Service Consultant

Pentagon Group; Stoke-on-Trent; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

31 days holiday

Recommend a Friend

Discounted days out

Retail discounts

Fully funded qualifications

Manufacturer training

Salary Finance

Employee Assistance Programme

Team Pension Scheme

Friends & family referrals

Discounts on products and services

Job summary

Pentagon Motor Group is recruiting a Service Advisor to join the Stoke-on-Trent team. You will deliver exceptional aftersales service, handle customer enquiries, and support the service department to ensure smooth workshop operations.

The role requires past experience in similar roles, a strong customer service mindset, and the ability to work in a busy environment with accurate administration and clear communication.

Qualifications

• Previous experience in a similar role.
• Experience in a busy, fast paced office environment.
• Excellent customer service skills and a positive can-do attitude.
• Ability to calmly manage difficult situations.

Responsibilities

• Deliver exceptional aftersales service and maintain customer confidence.
• Manage customer enquiries and promote value-added services.
• Coordinate workshop loading and maintain documentation and communication with customers.
• Act as a liaison between customers and the workshop to ensure a professional service.
• Provide clear information on repairs, costs, and timescales.

Skills

Customer service

Communication

Organisation

Team player

Calm under pressure

Job description

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 experienceEnjoy the buzz of a fast paced working environmentThrive in a team environmentThen this may be the opportunity for you!

Benefits

• 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?

• 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