The Path to Excellence: Meet MINI Senior Service Advisor Beth
Meet Lloyd Newcastle MINI Senior Service Advisor, Bethany Mclean!
At Lloyd MINI, we are committed to providing exceptional customer experiences at every stage of your MINI ownership and our dedicated aftersales team are on hand to help and advise you to ensure your MINI maintains optimal performance.
Bethany has been part of the Lloyd team for around 7 years now and sets a new standard in customer service. Recently promoted to Senior Service Advisor, she now oversees our Newcastle MINI service desk, ensuring each customer receives a premium and memorable aftersales experience.
Read on to hear the key to her success so far…
Hi Beth, Tell us about your Lloyd journey so far.
“My journey at Lloyd has been incredible. I’ve had the opportunity to develop my knowledge and skills into a lasting career while building meaningful relationships that will stay with me for a lifetime. I’ve gained a deep respect for the company’s values and found common ground in its core mission—prioritizing customer respect, satisfaction, and loyalty.”
What does a typical day in your role look like?
“A typical day for me begins with warmly welcoming our customers and providing exceptional service from the moment they walk through the door. I ensure everything is prepared in advance to create a smooth and seamless experience. Once they check in, I clearly explain the day’s process, keeping them fully informed every step of the way. Throughout the day, I organize all necessary paperwork and keys for the workshop while maintaining constant communication with customers. As their vehicle is being serviced, I provide regular updates and ensure they know when it’s ready for collection. Before they leave, I always invite them to reach out with any further questions or inquiries, reinforcing our commitment to excellent customer care.”
What do you enjoy the most about your role?
“I love that every day, I have the opportunity to demonstrate my passion for my role as a Senior Advisor. I take great pride in looking after my customers with the utmost care, ensuring their experience is as smooth and seamless as possible. This role allows me to be proactive in meeting their needs and delivering the best service I can. And when I receive amazing feedback at the end of the day, it makes everything feel truly worthwhile.”
What’s one lesson you’ve learned on the job that you didn’t expect?
“One thing I’ve learned is that every day in this role is different. No matter how long you’ve been a Service Advisor, there’s always something new to learn, which makes each day exciting. Additionally, this role offers many opportunities for growth and development, allowing us to continuously evolve and build a long-term career within the field.”
What does customer satisfaction mean to you?
“Customer satisfaction, to me, means ensuring that every customer leaves with a smile, feeling valued and confident that they received exceptional care. It’s about going above and beyond—not just meeting expectations but exceeding them—to create a truly memorable and fulfilling experience.”
What can someone expect when booking with Lloyd MINI Newcastle?
“They can expect a warm, welcoming, and first-class customer service experience from start to finish. From the moment they arrive, they’ll be greeted with friendly hospitality, including teas, coffees, and refreshments, as well as complimentary services like a car wash. The moment they step into our business, they can relax, knowing they’re in safe hands and that we will go above and beyond to exceed their expectations.”
Do you think there are any misconceptions about the service industry? / What advice would you give to someone considering a career within Service?
“I’d say the biggest misconception is that we have complete control over everything when working on a car. Sometimes, further investigations reveal additional issues, which can be unexpected. My goal is always to ensure my customers have a smooth, hassle-free experience, and while I can’t always guarantee that, I do my absolute best to achieve the best possible outcome. If I were to give advice, I’d emphasize that this role offers incredible opportunities for skill development and professional growth. I encourage others to bring positivity, work hard, and seize every opportunity that comes their way. Success in this role can open doors to even greater opportunities beyond the position itself.”
The Lloyd Motor Group team would like to congratulate Beth on her new position and thank her for her continued commitment and contribution towards exceptional customer service.
If a career within aftersales sounds like the perfect fit for you, we’re always seeking people with commitment, determination, and enthusiasm to join our teams. Browse our current career opportunities below.
