Service Advisor

Role summary
As a Service Advisor, you are the key link between customers and the workshop. You’ll manage the end-to-end service journey—from booking and vehicle handover through to authorisation, updates, invoicing, and return—ensuring an excellent customer experience while driving workshop efficiency and revenue.
Key responsibilities

• Welcome customers, understand concerns, and accurately record job requirements.
• Book vehicles in, create job cards, and confirm customer details, service history, and warranty status.
• Explain recommended works clearly (service schedules, diagnostics, repairs) and provide accurate estimates.
• Liaise with technicians and the Workshop Controller to plan work, prioritise jobs, and manage timelines.
• Obtain customer authorisation for additional work and communicate delays or changes proactively.
• Maintain regular customer updates via phone/email/SMS in line with agreed SLAs.
• Ensure correct parts/labour allocation, raise purchase/parts requests as required, and control costs where possible.
• Produce invoices, explain completed work, and handle payments, disputes, and goodwill requests appropriately.
• Upsell value-add services (e.g., tyres, brakes, service plans) ethically and in line with customer needs.
• Manage warranty and goodwill claims documentation where applicable.
• Ensure compliance with health & safety, GDPR/data handling, and internal process standards.
• Support customer satisfaction targets (CSI/NPS), handle complaints professionally, and follow through to resolution.

• Customer satisfaction (CSI/NPS), complaint rate and resolution time
• Labour sales and parts sales conversion / upsell rates
• Job card accuracy / invoice accuracy and reduced rework/credits
• Workshop loading efficiency and on-time delivery
• Average repair order value (AROV) and authorisation rates
• Warranty documentation accuracy and approval rates

Candidate profile (skills & competencies)

• Previous experience as a Service Advisor/Service Receptionist in a dealership or independent garage (preferred)
• Understanding of workshop processes, repair orders, and service scheduling
• Familiarity with DMS/workshop management systems (e.g., Kerridge/ADP/CDK/Auto-IT—depending on site)
• Full driving licence
• Technical knowledge or automotive qualification is an advantage, not always Upsell is value-based and contributes to profitability and safety outcomes
• Strong customer service and relationship management skills
• Clear communicator with confidence explaining technical concepts in simple terms
• Highly organised; able to manage multiple jobs and competing priorities
• Commercial awareness and ability to identify opportunities without being pushy
• Calm under pressure; strong problem-solving and complaint-handling capability
• High attention to detail (job cards, estimates, invoicing, compliance)

Should you require any support or assistance, please contact your local Gi Group office.

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Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.

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