Job Advert
About the Role
We seek an experienced, organised, and customer-focused Service Advisor Front Office to represent M D Auto Care Ltd.
This role goes beyond traditional reception duties. You will manage the entire customer journey, from initial enquiry to vehicle collection, overseeing bookings, workshop administration, customer communications, and supporting workshop performance through excellent service and commercial awareness.
As a primary point of contact, you will help maintain our reputation for outstanding customer service and support the business's efficient daily operations.
Key Responsibilities
Reception & Customer Experience
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Welcome customers professionally in person, by telephone and via email.
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Act as the first point of contact for all customer enquiries.
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Manage workshop bookings, appointments and diary scheduling.
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Coordinate vehicle drop-offs and collections.
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Keep customers updated throughout the repair and servicing process.
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Deliver an exceptional customer experience at every stage of the customer journey.
Customer Service & Relationship Management
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Build long-term customer relationships through outstanding service.
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Take ownership of customer satisfaction, retention and aftercare.
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Handle customer queries, complaints and feedback professionally.
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Encourage repeat business through exceptional customer care.
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Help generate positive online reviews and customer referrals.
Sales, Upselling & Cross-Selling
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Identify opportunities to upsell and cross-sell servicing, repairs, maintenance packages and vehicle care products.
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Clearly explain repair recommendations, service options and associated costs.
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Promote seasonal offers and additional services where appropriate.
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Help maximise workshop utilisation through effective diary management and booking conversion.
Business Development & Customer Retention
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Contact customers who are due for servicing, MOTs and seasonal vehicle health checks.
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Support customer loyalty initiatives and service campaigns.
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Assist with marketing promotions and customer communications.
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Build lasting customer relationships that generate repeat business and referrals.
Administration & Front Office
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Create and maintain accurate customer records and job cards.
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Prepare estimates and invoices and process customer payments.
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Liaise with technicians regarding vehicle progress and parts availability.
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Manage service reminders and customer follow-up communications.
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Maintain accurate administration and filing systems.
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Keep the reception and customer waiting areas clean, professional and welcoming.
Warranty Administration
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Process warranty claims accurately and efficiently.
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Liaise with suppliers, manufacturers and customers regarding warranty work.
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Ensure all supporting documentation is completed correctly and submitted within required timescales.
Workshop Support
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Support the service manager and workshop technicians with daily administration.
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Coordinate customer communication to minimise delays.
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Help maintain an efficient workflow throughout the workshop.
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Assist with supplier communication and parts administration when required.
Innovation & Continuous Improvement
At M D Auto Care Ltd, we encourage our team to share ideas that enhance the business.
You will be expected to:
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Identify opportunities to improve customer service and the overall customer journey.
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Recommend more efficient administrative systems and workshop processes.
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Introduce ideas that improve efficiency, communication and profitability.
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Embrace new technologies and systems that enhance both customer experience and business performance.
What Success Looks Like
The successful candidate will:
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Deliver exceptional customer service at every stage of the customer journey.
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Build long-term customer relationships that generate repeat business and recommendations.
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Maximise workshop efficiency through effective scheduling and communication.
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Successfully upsell and cross-sell services that genuinely benefit customers.
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Process warranty claims and administration accurately and efficiently.
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Introduce improvements that enhance customer experience and operational efficiency.
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Work collaboratively with technicians to ensure work is completed on time and customers remain fully informed throughout.
About You
Essential
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Previous experience as a Service Advisor within the motor trade is essential.
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Excellent customer service and communication skills.
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Strong administration and organisational skills.
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Commercially aware with the confidence to identify sales opportunities.
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Excellent telephone manner and customer relationship skills.
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Strong IT skills including Microsoft Office and computer-based management systems.
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Ability to prioritise workload in a fast-paced environment.
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Professional appearance and positive attitude.
Desirable
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Experience using garage management software.
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Knowledge of vehicle servicing and repair processes.
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Experience processing warranty claims.
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Experience preparing estimates and invoices.
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Full UK Driving Licence.
What We Offer
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Competitive salary based on experience.
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Performance-related bonus linked to customer satisfaction, sales performance and overall business success.
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Friendly, supportive and professional working environment.
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Opportunity to contribute ideas and influence our operations.
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Ongoing training and professional development.
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Long-term career opportunities within a growing business.
About M D Auto Care Ltd
At M D Auto Care Ltd, we are recognised for quality workmanship, honest advice and consistently high customer ratings. Our reputation has been built on trust, technical expertise and a genuine commitment to putting our customers first.
Our team truly sets us apart.
We believe outstanding customer service begins with a great team. We foster a workplace where employees feel valued, supported and proud of what they do. Our customer reviews and repeat business reflect both our technical expertise and the dedication of every member of our team.
As we grow, we seek individuals who want more than a job. We offer a career where effort is recognised, ideas are valued, and development is supported.
Our Values
Quality Without Compromise
We take pride in getting it right the first time through professionalism, craftsmanship and attention to detail.
People First
Respect and fairness are at the heart of everything we do—for our customers and our colleagues.
Trust & Transparency
We communicate openly, provide honest advice and build relationships based on integrity.
Continuous Improvement
We continually look for better ways of working by embracing new ideas, innovation and technology that improve both our customer experience and our business.
Why Join MD Autocare Ltd?
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Join a respected independent garage with an outstanding reputation for quality and honesty.
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Join a business where your ideas matter. We actively encourage innovation and continuous improvement.
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Work in a supportive, professional team where people are respected, trusted, and enjoy their work.
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Build a long-term career with ongoing training and development opportunities.
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Earn performance-related rewards that recognise your contribution.
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Work with modern equipment on a wide variety of vehicles.
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Deliver work you can genuinely be proud of for customers who value quality and service.
