Esther Sellers takes the crown, with auditors BDO and judges agreeing that she exemplifies the qualities required of the service adviser’s role and its significance in a business area AM sought to acknowledge in a new category for 2015.
At Crewe Audi, she leads a strong, self-supporting team focused on excellent customer service. Sellers (22) joined the business straight from college in 2011 as an apprentice in customer service, without a clear career goal. She spent two years at Stoke Audi, achieving level two and three NVQs in customer service and has been in her current role since February 2013.
She describes her role as “being the middleman between the workshop and the customer, explaining and interpreting what the technicians are telling me and turning it into something that makes sense to the customer to ensure their safety.
“I don’t want a customer driving a car that isn’t 100% safe.”
Customer endorsements and a 100% mystery shop rating attest to her positive approach. Swansway said of her: “She is patient, understanding and organised. She possesses great people skills and hopes that these will help her with man-management as she works towards her goal of becoming a service manager.”
Crewe Audi received the Aftersales Service Gold Award in 2014 from the manufacturer. Service turnover is up 26% in the past three years and service net profit has increased 51%.
Category sponsor: Rotary Lift
John Sleeman (Vertu Honda)