Service Manager

 Location: Kingston (SW20 0AD)

 Salary:  £35,000 basic, realistic OTE £40,000 uncapped.

 Work Schedule: Monday to Friday 8am to 6pm and Saturday Rota 8.00 – 1.00pm (paid in addition)

We are seeking an experienced and committed Service Manager, Responsible for the day-to-day operational management of the Service department ensuring maximum workshop efficiency, technician productivity, labour sales performance, customer satisfaction, and process compliance.

Acts as the central link between Technicians, Service Advisors, Customers, and the Aftersales Manager, ensuring that workshop loading, labour recovery, Vehicle Health Check (VHC) conversions, MOT performance, quality control are managed effectively.

The Service Manager will assist and support the Aftersales Manager while driving departmental performance and ensuring all daily, weekly, and monthly operational objectives are achieved.

Assisting the Aftersales Manager,

• You will be responsible for exceeding customer expectations regarding the aftercare of their vehicles.
• Leading the team by personally demonstrating and encouraging the skills and behaviours associated with a Customer First philosophy.
• You will oversee scheduling, task delegation, and performance monitoring while maintaining a hands-on approach to support the team.
• As the primary escalation point for complex or high-priority cases, you will use your expertise and problem-solving skills to resolve issues effectively and enhance overall customer satisfaction.
• Participating fully in all aspects of centre management, working with colleagues across the business including Service and Workshop to provide a seamless service to customers and progress the business across all disciplines

KEY TASKS

• Building Rapport with customers to ensure their journey is seamless, improving all areas of customer satisfaction by measuring and monitoring all feedback
• Assisting to ensure that the work carried out by the aftersales department achieves the required levels of profitability, work quality and customer satisfaction
• To assist in identifying any weaknesses throughout the aftersales operation and support colleagues to make relevant improvements
• Assisting the Aftersales Manager with general administration and report generating functions
• Ensuring a high standard of departmental housekeeping is maintained at all times
• Any other ad hoc duties / projects required by the Aftersales Manager

Person Specification

• Previous Workshop experience.
• Leadership or Supervisor experience
• Excellent customer service skills with a passion for working with people.
• Willingness to learn, develop and keep up-to-date with technical/product information.
• Strong organisational and prioritisation skills.
• Strong people/communication skills.
• Is a team player willing to support your colleagues
• Has the ability to build relationships and display empathy
• Holds a full UK driving licence.