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SERVICE MANAGER
Fantastic opportunity to join an constantly growing and expanding group as the Service Manager
Location of the Service Manager / Automotive Service Manager: Heathrow
Salary: £45,000.00 pa plus Bonus Opportunity
Hours of work for the Service Manager: Monday to Friday 45 hours a week, with Saturday mornings as required
Benefits:
- A day off for your Birthday
- 23 days of annual leave per year
- Four times death in service benefit
- Branded uniform.
- Working for an official Great Place to Work and UK Best Workplace for three years running!
- Working for a UK Best Workplace for Development.
- Auto-enrolment pension
- Enhanced Maternity and Paternity pay policies
- Access to wellness programme and Employee Assistance Programmes
- Reward and recognition programmes
- Long service recognition
- Plus other benefits
The role of the Service Manager:
As the Service Manager for a large brand, this role will be for the Van Centre / Commercial Vehicle Centre, you will oversee the team of Service Advisors who deliver front of house customer service, as well as the Service Administrators, ensuring a seamless customer journey from initial contact to aftersales care. You will be responsible for maintaining the highest standards of customer satisfaction, supporting the service team, and driving operational excellence, working with the workshop controller to lead the site on a day-to-day basis.
Reporting into the Aftersales Manager, this role is about inspiring those around you to be the best they can be, leading by example and being a hands-on member of the service team.
Day to day as the Service Manager, you will:
- Lead, motivate, and manage Service Advisors and Service Administrators to deliver an exceptional customer experience, ensuring a smooth process to assist with maintaining vehicle uptime.
- Ensure invoicing is prompt and correct to minimise invoice queries and ensure KPIs are met month, quarterly and annually.
- Act as the first point of escalation for customer queries and complaints, ensuring timely and effective resolution.
- Implement and monitor customer service processes to enhance efficiency and customer satisfaction.
- Ensure the success of our the 5* customer service feedback initiative.
- Drive customer loyalty by delivering a consistent, high-quality service aligned with the values of being Rewarding, Reliable and Respectful.
- Undertake the role of service advisor and service administrator if additional resource is required.
- Support the Aftersales Manager with day-to-day operations and ensure service department targets are achieved.
- Working with the parts team on site to ensure mutual success and a joined-up approach to provide the highest levels of customer service.
- Provide regular coaching, feedback, 121s and performance reviews to the service team as well as conducting annual appraisals.
- Manage service appointment bookings and workload distribution to optimise productivity, utilising workshop loading.
- Ensure the site meets, if not exceeds its service care sales targets.
- Working with the Workshop Controller to ensure H&S process and policies are upheld at site.
Skills & Behaviours Required for this Role:
- Leadership
- Decision-making and problem-solving
- Resilience
- Motivation Time Management
The Ideal Service Manager will have:
- Previous Service Manager experience in an Automotive Dealership
- Full UK driving Licence
- Experience in a Commercial Vehicle or Van Centre is desirable
If this Service Manager role sounds like the role for you then please send your CV to Danica Baker at Sprint Recruitment.
