Aftersales Advisor

Aftersales Advisor – Newry Aftersales Team

Shelbourne Motors is renowned as one of the most progressive motor retailers in Northern Ireland and proudly supplies vehicles to hundreds of customers every month, offering an industry‑leading customer experience. We are committed to finding individuals who not only have the right skills but who elevate our customer experience and share our passion for innovation, integrity, and service excellence.

The purpose of the Aftersales Advisor role is to be the focal point for customer contact. You will organise customer service, repair and parts requirements and strive for 100% customer satisfaction first time every time. You will assist the Aftersales Manager in ensuring the efficient and profitable operation of the service department.

• Welcoming all customers at the service desk with a warm professional manner, qualifying their needs, agreeing to service instructions and booking the vehicle into the workshop.
• Responding to customer telephone queries relating to service, repair and the booking in of vehicles for the required work.
• Establishing the customers’ drop‑off and collection requirements, arranging alternative transport where necessary.
• Providing customer quotations.
• Reviewing vehicle and customer history to identify potential additional work requirements such as recalls or items noted at last service.
• Ensuring all appropriate information is gathered from the customer within GDPR guidelines (e.g. address, email address, telephone contact details for marketing purposes).
• Data input into the CDK system.
• Communicating customer requirements to workshop colleagues.
• Ensuring vehicle health checks are carried out on each vehicle.
• Ensuring thorough vehicle inspection with the customer before and after service work is carried out.
• Liaising with customers regarding additional work and obtaining their authorisation to proceed.
• Responding to customer enquiries.
• Monitoring work progress to ensure the vehicle will be ready at the agreed time and making contact with the customer to confirm when their vehicle is ready for collection.
• Maintaining all customer records and job cards daily to ensure accurate analysis of service activity.
• Handing over vehicle to the customer, advising them fully of the work carried out and giving a full explanation of the invoice.
• Creating invoices for work completed.
• Processing customer payment and completing appropriate paperwork.
• Promoting the sale of service plans and additional products to customers.
• Carrying out campaign duties as and when required.
• Handling customer problems and complaints, using the necessary skills and, where possible, resolving the issue to the mutual satisfaction of the customer and the business.
• Maximising the potential of up‑sales if appropriate during customer service communications.
• Ensuring prompt customer follow‑up email/phone calls to maintain customer satisfaction and manufacturing standards as outlined in company policies.
• Carrying out pre‑calls with customers prior to service visits.

The ideal candidate will be an excellent communicator, have the ability to build rapport with customers, work as a team player and be computer‑literate with working knowledge of Microsoft packages. The successful candidate must have at least 12 months face‑to‑face customer handling experience within a retail setting.

Preference will be given to applicants with previous Service and/or Parts Advisor experience in the automotive industry, working knowledge of the CDK computerised system and a sales history.

• 30 days annual leave (increasing with long service)
• Company pension scheme
• Employee discount
• On‑site parking

Online:
Upload your CV & submit below.

Speak to us in confidence by calling HR Direct Line .

Shelbourne Motors Limited is an Equal Opportunities Employer.

.2025.30

Location:

Newry

Salary:
Competitive salary plus performance related bonuses.