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Service Centre Manager
Location: East London
Job Overview: We are seeking a dedicated and experienced Operations Manager to oversee the day-to-day running of the Service Centre. Candidates with an engineering background will find this role particularly fitting, as it requires a deep understanding of technical processes and effective team management. The successful candidate will focus on enhancing customer satisfaction, managing a team of 20 service engineers, and ensuring efficient service delivery in alignment with our key performance indicators (KPIs). Strong leadership skills, a customer-centric mindset, and a commitment to operational excellence are essential for this role.
Key Responsibilities:
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Day-to-Day Operations: Oversee daily activities to ensure the smooth functioning of the service centre, maintaining a high standard of service and customer care.
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Customer Satisfaction: Drive initiatives for continuous improvement in customer satisfaction through face-to-face meetings and proactive communication.
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Work Allocation: Allocate work to service engineers, ensuring Vehicle Off Road (VOR) jobs are prioritized and addressed promptly, in line with service level agreements.
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Revenue Generation: Increase retail revenue by providing accurate repair estimates for retail accident damage repairs to customers and insurance companies.
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Quality Assurance: Promote a 'right first time' ethos within the service centre, ensuring all repairs are completed efficiently and effectively without compromising on quality.
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Performance Monitoring: Monitor and manage productivity within the service centre, ensuring optimal utilization of resources and staff.
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Staff Management: Lead and manage a team of 20 staff, including the management of the London Customer Service Manager to enhance customer satisfaction.
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Health & Safety Compliance: Ensure that safe working practices are adopted at all times, with necessary health and safety documentation completed for each task.
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Training and Development: Oversee staff training and development, maintaining accurate training records and a skills matrix to ensure continuous improvement.
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Inventory Management: Ensure the accuracy of parts stocked both in the depot and in service vans to support timely repairs.
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Documentation Accuracy: Ensure all paperwork, including job cards and timesheets, is processed accurately, promptly, and legibly by staff.
Qualifications:
- Proven experience in operations management within a service or automotive environment.
- An engineering background, with knowledge of technical processes relevant to vehicle repair and maintenance.
- Strong leadership skills with the ability to manage and motivate a diverse team.
- Excellent communication and interpersonal skills, with a focus on customer service.
- Strong organizational skills and the ability to prioritize tasks effectively.
- Knowledge of health and safety regulations and practices.
- Proficiency in using management software and tools related to service operations.
Benefits:
- Competitive salary and performance-based bonuses.
- Opportunities for professional development and training.
- A supportive work environment that values innovation and teamwork.
Application Process: To apply, please submit your CV outlining your relevant experience.
