Aftersales Service Advisor: Upsell, Quotes & Workshop Coord in Bury St Edmunds

We are seeking a highly motivated and customer focused Service Advisor to join our Aftersales back of house team at Bury St Edmunds Volkswagen. This is a pivotal role in the department which is responsible for acting as the primary point of contact for workshop updates and vehicle health check management. The successful candidate will provide accurate quotations for required work, coordinate, and programme repairs through the workshop, and arrange follow‑up appointments where necessary, while consistently ensuring high levels of customer satisfaction and retention.

Working closely with the Assistant Aftersales Manager and Service Advisors, the role also supports the efficient completion of vehicle repair orders and all associated administrative and advisory tasks. The key purpose of this position is to ensure all vehicle health checks are managed effectively and that customers receive accurate, professional advice regarding any recommended work. This must be carried out in alignment with the long‑term strategy of building a mutually beneficial and sustainable customer ownership journey.

• Maintain EVHC red sold work sold on the day above 75%
• Arrange follow‑up appointments by the rebooking of any amber repairs not sold, based on mileage/time
• Record and report lost sales effectively to identify development opportunities
• Generate accurate quotations including parts, labour, fluids, and subcontract considerations
• Obtain customer authorisation for all identified work using prescribed systems
• Conduct negotiations within authorised levels, considering all payment options available including Pay later where appropriate
• Act as the primary contact for workshop upsell opportunities (face‑to‑face, email, and telephone)
• Pre‑plan repair activities to ensure parts, materials, and resources are available
• Liaise with technicians to optimise workflow and maximise available labour hours
• Coordinate with Aftersales Drivers for vehicle collection and delivery arrangements
• Generate invoices and process payments in accordance with company policies
• Clearly explain completed and outstanding work to customers
• Ensure all manufacturer warranty repairs and documentation comply with required processes
• Provide operational support to Service Advisors during peak periods or absence
• Promote accessories, merchandise, and retailer services throughout customer interactions

• Proven experience in the motor industry would be an advantage
• Strong negotiation and upselling skills
• Excellent communication skills across face‑to‑face, phone, and digital platforms
• High attention to detail and administrative accuracy
• Strong organisational skills with the ability to prioritise in a fast‑paced environment
• Customer‑focused mindset with a commitment to long‑term retention
• Confident using digital systems and authorisation platforms

• Competitive salary + performance‑based bonus
• Ongoing manufacturer and professional training
• Career progression within a growing Aftersales department
• Supportive team environment
• Employee discounts on products and services

Marriott Motor Group are an equal‑opportunity employer. We are committed to a working environment that is free from all types of discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.