Role Objective

The Service Advisor will be the primary point of contact for customers seeking vehicle service and maintenance at our dealership. They will work closely with both customers and technicians, managing service appointments, diagnosing customer concerns, and ensuring that the service experience is smooth, efficient, and tailored to the specific needs of our customers. The ideal candidate will have excellent communication skills, a strong understanding of automotive systems, and a passion for providing outstanding customer service in a luxury automotive environment.

Key Responsibilities

Customer Interaction & Communication
• Greet customers promptly and professionally, determining their service needs and concerns.
• Provide accurate and timely estimates for repair and maintenance services.
• Explain technical issues in clear, non-technical terms to customers, ensuring they fully understand the required work and any associated costs.
• Maintain ongoing communication with customers regarding the status of their vehicle service, including any changes in timing or cost.
• Follow up with customers post-service to ensure satisfaction and resolve any concerns.

• Assist or relieve in warranty administration when required.

Service Scheduling & Coordination
• Schedule service appointments in a way that optimizes workshop capacity while meeting customer needs.
• Coordinate with technicians to ensure that customer vehicles are worked on efficiently and completed within expected time-frames.
• Ensure all necessary parts and supplies are available for vehicle repairs and maintenance prior to the scheduled service.

Documentation & Record-Keeping
• Create detailed service orders, recording all relevant vehicle information, concerns, and work performed.
• Maintain accurate and up-to-date customer records, ensuring that warranty information and service history is properly logged.
• Manage service-related invoicing and payment processing, ensuring accuracy and timeliness.

Quality Control & Customer Satisfaction
• Oversee the quality of service work performed by technicians, ensuring that work is completed to Jaguar Land Rover’s standards.
• Strive to achieve and exceed customer satisfaction and loyalty by delivering exceptional service experiences.
• Handle customer complaints and concerns professionally, escalating issues to management when necessary.

Product & Service Knowledge
• Keep up to date with product knowledge, including new models, services, and promotions offered by Jaguar Land Rover.
• Be an advocate for the dealership’s services, promoting special offers and services to customers as appropriate.

Team Collaboration & Reporting
• Work closely with the service team, parts department, and sales teams to ensure smooth operations and a high level of service.
• Report daily, weekly, and monthly metrics on service department performance, customer satisfaction, and service volume.

The incumbent should display a “passion for dealing with people” and should continuously strive to promote a professional business image. He/She should also be able to work within a team to ensure the customers' overall experience exceeds their expectations and that excellent service is given consistently. The incumbent should be results driven and strive to improve their own knowledge and continuously strive to maintain high levels of service excellence, thereby promoting JLR to both customers and their fellow employees.

Minimum Requirements

• Minimum of 2–3 years’ experience as a Service Advisor, preferably within a premium or luxury brand dealership
• Computer literate (Office Suite)
• Driver’s license, own transport
• A Technical qualification would be advantageous

Essential Competencies/Behaviours/Abilities for success in this role:

• Communication with Impact
• Customer & Service Orientation
• Problem Solving
• Motivation to Perform & Achieve Results
• Self-Management and Resilience