts as a key liaison between customers and the workshop, ensuring a professional and customer‑centric experience.

The working hours for this role are Monday to Friday, 08:30am – 17:30pmpm plus 1 in 3 Saturdays 08:00am - 12:00pm.

Key Responsibilities

• Provide a high standard of courtesy and integrity when dealing with customers and the public.
• Ensure customers fully understand the nature and cost of repairs, work required, and timescales involved.
• Communicate effectively in person and over the phone, text or email to keep customers updated throughout their vehicle’s service journey.
• When checking customers in, fully explain that we carry out a Visual Health Check (VHC) as a duty of care to help keep them safe and secure on the road.
• Clearly advise customers of any identified work, provide all the information they need to make an informed decision, and highlight the benefits of having Pentagon Motor Group carry out the work.
• Keep the customer updated on the progress of their vehicle and provide daily updates if the vehicle must remain at the dealership.
• On collection, fully explain all work completed and advise that they may receive a Net Promoter Score (NPS) survey regarding the service experience that you gave them.
• Always walk the customer to their vehicle or bring it to the door on collection.

Workshop & Job Management

• Receive and convert customer enquiries into confirmed bookings.
• Operate the workshop loading system to maximise technician efficiency and minimise idle time.
• Take full responsibility for your own job repair orders (WIP), ensuring that you accurately invoice all retail work the same day it is completed.
• Ensure you are quoting the correct repair times on all repair orders to maximise sold hours and labour revenue.

Who are we looking for?

You Will Need To Have

• Previous experience working in a similar role.
• Experience of a busy, fast paced office environment.
• Exceptional Customer Service skills and a positive can do attitude.
• The ability to calm and manage difficult situations.
• Unlimited confidence, resilience, drive, energy and talent along with a professional manner.
• Excellent organisation skills and the ability to demonstrate a methodical approach to your workload.
• Strong administration skills and excellent attention to detail.
• Willingness to learn and develop
• An enthusiastic, team player mentality.

Previous experience working within a Motor Trade Aftersales setting would be advantageous for this role.

Why choose us?

At Pentagon, we believe that diversity and inclusion are fundamental to our success.

We are committed to fostering a workplace where every individual is valued, respected, and empowered to contribute their unique perspectives and talents.

Our values are chosen and driven by our colleagues, incorporating , trust , respect , integrity and communication , to create and maintain a positive , collaborative culture.

Our vision, is that we believe that by embracing the perspectives and talents of every individual, we can drive meaningful change and create a more inclusive automotive industry for generations to come.

For more information on why becoming a member of the Pentagon Motor Group team is an amazing career choice head over to our website!

https://www.pentagon-group.co.uk/recruitment