We have a rare opportunity for an experienced Service Advisor to join the Aftersales team at our our clients well established dealership in Basingstoke.
Service Advisors are highly valued members of the Aftersales department, acting as the vital link between customers and the workshop. This role is about more than booking vehicles in and out—it is about understanding customer expectations, anticipating future needs, and building long -term, trusted relationships.
Deliver a knowledgeable, courteous, responsive, and efficient service that reflects the Volkswagen brand values
Manage all service -related enquiries via telephone, email, and face -to -face interactions
Meet and greet customers, accurately qualify work, and identify additional customer needs at vehicle drop -off
Ensure customer expectations are clearly identified and successfully managed throughout the service journey, including follow -up
Accurately book work into the workshop, ensuring all relevant information is captured and communicated to the wider Aftersales team
Maintain proactive customer communication during repairs, providing timely progress updates and gaining authorisation for additional work
Maximise workshop utilisation through outbound activity such as MOT and service reminder calls
Maintain up -to -date knowledge of Volkswagen retention products and services, upselling where appropriate
Discuss and upsell additional work transparently and ethically
Conduct clear and professional vehicle handovers, fully explaining completed repairs and invoices
Carry out external vehicle inspections prior to handover where required
Identify opportunities to improve customer service feedback and share insights with the management team
Monday to Friday: 8:00am – 6:00pm (1 -hour lunch)
Saturday: 8:00am – 1:00pm on a rota basis (currently 1 in 4)
Proven experience delivering high levels of customer satisfaction in a busy, fast -paced environment
Motor trade experience is desirable but not essential
Confident, people -focused professional with the ability to build long -term customer relationships
Excellent communication skills, with the ability to explain technical or complex information clearly and concisely
Strong organisational and prioritisation skills, balancing customer needs with workshop capacity
Customer -focused problem solver with a positive, solution -led mindset
Ability to work within defined processes and guidelines, with strong administrative accuracy
Flexible team player who can use initiative to support the Aftersales team during peak periods
Results -driven, resilient, and open to feedback
OTE £36,000 per annum, comprising a competitive basic salary plus performance -related bonuses
Volkswagen Service Advisor Accreditation Programme
22 days annual leave plus bank holidays
Pension scheme
Car benefit solution scheme
Staff discount on vehicle servicing
Excellent long -term career progression opportunities
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