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Operations 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:
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.
Customer Satisfaction:Drive initiatives for continuous improvement in customer satisfaction through face-to-face meetings and proactive communication.
Work Allocation:Allocate work to service engineers, ensuring Vehicle Off Road (VOR) jobs are prioritized and addressed promptly, in line with service level agreements.
Revenue Generation:Increase retail revenue by providing accurate repair estimates for retail accident damage repairs to customers and insurance companies.
Quality Assurance:Promote a 'right first time' ethos within the service centre, ensuring all repairs are completed efficiently and effectively without compromising on quality.
Performance Monitoring:Monitor and manage productivity within the service centre, ensuring optimal utilization of resources and staff.
Staff Management:Lead and manage a team of 20 staff, including the management of the London Customer Service Manager to enhance customer satisfaction.
Training and Development:Oversee staff training and development, maintaining accurate training records and a skills matrix to ensure continuous improvement.
Inventory Management:Ensure the accuracy of parts stocked both in the depot and in service vans to support timely repairs.
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.
- Excellent communication and interpersonal skills, with a focus on customer service.
- 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.
