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Service Advisor Apprentice - BMW

Zoek Pin Sidcup, Greater London, England

Permanent (Full time)

Recently Posted

We are currently recruiting for an Aftersales Customer Service (Service Advisor) Apprentice.

The successful applicant will have the opportunity to work with one of the world's most prestigious and technologically advanced car manufacturers. There are very few Customer Service Apprenticeships in the motor industry and the BMW programme is regarded as being the leader in delivering the ultimate customer experience.

You will be working in a busy BMW/MINI Service Department. Your role will be focused on dealing with customers, who have high expectations and a varied range of needs and demands. As a result, you need to have exceptional interpersonal skills and be able to build rapport, as well as a desire to provide the highest level of customer service. This combined with excellent organisational and communication skills will enable you to deliver outstanding customer service, representing the high standards and reputation of the BMW/MINI brand.

Service Advisor specific duties include:

Working face-to-face with customers within the Retailer
Handling calls to the Retailer, including booking and scheduling vehicle services and repairs

Estimating time and costs associated with vehicle services and repairs
Handling and responding to customer complaints
Being involved with interpreting initial customer concerns and liaising with the vehicle technicians

Liaising with customers and keeping them updated of any additional work that may be required

Tracking customer vehicles through the workshop during service and repair
Advising customers on how to solve problems with their vehicles
All Aftersales Customer Service (Service Advisor) Trainees attend the BMW Group Academy UK in Berkshire for their off-the-job training. The apprenticeship will have a strong focus on the retail environment and the high customer service expectations of BMW & MINI customers, as well as Service Advisor specific training. The training takes place over a 12 month period at the BMW Group Academy and has been designed to suit both Parts and Service Advisor roles.

During the time spent at your BMW Retailer, a mentor will be allocated to oversee the work-based learning programme. A BMW representative will also visit on a 12 weekly basis to set performance targets and ensure any development needs are being met.

Requirements and prospects

Desired skills

Full training will be provided
Personal qualities

Successful applicants must demonstrate the following:

An enthusiasm for excellent customer service
An interest in the automotive industry
To have good communication and organisational skills
To be honest and trustworthy with a willingness to learn
To have a positive attitude and work ethic, with high level of professionalism to represent the BMW/MINI brand

To be able to work effectively as part of a team in a busy service department, as well as having the capability to follow instructions and work individually

Desired qualifications

Applicants are required to have, or predicted to obtain, GCSE Grade A*-C / 9-4 or Functional Skills Level 2 (or equivalent) in the following subjects:

ICT (or one other subject if candidate did not take ICT)
Future prospects

On successful completion of the apprenticeship, you will be a qualified Service Advisor. You will also gain a Level 2 Customer Service Practitioner. Following this, there are various opportunities for progression within the Retailer.

Things to consider

Successful applicants must be prepared to travel to the BMW Group Academy in Berkshire to complete their apprenticeship training. Training is completed in one-week blocks approximately once every two months. All training costs are covered by the BMW Retailer (travel, accommodation and food).

The Apprenticeship National Minimum Wage guide (ANMW): 23 and over is £, 21 to 22yrs is £ 18 to 20yrs is £, under 18yrs is £

About the employer

Aftersales Customer Service (Parts & Service) Apprentices will be employed at Stephen James BMW Ruxley, and will attend the BMW Group Academy for their training. The BMW Group Academy is based at Wokefield Park near Reading in Berkshire.

Stephen James Group is an established authorised BMW and MINI franchise with dealerships in North and South East London and Kent. As an employee-owned company, our staff hold to our 5 Core Values of providing Unrivalled Service to customers and colleagues, Unquestionable Honesty, People Obsession, Outrageous Creativity and Giving Back to the community with the ultimate aim of treating our customer and colleagues like gold

Training provider


While the programme will focus around customer service skills, also embedded within the seven weeks training will include the current certification training courses for the Service Advisor role. Additional technical and product awareness training will also be included.

Qualifications to be achieved:

Level 2 Customer Service Practitioner
Service Advisor Certification
Functional skills if required
Applications for this apprenticeship will be reviewed and shortlisted by retailer before being processed by BMW Group Academy

Candidates will only be contacted if they meet the initial criteria for the BMW/MINI programme

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