Apprentice Aftersales Advisor
Stoneacre Motor Group
Stoke-on-Trent (ST1 5LG)
Closes on Monday 31 August 2026
Posted on 19 May 2026
Contents
Summary
You will be responsible for delivering the highest level of customer experience. Ensuring you are fully prepared for our customers visits utilising our Aftersales Process. Guaranteeing every aspect of their visit is tailored to them in a positive and professional manner. We are looking for a driven, self-motivated and friendly individual.
- Wage
-
£16,640 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday - Friday - this may include Saturdays. Hours dependent on individual dealership. Typical day 8.30am - 5.30pm.
40 hours a week
- Start date
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Tuesday 1 September 2026
- Duration
-
1 year
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Interpreting customer concerns and comments and liaising with Service Technicians
- Booking/scheduling vehicle services
- Liaising with customers about any additional work required
- Estimating time and costs associated with repairs using menu pricing
- Handling customer complaints
- Responding to customer requests
- Tracking the vehicle through the workshop
- Proving timely updates for customers using a range of communication methods such as telephone, email, text and social media
- Ensuring the highest standard of courtesy and integrity when interacting with customers and members of the public, ensuring clarity at all times
- Ensuring the proper understanding of customer requirements and advise customers of predicted completion times and collection arrangements
- Progressing vehicle repairs through the workshop, utilising effective communication with workshop control to ensure agreed vehicle completion times are adhered to
- Responding to customer enquiries by telephone, email and in person and successfully convert these into firm bookings or refer to our Business Development Centre if the customer requests this
- Communicating effectively in person, by telephone, text or email to keep customers advised as to the progress of repairs and servicing
- Professionally selling products, services and repair work as appropriate to customers’ needs whilst ensuring all objectives are fully achieved
- Invoicing completed work and taking payments where required.
- Working as part of a team, to ensure all departmental objectives and KPI’s are achieved
- Working with a variety of dealer and manufacturer systems to capture data and maintain accurate data records
- Adopt new digital systems and processes as part of our digitalisation strategy
- Propose and sell-up the additional work advised through the Vehicle Health Check process
- Quote & sell Service Plans to retain customers to the group
- Encourage customer satisfaction feedback via exit briefing & follow-up contact
Where you'll work
Cobridge Road
Stoke-on-Trent
ST1 5LG
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DECIDEBLOOM LIMITED
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Training schedule
Requirements
Desirable qualifications
GCSE in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Non judgemental
- Patience
Other requirements
As the main point of contact with our customers, you will require exceptional communication skills with the ability to multi-task.
Application numbers for the Stoneacre Customer Service apprenticeship programme are high so we're looking for you to demonstrate why you stand out from the crowd.
We're not looking for the finished article; rather we want to identify those people that are ambitious and demonstrate a willingness to learn, who are excited by the prospect of working with our fantastic, customer focussed team and really engage in the recruitment process.
Key personal skills to demonstrate include:
- A willingness to learn
- Teamwork
- Quality focus
- Personal responsibility and resilience
- Problem solving
About this employer
Stoneacre Motor Group is one of the UK's fastest growing and most successful motor vehicle dealers. We have over 70 nationwide. Stoneacre Academy is the Award-Winning Training Department of Stoneacre Motor Group. We’ve already enrolled and completed 100s of apprentices who work in a variety of roles. Our philosophy at Stoneacre Academy is to create CAREERS FOR LIFE and offer sustainable, life-changing opportunities.
After this apprenticeship
- This is a fantastic opportunity for anyone wanting a career
- Our philosophy at Stoneacre is to create careers for life
Learners, employers and staff are our most important asset - The success of our company depends on the development of a strong effective team
- Stoneacre has its own accreditation
Ask a question
The contact for this apprenticeship is:
Stoneacre Motor Group
Rachel Harrison
recruitment@stoneacreacademy.co.uk
01405744201
The reference code for this apprenticeship is VAC2000032417.
Apply now
Closes on Monday 31 August 2026