Parts Factor

A customer service advisor deals directly with customers, scheduling service work to their vehicles and informing them of any additional repairs required. They will handle administrative and customer relations aspects of service department operations. Their duties may vary slightly from employer to employer depending on the size of the company, but they commonly include:

• Interpreting customer concerns and comments and liaising with technicians
• Liaison with customers about any additional work required
• Greeting customers and scheduling services
• Estimating time and costs associated with repairs
• Handling customer complaints
• Responding to customer requests
• Tracking the vehicle through the workshop

As a customer service advisor you will need to demonstrate:

• A professional manner
• Good communication skills
• Good organisational skills
• The ability to gather technical information and relay it in a way that customers will understand

Employers may look for GCSEs/Standard Grades in English, Maths and IT or relevant equivalents, and may also prefer a qualification in customer service.

Qualifications

IMI Awards

• Level 2 Certificate in Customer Service for the Automotive Industry

City and Guilds

• Level 2 Customer Service

Edexcel

• NVQ and competence-based qualifications (QCF) Customer Service

Automotive Technician Accreditation (An accreditation not a qualification)

• ATA Customer Service

Please note: These figures are meant as a guide only and may vary from employer to employer and may be dependent on the geographical area.

You will normally work around 37 hours a week Monday to Friday, and occasional Saturday work may be required. You will be office based and may be placed at the front of the business. You will conduct some of your work over the phone, communicating with customers and updating them on the progress of their vehicles.

Salary:

• May range from £12,000-£25,000 depending on experience

There may be opportunities for shift and overtime pay depending on your employer. You may also be eligible for holiday entitlement, company pension and private healthcare schemes.

There are no formal qualifications or entry routes for this role, although employers will look for a track record in customer service or customer facing roles. Some knowledge of, or a background in, a technical or service environment would be advantageous.
 

Employers may look for GCSEs/Standard Grades in English, Maths and IT or relevant equivalents, and may also prefer a qualification in customer service. For more information about automotive customer service qualifications, please see the Qualifications section.

Apprenticeships

Customer Service Apprenticeship.  This Apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors, from government to telecommunications.

Business & Administration Apprenticeship.  As a business and administration apprentice, your exact duties will depend on your employer.  It's likely that you'll be working with a team or member of staff to handle various tasks.

To look at current Apprenticeship Vacancies please click HERE.

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