Automotive Service Advisor – Customer Experience Lead

Inchcape Digital Limited; Lower Hutt; On-site; NZD 47,000 - 60,000; Full time

Job summary

Inchcape Wellington is seeking a customer-focused Service Advisor to join our Aftersales team. You will be the key link between customers and workshop operations, managing the end-to-end service experience from booking through to handover and payment.

You'll work with technicians and workshop controllers to ensure timely, quality service, keep customers informed, upsell where appropriate, and uphold warranty and dealership procedures. This is a fixed-term, full-time role based in Wellington.

Qualifications

• Customer-focused professional able to communicate technical information clearly.
• Automotive industry experience, ideally in Aftersales or Service Advisory.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Manage end-to-end customer service experience within the service department.
• Coordinate vehicle service bookings and repair orders.
• Prepare accurate service quotations and explain work required to customers.
• Liaise with technicians and workshop controllers regarding repair progress.
• Keep customers updated throughout the servicing and repair process.
• Upsell additional service and repair work where appropriate.
• Process customer payments and finalise repair orders.
• Coordinate loan vehicles, vehicle drop-offs and collections.
• Maintain strong customer relationships and deliver a Customer First experience.
• Ensure compliance with warranty, recall and dealership procedures.
• Support workshop productivity and service department performance initiatives.

Job description

Inchcape Wellington is seeking a customer-focused Service Advisor to join our Aftersales team. You will be the key link between customers and workshop operations, managing the end-to-end service experience from booking through to handover and payment.

You'll work with technicians and workshop controllers to ensure timely, quality service, keep customers informed, upsell where appropriate, and uphold warranty and dealership procedures. This is a fixed-term, full-time role based in Wellington.