Service Consultant in Burton on the Wolds

The Service Advisor is responsible for delivering exceptional aftersales service, enhancing customer confidence, and supporting the efficient operation of the service department. This role involves managing customer enquiries, promoting value-added services, coordinating workshop loading, and ensuring a high standard of documentation and customer communication. The Service Consultant acts as a key liaison between customers and the workshop, ensuring a professional and customer-centric experience.,

• Provide a high standard of courtesy and integrity when dealing with customers and the public.
• Ensure customers fully understand the nature and cost of repairs, work required, and timescales involved.
• Communicate effectively in person and over the phone, text or email to keep customers updated throughout their vehicle's service journey.
• When checking customers in, clearly explain that a Visual Health Check (VHC) is carried out as a duty of care to keep them safe on the road.
• Advise customers of identified work, provide information to help them make informed decisions, and highlight the benefits of Pentagon Motor Group carrying out the work.
• Keep the customer updated on progress and provide daily updates if the vehicle remains at the dealership.
• On collection, explain all work completed and inform customers that they may receive a Net Promoter Score (NPS) survey regarding the service experience.
• Always walk the customer to their vehicle or bring it to the door on collection.

Workshop & Job Management

• Receive and convert customer enquiries into confirmed bookings.
• Operate the workshop loading system to maximise technician efficiency and minimise idle time.
• Take responsibility for own job repair orders (WIP), ensuring accurate invoicing of retail work on the day of completion.
• Ensure correct repair times are quoted on all repair orders to maximise sold hours and labour revenue.
• Previous experience in a similar role.
• Experience in a busy, fast-paced office environment.
• Exceptional customer service skills and a positive, can-do attitude.
• Ability to calm and manage difficult situations with resilience and professionalism.
• Strong organisational skills and attention to detail.
• Willingness to learn and develop; an enthusiastic, team-player mentality.
• Previous experience in a Motor Trade Aftersales setting is advantageous.