Ready to step off the tools but keep your technical edge? If you are an IMI Level 3 Technician looking to progress your career, or an experienced Senior Service Advisor who actually understands what goes on under the bonnet, this is your next step. At our Charing branch, we don't just need someone to book appointments - we need a technical heavyweight who can bridge the gap between our workshop and our customers, lead a team of Technicians, and drive aftersales excellence.
The Role: What You’ll Be Doing
As a Senior Service Advisor, you will be the linchpin of our aftersales operation. This role combines technical leadership, workshop coordination, and elite customer service.
Technical Leadership & Workshop Synergy
- Lead from the Front: Working alongside the workshop foreman. Supervise, motivate, and mentor a team of Technicians to optimise workshop efficiency and morale.
- The Technical Bridge: Provide crucial technical information and diagnostic guidance to Technicians during complex repair operations.
- Quality & Safety Champion: Ensure all repairs strictly adhere to manufacturer procedures, safety regulations, and legislation.
- PDI Management: Oversee the Pre-Delivery Inspection (PDI) process for new vehicles, ensuring flawless handovers.
Customer Experience & Revenue Generation
- Translate ‘Mechanic’ to ‘Customer’: Meet and greet customers, accurately qualify their needs, and explain complex technical repairs/invoices clearly and transparently.
- Maximise Opportunity: Seamlessly spot opportunities to upsell retention products, Service Plans, parts, and accessories.
- Proactive Communication: Efficiently manage customer expectations with timely repair updates and confidently secure authorisations for additional work.
- Drive Workshop Activity: Utilise targeted phone and email campaigns (MOT/service reminders) to keep the workshop pipeline full and smash KPI targets.
Parts & Operations Management
- Parts Mastery: Assist the parts teams as required; identify parts swiftly using supplier portals, maintaining optimum stock replenishment for the workshop and retail customers.
- Depot Excellence: Maintain high-standard, well-informed displays in aftersales areas to promote goods and services effectively.
Experience and Attributes
We are looking for a rare breed - someone with the technical DNA of a mechanic and the communication skills of a top-tier advisor.
- Technical Credential: An IMI Level 3 (or equivalent) in Automotive/Commercial Vehicle Repair is highly desirable. This role is a perfect career progression for a technician looking to move into management.
- Industry Experience: Proven experience within an automotive/commercial aftersales environment.
- Natural Leader: The ability to command respect in the workshop, manage workloads under pressure, and multitask effortlessly.
- Tech-Savvy: Confident with MS Office (Word, Excel). Experience with the Ibcos Gold system is a major advantage (though we will provide full training for the right candidate).
- Sharp Attention to Detail: From part identification to health and safety compliance, you don't miss a thing.
Benefits, Wellbeing and Development
We value expertise, and we reward it properly.
- Competitive Senior Salary: Negotiable and strictly dependent on experience / technical qualifications.
- Hours: 8:00 am to 5:00 pm, Monday to Friday (30-minute unpaid lunch). A rota for alternative half day Saturdays to be discussed along with - flexibility for weekend work and local trade shows required.
- Time Off: 22 days holiday plus 8 Bank Holidays.
- Future Proofing: Private Healthcare Plan, Employee Assistance Programme, and Company Pension.
- Loyalty Rewarded: Access to the Crawfords Loyalty Scheme (Length of Service benefits) alongside company events and exclusive offers.
- Continuous Growth: All manufacturer and professional training provided to support your climb up the career ladder.
Job Type: Full-time
Pay: From £32,000.00 per year
Benefits:
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
- Store discount
Ability to commute/relocate:
- Ashford TN27 0AN: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (required)
Experience:
- commercial service: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
