Senior Service Advisor

The Company

Big Rock Toyota is a part of Australia's largest and most dynamic automotive retailer, Eagers Automotive, employing over 8,000 team members across 250 dealerships within Australia & New Zealand. We represent over 33 car brands and 11 truck & bus brands, priding ourselves on delivering an exceptional guest experience.

About the Role

Big Rock Toyota is seeking a highly skilled and customer-focused Senior Service Advisor to join our service team. In this pivotal role, you will lead by example—delivering exceptional front-line service while mentoring and supporting our Service Advisors to ensure smooth and efficient operations. You will also play a key role in process improvement, warranty oversight, and customer satisfaction.

Key Responsibilities

• Deliver exceptional front-line service to customers, assisting Service Advisors during peak periods to maintain service excellence.
• Guide and mentor junior Service Advisors, providing daily support and leadership to help them achieve performance standards.
• Oversee and assist with complex warranty claims to ensure compliance and reduce rejections.
• Monitor open Repair Orders, working closely with advisors and technicians to ensure timely and accurate closures.
• Identify and implement process improvements in service workflows, pre-delivery procedures, and operational efficiencies.
• Handle escalated customer concerns, following through to resolution in line with company standards.
• Conduct regular quality audits on Repair Orders, ensuring accuracy in documentation, parts/labour records, and compliance with policies.
• Engage in cross-training with the Parts Department to enhance integration, parts accuracy, and turnaround times.
• Work alongside the Service Manager to learn and contribute to scheduling, efficiency tracking, and service profitability.

Skills & Experience

• Proven experience as a Senior Service Advisor or Service Advisor with leadership/mentorship responsibilities (automotive industry preferred).
• Strong customer service skills with the ability to resolve complex issues.
• Excellent communication and interpersonal skills with a collaborative mindset.
• Demonstrated ability to manage multiple priorities and work effectively under pressure.
• High attention to detail and strong organisational skills.
• Current driver’s licence.

Benefits 

• Be a part of a multi-national company, where you have access to a network of opportunities across locations and brands.
• A Learning & Development program called Learning Together where you get access to development and training opportunities throughout your employment.
• A top-of-the-line Employee Assistance Program with leading provider, Telus Health, where employees have access to their MyCoach service on all areas of life (mental health, health and nutrition, financial advice, family and relationships and stress management).
• Lastly, extensive employee benefits that include discounts on Crown Perth Accommodation, Private Health insurance, and vehicle purchasing, parts and maintenance, as well as additional paid Maternity Leave for eligible team members, and much more…

Big Rock Toyota is a high-performing dealership committed to delivering exceptional service. We pride ourselves on our efficient operations, strong team culture, and supportive environment where people can thrive.

If this sounds like you, click APPLY today.

We are an equal opportunity employer and would love to hear from you if the above details resonate with you!

Eagers Automotive – Moving together.