Daniel Cooper
Amblecote,West midlands
Summary
Experienced Service Advisor with a strong background in automotive aftersales operations, customer retention, and service revenue growth. Proven ability to lead service teams, optimize workshop efficiency, and deliver exceptional customer satisfaction while meeting commercial targets. Skilled in managing customer escalations, implementing process improvements, and collaborating with technical and parts departments to ensure seamless aftersales operations. A results-driven professional seeking to progress into an Aftersales Manager role, bringing strategic leadership, operational excellence, and a customer-focused approach.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work history
Senior service advisor
Arnold Clark
West Bromwich, Sandwell
2025.12 - Current
- Reduced wait times with efficient scheduling of service appointments.
- Improved customer satisfaction by promptly addressing complaints and queries.
- Managed warranty claims efficiently without causing inconvenience to customers.
- Trained, mentored and managed 5 direct reports.
- Reviewed Accounts to understand department performance and areas required to achieve stronger financial result.
- Deputised for Aftersales Manager and managed department in their absence.
Service advisor
Arnold Clark
West Brom, West Midlands
2024.12 - Current
- Utilised technical expertise to suggest appropriate solutions for vehicle issues.
- Improved customer satisfaction by providing timely and accurate information.
- Managed challenging customer situations for resolution and customer retention.
- Recommended additional services to customers according to their needs, boosting sales opportunities.
- Calculated costs, processed payments and provided receipts.
- Registered customer information on database to maintain accurate records.
- Responded to questions regarding service outcomes and resolved complaints.
- Booked appointments and managed vehicle drop-off pick-up.
- Notified customers about service changes or car pick-up schedules.
- Senior service advisor who handled all complaints within the department to find a suitable solution for the customer.
- Managed team of 4 service advisors to ensure front of house performed to full potential.
Sales Enquiry Team Leader
Jardine Motors Group - JLR
Halesowen, West Midlands
2023.09 - 2024.11
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Ensuring brand response time targets were met.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Delegated tasks to make best use of individuals' skills.
- Promoted professionalism among staff to develop productive relationships.
- SAF trained
- Managed Sales enquiries coming into the business, ensuring clients had the best journey with us.
- Managed client relationships from early stages of sales process through to post-sales
- Optimised sales methods to best engage, acquire and retain customers.
Aftersales Team Leader
Jardine Motors Group - JLR
Halesowen , West Midlands
2022.05 - 2024.11
- Met all customer call guidelines for service levels and handle time.
- Scheduled appointments with service professionals.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Supervised 12 staff and monitored performance to drive productivity.
- Changed Agent Skillsets to effectively generate business for Specific Dealerships.
- Performed team member reviews (KPI's)
- Identified individual staff development needs and arranged appropriate training.
- Strategised long-term business needs and drove customer feedback for process improvements.
- Booked appointments and managed vehicle drop-off pick-up.
- Upsold products and services to customers to complement orders.
Aftersales Customer Service Advisor
Jardine Motors Group - JLR
Halesowen, West Midlands
2020.10 - 2022.05
- Handled inbound booking calls for service department, delivering customer service excellence and maximizing profitability.
- Conducting follow up calls for divisional marketing campaigns as required.
- Building valuable relationships with all of JMG'S customers, focusing on customer retention.
- Carrying outbound service, MOT, vehicle maintenance and all other aftersales- related booking calls for divisional service departments.
- Maintaining Central Dealer Management System (Kerridge/CDK) in accordance with JMG policies.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Updated account information after every customer call for data accuracy.
- Contacted supervisor immediately when issues required escalation in effort to avoid lost revenue.
- Partnered with Sales, Service and Parts departments, ensuring accurate and timely fulfilment of client needs.
- Updated account information after customer calls for well-maintained data accuracy.
Operations Manager
Merry Hill Private Hire
Brierley Hill, DUD
2019.01 - 2020.09
- Oversaw various delegated aspects for the operation.
- Regularly check drivers licenses with DVLA for license and category validity, type of categories held and endorsements.
- Ensure compliance with the regulations for drivers hours of work.
- Review shortcomings I.e MOT's.
- Coordinated driver and staff schedules and assigned out specific tasks.
- Monitored multiple databases to keep track of all day-to-day running of Merry Hill Private Hire.
- Maintained relevant records of work completed within Tru Tac LTD for quality control and DVSA compliance purposes.
- Handled customer complaints to ensure customers return.
- Oversaw budget and forecast planning for financial year.
Coach Driver
Merry Hill Private Hire
Brierley Hill, DUD
2016.02 - 2019.01
- Assisted passengers with difficulties or disabilities to board and exit bus.
- Transported passengers safely between destinations while following prescribed routes.
- Performed thorough vehicle safety inspections prior to service to ensure working order and guarantee guest safety.
Education
A-Levels -
Level 3 Customer Service Specialist
Halesowen, Dudley 2023.07 - 2024.08
A-Levels - Certificate of professional competence in passenger transport
Professional Transport Services
Birmingham2018-01
GCSE -
Red Hill Secondary School
Stourbridge, DUD2013-06
Skills
- Compliance standards
- Strong verbal communication
- Self-motivated
- Problem solving
- Team management
- Confidence
- Ability to work under pressure
- Leadership
- Time management
- Customer queries
- Client engagement
Timeline
Senior service advisor
Arnold Clark
2025.12 - Current
Service advisor
Arnold Clark
2024.12 - Current
Sales Enquiry Team Leader
Jardine Motors Group - JLR
2023.09 - 2024.11
A-Levels -
Level 3 Customer Service Specialist
2023.07 - 2024.08
Aftersales Team Leader
Jardine Motors Group - JLR
2022.05 - 2024.11
Aftersales Customer Service Advisor
Jardine Motors Group - JLR
2020.10 - 2022.05
Operations Manager
Merry Hill Private Hire
2019.01 - 2020.09
Coach Driver
Merry Hill Private Hire
2016.02 - 2019.01
A-Levels - Certificate of professional competence in passenger transport
Professional Transport Services
GCSE -
Red Hill Secondary School