Service Team Advisor

Sandown Mercedes-Benz; Poole; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Sandown Mercedes-Benz Poole is seeking a Service Team Advisor to manage the aftersales experience, welcoming customers, recording requirements and coordinating with the workshop to deliver high-quality service.

The role requires accurate data handling in Kerridge DMS, clear communication, and a proactive approach to advising on repairs and accessories, while ensuring timely invoicing and customer satisfaction. A full driving licence is required.

Qualifications

• Experience in a similar automotive aftersales role.
• Proficient with Kerridge automotive software.
• Strong attention to detail and organisation.
• Good understanding of customer needs and expectations.
• Must hold a full driving licence.

Responsibilities

• Greet customers and vehicles, confirm requirements and hand over to the workshop.
• Collaborate with workshop to achieve high performance and efficiency.
• Keep customers informed on status, provide cost estimates for repairs.
• Promote accessories and arrange fitting where applicable.
• Ensure data is captured in Kerridge DMS and updated as required.
• Raise repair orders and ensure work is completed on schedule.
• Ensure accurate invoicing and timely payment processing.
• Oversee subcontracted repairs and confirm completion.
• Utilise technical information and manufacturer systems effectively.
• Identify warranty parts and liaise with warranty team.

Skills

Attention to detail

Organisation

Automotive industry experience

Customer need anticipation

Maths GCSE C or above

Education

Maths GCSE (Grade 4/C or above)

Tools

Kerridge DMS

Job description

• Salary Competitive salary dependent on experience
• Contract Full-Time

An opportunity has arisen to join us as a Service Team Advisor at Poole. The Service Team Advisor is responsible for every aspect of a customers after sales experience. The main purpose of the role is to maximise workshop profitability whilst exceeding customer expectations and satisfaction.

Main Duties:

• To receive customers and their vehicles in a friendly and professional manner, discuss and confirm their requirements and take responsibility for the vehicle during its time at the Retailer.
• To work with the workshop team to achieve the highest possible levels of performance.
• Keeping customers informed of the status of their vehicle, giving comprehensive technical and commercial advice on the extent of work to be done and provide a cost estimate for repair work.
• Inform customers and potential customers about accessories and subsequent fitting of optional extras, promote any accessory campaigns.
• To ensure that collection and delivery drivers operate to schedule and meet customer and workshop expectations.
• To ensure all customer and vehicle data is correctly captured and loaded to the Kerridge DMS and updated as required.
• To ensure that repair orders are raised and processed according to the established guidelines and that work is completed to schedule and required standard.
• To ensure that invoicing is accurate and completed on time.
• To take responsibility for subcontracted repairs and ensure the work has been completed.
• Ensure that proper use is made of technical information and that it is understood how to use the manufacturers systems.
• To ensure all relevant warranty documentation and parts are identified and are kept for the warranty team.

Essential Skills Required:

• High levels of attention to detail and highly organised
• Background in a similar role within the automotive industry
• Knowledge of using Kerridge automotive computer system is essential
• Experience of anticipating and understanding customer needs and demands
• Maths GSCE at grade 4 (C) or above

Applicants will be expected to be immaculately attired as is befitting the Sandown Group and must hold a full Driving Licence.

Hours of work: 08:00 - 18:00 Monday to Friday (with one-hour unpaid lunch) with 1 late night finish at 18:30 per week and one early finish given in return.

Saturdays 08:00-14:00 on a rota basis will be required to be paid as overtime.

Total hours per week: 45.5