Service and Maintenance Advisor

Our client is looking for an organised and customer-focused Service and Maintenance Advisor to join their Aftersales team, supporting service, repair and maintenance operations. This is a varied role involving regular customer contact, service coordination, supplier liaison and administrative duties. The successful candidate will be comfortable managing a high volume of enquiries, coordinating workloads and working to deadlines and performance targets in a busy environment.

The role will also involve supporting the wider service management team and helping to ensure engineers have the information, parts and resources required to complete jobs efficiently. The ideal candidate will be friendly, professional and proactive , with the confidence to communicate effectively with customers, suppliers, engineers and management. They will be calm under pressure, motivated by achieving targets and committed to delivering a high standard of customer service.

Responsibilities Handling customer enquiries by phone, email and online platforms in a professional and friendly manner Booking services, repairs and maintenance work accurately Advising customers on warranty coverage, including relevant inclusions and exclusions Providing realistic turnaround times and keeping customers updated throughout the service process Identifying appropriate opportunities to upsell parts, accessories and services Scheduling engineer appointments based on workload, urgency and availability Maintaining accurate customer records and updating internal systems Communicating with engineers to clarify job details, provide updates and resolve queries Ensuring engineers have the correct parts, job information and customer details Supporting service management with daily operational tasks and workload prioritisation Escalating delays and operational issues where necessary Ensuring daily schedules, job allocations and service commitments are met Contacting suppliers to check parts availability, pricing and lead times Raising and tracking purchase orders and following up on outstanding parts Assisting with warranty claims, repair quotations and outstanding work Ensuring bookings, job sheets and service notes are completed accurately and on time Working closely with internal teams to keep parts, jobs and schedules aligned Working towards departmental KPIs, including turnaround times, parts order accuracy and service completion targets Skills & Experience Previous experience in an Aftersales or Service Advisor role ESSENTIAL Excellent customer service and communication skills, both over the telephone and by email Experience managing multiple tasks within a fast-paced environment Confident explaining technical information clearly to customers Experience identifying and pursuing appropriate upselling opportunities Strong organisational skills and excellent attention to detail.

Ability to prioritise workloads and meet deadlines Comfortable working to targets and KPIs Ability to remain accurate and professional under pressure If this role is of interest to you, please click apply, or contact Katie Kendall in the Northallerton office for further information.