Jack Iles

Meet Jack Iles

Apprentice Service Advisor 

Dick Lovett BMW Melksham

“I just had to go for it.”

I started at Dick Lovett 7 months ago, starting as an Apprentice Service Advisor at BMW, this is my first ever job. I joined after completing an assessment day at the new Melksham branch where I had to show my team working skills to the highest standard.

The passion for cars firstly attracted me to this role and when finding out that a brand a new facility was being built right around the corner. I just had to go for it. I wanted to be a Service Advisor because I want to help people on a day-to-day basis. It is great to provide a high quality of standard when advising on what work needs to be done to the customers car, with the help of the Mechanical Technician team.

I have always wanted a job where I can work in a team with a positive and friendly manner and get to showcase great customer service. In my team, there are 7 Advisors and we have a very close and friendly bond where we strive to help each other to achieve greatness for our department and the brand. We now are closer than ever with the two brands being in the same building. We are aiming to all be trained and adapt to the work of both the BMW and MINI brands, so we are all able to help where possible.

As I am in the first year of my Apprenticeship, my current job involves helping the service team by taking a couple customers a day as a log, while learning everything about how to create the best customer service as possible.

I am fortunate enough to be able to go to the BMW Academy at Wokefield Park to learn everything about the role, all the systems to use and to get ready for any situation in the industry that comes my way.

I have learnt new skills on how to use all different websites that the department uses. While also providing the service team with the allocations for the following day on a format that will be most productive for everyone.

My favourite part of the job is getting to help customers that need the guidance when it comes to the servicing of their car and to build a good rapport with each one of them, ultimately creating a great brand image to make everyone want to buy a BMW. 

I have also taken charge of new responsibilities. I help communicate the importance of the new BMW App and sign customers up to have access and stay up to date with everything new with their car.

The challenges that I have faced since being at Dick Lovett, would be some of the investigation jobs which can be an issue that I may not have seen before, so it is important to have the trusting relationship that we do with our Technicians. Sometimes customers have challenges that will look like an uphill battle, but with the guidance and help of my managers we try to turn them around to overcome these problems.

My highlights throughout my journey at Dick Lovett must be seeing out my first customer and getting my first positive Voice of the Customer feedback. I have enjoyed going up the BMW academy learning new ways and parts about the job. I have enjoyed making new friends along this journey and creating smiles on the faces of customers that I have provided with a good service. And of course, the Christmas meal.

Working at Dick Lovett is amazing, it is a family run business where you are treated with the upmost respect no matter what your job role and not just as number. I go to work with a smile and leave with a smile due to the bond and close-knit group that I work with. Everyone is friendly and made me feel so welcomed when I first joined. When I do not know the answer to something, I feel confident that another Advisor will there right with me to help if needed.

I am looking forward to completing my apprenticeship and getting my certification so I can become a qualified Service Advisor and ultimately progress through the roles at Dick Lovett.