Service Writer – Automotive Customer Service

About the role

The Service Writer acts as the primary liaison between customers and the workshop, ensuring a smooth intake, clear communication, and accurate billing for vehicle servicing. This role requires strong organisational skills and a customer‑focused attitude within a busy automotive environment.

Key responsibilities

• Receive customers, record vehicle complaints, and open detailed job cards.
• Conduct basic vehicle checks and document existing condition.
• Explain service processes, timelines, and cost estimates to customers.
• Prepare and authorise job cards, update them with findings, approvals, and parts usage.
• Coordinate with the Workshop Supervisor and technicians, track job progress, and manage delivery schedules.
• Prepare accurate service invoices, ensure all work is billed before vehicle release, and prevent revenue leakage.
• Provide regular status updates, obtain approvals for additional work, and handle customer complaints.
• Maintain daily service logs, submit reports, and support audits with proper documentation.

Required profile

• Minimum 2 years of experience in a similar automotive service role.
• At least an HND or equivalent qualification in a related field.
• Strong customer service and interpersonal abilities.
• Attention to detail and accurate documentation skills.
• Ability to work under pressure in a busy workshop.
• Integrity and accountability in handling revenue.

Required skills

• Basic automotive knowledge (mechanical and service terminology).