Jaguar Land Rover Service Bookings Advisor
About the Role
The Service Bookings Advisor is responsible for managing customer service bookings, arranging vehicle servicing and maintenance appointments, and delivering excellent customer service throughout the booking process. The role involves handling telephone and online enquiries, maintaining accurate booking records, coordinating with the service team, and ensuring the workshop diary operates efficiently.
Responsibilities
- Handle incoming telephone calls, emails and online enquiries from customers wishing to book vehicle servicing, repairs, MOTs and other aftersales work.
- Schedule and manage service appointments, ensuring the workshop diary is used efficiently and capacity is maximised.
- Provide customers with clear information regarding service options, appointment availability, estimated costs and expected completion times.
- Accurately record customer details, vehicle information, booking requirements and relevant service history on the dealer management system.
- Identify additional service requirements, including MOTs, recalls, maintenance items and manufacturer recommendations.
- Liaise with Service Advisors, workshop controllers, technicians and parts departments to ensure bookings are planned effectively.
- Confirm appointments, send reminders and contact customers regarding changes to booking arrangements.
- Identify opportunities to promote additional aftersales products and services where relevant to customer needs.
- Maintain accurate records and follow company procedures, data protection requirements and customer service standards.
- Support the service team in achieving customer satisfaction, retention, productivity and revenue targets.
Requirements
- Previous experience in a customer service, call centre, administration or automotive aftersales role is desirable.
- Excellent telephone manner and strong communication skills.
- Good organisational skills with the ability to manage a busy booking diary and prioritise competing demands.
- Strong attention to detail and accurate data-entry skills.
- Confident using computer systems, booking platforms and Microsoft Office applications.
- A customer-focused approach with the ability to build rapport and maintain positive relationships.
- Ability to work effectively under pressure and meet individual and team targets.
- A proactive attitude, with the confidence to identify opportunities to improve customer experience and business performance.
Personal Attributes
- Professional, friendly and approachable.
- Reliable, organised and self-motivated.
- Calm and effective when handling challenging situations.
- A strong team player who works collaboratively with colleagues.
- Commercially aware, with a commitment to delivering high standards of customer service.
Sytner Group are delighted to provide an industry-leading benefits package.
- Enhanced Holiday Entitlement – 33 days inc. bank holidays
- Industry-leading Maternity, Paternity and Adoption Pay
- Career Development
- Recognition of Long Service every 5 years
- Discounted Car Schemes
- High Street Discounts
- Discounted Gym memberships
- Cycle to work scheme
- One day a year paid voluntary / community work