Role Purpose
The Customer Service Advisor plays a key role in delivering outstanding customer service while actively contributing to the commercial success of the Aftersales department. This role is responsible for managing customer bookings, maximising workshop loading, and identifying upsell opportunities through Vehicle Health Checks (VHCs) and service recommendations.
The individual will take ownership of customer interactions from initial contact through to post-visit follow-up, ensuring high levels of customer satisfaction (CSI/NPS) while converting opportunities into revenue. This position blends customer care with a strong focus on sales, retention, and proactive customer engagement.
Key Responsibilities
Customer Experience & Satisfaction
- Deliver a professional, friendly, and efficient service across all customer touchpoints.
- Take ownership of Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) performance, ensuring manufacturer targets (minimum 85 NPS) are consistently achieved.
- Proactively follow up with customers post-visit to gather feedback, resolve concerns, and reinforce a positive experience.
- Handle customer queries and concerns confidently, ensuring timely and effective resolution.
Bookings & Workshop Loading
- Manage inbound and outbound booking enquiries, converting all opportunities into confirmed workshop appointments.
- Proactively contact customers from the database for upcoming services, MOTs, and maintenance requirements.
- Maximise workshop efficiency by ensuring diary utilisation is optimised at all times.
- Confirm appointments through pre-call activity, ensuring accurate information and readiness for visit.
Upselling & Revenue Generation
- Actively promote additional work identified through Vehicle Health Checks (VHCs), clearly explaining benefits and urgency to customers.
- Identify and convert upsell opportunities, including repairs, maintenance items, and service plans.
- Present recommendations in a clear, confident, and customer-focused manner to maximise conversion rates.
- Promote and sell service plans, highlighting long-term value and customer benefits.
Service Team Collaboration
- Work closely with Service Advisors and Technicians to ensure seamless communication of customer needs and VHC findings.
- Support the service team with pre-calls, follow-ups, and daily operational tasks.
- Ensure all customer records and interactions are accurately recorded within CRM systems.
- Maintain consistent brand standards across Stellantis customer interactions.
Key Skills & Attributes
- Strong communication skills with the ability to influence and build trust quickly.
- Commercial awareness with a proactive approach to identifying sales opportunities.
- Customer-focused mindset with a passion for delivering high-quality service.
- Confident in upselling and handling objections professionally.
- Highly organised with strong attention to detail and time management skills.
- Team player with the ability to take ownership and work independently.
Experience & Qualifications
- Previous experience in a customer service or service advisor role, ideally within automotive or a target-driven environment.
- Proven track record in achieving sales, booking, or customer satisfaction targets.
- Experience using CRM or dealer management systems.
- Knowledge of Dealership processes (desirable but not essential).
Performance Indicators
- Achievement of Manufacturer CSI/NPS objectives (minimum 85 NPS).
- Workshop diary utilisation and number of bookings generated.
- VHC upsell conversion rates and additional revenue generated.
- Service plan sales and overall conversion performance.
- Customer feedback and complaint resolution effectiveness.
Working Hours:
Monday to Friday: 8:00 am – 6:00 pm with 1 hour lunch break
Saturday: 8:30 am – 12:00 pm (one in four on a rota basis)
Why Join Us?
This is a dynamic and commercially focused role at the heart of our Aftersales operation. As a Customer Service Advisor, you are not only responsible for delivering excellent service but also for driving revenue through effective booking management and upselling opportunities.
You’ll play a crucial role in turning customer interactions into long-term relationships while directly impacting workshop performance and business growth.
If you’re driven by delivering great service, enjoy working in a fast-paced environment, and are motivated by targets and results, this is an opportunity to make a real difference and grow within a progressive dealer group.
Pay: £30,000.00-£33,000.00 per year
Benefits:
- Company pension
- Employee discount
- Referral programme
Work Location: In person
