Apprentice Aftersales Advisor

Responsibilities

• Advise customers about necessary service/parts for routine maintenance/repairs
• Answer telephone queries and respond to customers\’ needs
• Collect data from customers to facilitate and qualify the customer service or repair requirements
• Prepare repair order documents including pricing for parts required
• Deal with queries and complaints in a professional manner
• Demonstrate consistent good customer service, using a range of questioning skills—including listening and responding in a way that builds rapport, determines customer needs and expectations, and achieves positive engagement and delivery
• Use appropriate verbal and non‑verbal communication skills, with summarising language during face‑to‑face communications
• Use appropriate communication skills, including reinforcement techniques to confirm understanding during non‑facing customer interactions
• Use an appropriate ‘tone of voice’ in all communications, including written and digital, reflecting the organisation’s brand
• Provide clear explanations and offer options to help customers make mutually beneficial choices
• Organise yourself, prioritise workload and meet deadlines
• Demonstrate patience and calmness
• Show understanding of the customer’s point of view
• Use sign‑posting or resolution techniques to meet customer needs and manage expectations
• Maintain informative communication during service recovery

Qualifications

• GCSE English and Mathematics (grade 4 or above). Share if you have other relevant qualifications and industry experience; the apprenticeship can be adjusted to reflect what you already know.
• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem‑solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical thinking
• Teamworking
• Creativity
• Initiative
• Non‑judgemental attitude
• Patience

Company

Stoneacre Motor Group is one of the UK\’s fastest growing and most successful motor vehicle dealers, with over 40 nationwide locations. Stoneacre Academy is the award‑winning training department that provides apprenticeships and training programmes to help individuals build sustainable careers. We believe in creating Careers for Life and regard learners, employees and staff as the most important assets of our company.

Apprenticeship Details

Wage: £15,704 for the first year, with potential increases based on age; the National Minimum Wage rate for apprentices applies. Training course: Customer Service Practitioner (Level 2). Hours: Monday to Friday, with possible Saturdays. Typical working day: 08:30 am – 05:30 pm (40 hours a week). Start date: Monday 12 January 2026. Duration: 1 year.