Apprentice Service Advisor

Vertu Ford Morpeth

As a Customer Service Level 2 Apprentice - Service Advisor, you will be the first point of contact for customers visiting our service department. You will provide excellent customer service, ensuring customers understand the process of their visit and what they need to bring with them. During their appointment, you will assist with completing paperwork, explaining technical terms in a clear and friendly manner, and setting expectations regarding service or repairs.

Throughout the service process, you will maintain regular communication with customers, provide updates on their vehicle, and ensure they are satisfied with the service received. You will also handle payments, introduce customers to additional products, and follow up with them after their visit. Additionally, you will support the wider team with general administrative and customer service tasks as required.

As part of this role, you will undertake a 15-month Customer Service Level 2 apprenticeship, delivered by an external provider and centrally managed by our Internal Talent Team. You will gain valuable experience and industry-recognised qualifications while developing essential skills for a successful career in customer service.

Key Responsibilities

Customer Service & Satisfaction:

• Provide a friendly and professional first point of contact for service customers.
• Welcome customers and ensure they understand the service process.
• Clearly explain any required work on their vehicle, using simple and understandable language.
• Build strong relationships with customers by delivering excellent service.
  
  
  

Communication & Coordination

• Contact customers before their visit to confirm appointments and requirements.
• Keep customers informed throughout the service process.
• Follow up with customers after their visit to ensure satisfaction and address any concerns.
  
  
  

Sales & Additional Services

• Introduce customers to relevant products and services that may benefit them.
• Offer additional work where appropriate, explaining its value in a clear and customer-friendly way
  
  
  

Administrative Support

• Assist with handling paperwork, ensuring accuracy and clarity for customers.
• Process payments and manage customer records in the system.
• Maintain up-to-date customer and vehicle records in the database.
  
  
  

Team Support & Learning

• Work closely with the service team to ensure a smooth customer journey.
• Support with additional tasks and responsibilities as required.
• Engage fully in apprenticeship training, applying learning in real-life scenarios.
  
  
  

Essential Criteria

• Passion for delivering great customer service.
• Strong communication skills (verbal, telephone, and face-to-face).
• IT literacy, including basic data entry and record-keeping.
• Basic numeracy and literacy skills.
• Ability to work as part of a team and support colleagues.
  
  
  

Desirable Criteria

• Experience in a customer-facing role, such as retail or hospitality.
• Interest in the automotive industry.
• Willingness to learn and develop new skills.
  
  
  

Key Skills & Competencies

• Customer Service Focus – Committed to providing excellent service and exceeding customer expectations.
• Communication – Able to explain information clearly and confidently.
• Reliability – Takes responsibility for their work and follows through on commitments.
• Attention to Detail – Ensures accuracy in paperwork and record-keeping.
• Adaptability – Willing to learn and respond positively to new challenges.
• Teamwork – Works collaboratively with colleagues to support smooth service operations.
  
  
  

This apprenticeship is an excellent opportunity to gain hands-on experience while working towards a nationally recognised qualification. If you are enthusiastic, eager to learn, and passionate about customer service, we’d love to hear from you!

Benefits

We are proud to be the Motor Retailer who invests more in our colleague's personal development than any other, so if you are successful, you can look forward to on-going training opportunities that provide you with the right career path, career progression and a range of benefits you would expect from an employer of choice which includes:

• 25 days holiday rising with length of service - plus bank holidays
• Access to our online rewards platform giving you cash back and discounts for multiple retailers
• Preferential Service Rates
• Colleague Purchase Scheme
• Share Incentive Scheme
• Pension
• Enhanced Maternity & Paternity
  
  
  

Apply today to be considered for this vacancy.

If your application is successful, we will need to complete employment checks prior to you starting with us. For this role, these can include us verifying your recent employment, address, credit history and criminal record check.