Service Advisor

We are offering an exciting opportunity to join our well-established dealership as a Service Advisor. If you are ready to be part of one of Northern Ireland’s largest motor retailers and drive your career forward, we would love to hear from you.

Why this role matters:

At Donnelly Group, we pride ourselves on providing an outstanding customer experience and as a Service Advisor, you will be the key link between our customers and the workshop. This isn’t just about managing service appointments—it’s about building trusted relationships and delivering an exceptional customer experience every time.

About The Role

What you will be doing:

• Acting as the relationship manager for service customers.
• Managing communication across all channels – phone, email, online bookings and face-to-face.
• Ensuring high levels of customer satisfaction and retention.
• Coordinating with the workshop and parts department to deliver timely and efficient service.
• Processing customer invoices and payments upon completion of work.
• Supporting your colleagues across the wider aftersales team.

You will be responsible for setting customer expectations and keeping in touch with them throughout the service or repair of their vehicle, upselling additional products and follow-up with the customer aftercare to ensure they are happy with the work carried out.

What we are looking for:

• Essential: You must have previous experience in a customer facing role. You will know how to handle queries and manage expectations while delivering excellent customer service.
• Desirable: Previous experience as a Service Advisor is advantageous but not required.
• Skills: Strong communication skills, the ability to work in a fast-paced environment, and a focus on meeting targets.

We invest in our colleague’s personal development, if you are successful, you can look forward to on-going manufacturer training opportunities that provide you with career progression.

Additional Information:

This is not an exhaustive list of duties and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.

The company reserves the right to expand the short-listing criteria to facilitate the short-listing process.

Donnelly Group is proud to be an equal opportunities employer. We value diversity and inclusion across our workforce.

Required Criteria

• Ability to prove and demonstrate your experience in the provision of high levels of customer satisfaction
• Excellent organisation and time management skills
• Previous experience in a similar role
• Professionally presented and posses a good work ethic
• Proficient in IT, including Microsoft Office
• A full driver’s licence as driving duties is involved

Desired Criteria

• Previous experience in a Service Advisor role
• Use of CRM system

Skills Needed

Customer Service, Effective Listening, Responding to Customer Needs, Exceeding Customer Expectations, Working Under Pressure

About The Company

The Donnelly Group has been synonymous with the motor industry in Northern Ireland since 1947 when Peter Donnelly started a vehicle repair and taxi business in Caledon on the border of Co Tyrone and Armagh.

Since then the Donnelly Group has become the largest family-owned automotive company in Northern Ireland.

We offer competitive salaries, industry-leading work-life balance, generous holiday allowance, continuous training and development, wide-ranging benefits, and an opportunity to give volunteering time back to the communities within which we serve through the Donnelly Group Foundation.

Company Culture

Our teams across all our branches get involved with fundraising for our nominated charity partner, through football tournaments, Donnelly Group bake-off events, dragon boat racing, abseiling, cycling events as well as having a ‘Foundation Day’; a paid day off, to get involved with community projects. We like to feel that we work hard and play hard.

Company Benefits

Vacation, Paid time off, Performance bonuses, Paid sick days, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Free parking, Cycle to work, Referral bonus, Competitive salary, Family and friends rates, Long service recognition, Employee Assistance Scheme, Perks Card, Wellbeing Scheme, Work With Charities, Social Opportunities, On the job learning, Progression opportunities, Access to Health & Wellbeing app, Long service awards, Service recognition increases to annual leave, Company employee App

Salary

Not disclosed