Job Overview
To manage and optimise all aspects of the service department, combining hands-on operational control with leadership responsibilities. This role ensures workshop efficiency, profitability, compliance, and exceptional customer experience while supporting the Aftersales Manager in strategic objectives and taking on the full responsibilities of the service and parts departments in the Aftersales Manager absence.
Duties
- Ensure customer satisfaction through timely communication and quality service delivery throughout the customer vis
- Act as the senior point of contact for customers, handling escalations and goodwill decisions.
- Drive Audi scores and customer retention initiatives.
- Support the Service Advisors and Workshop controller in managing daily workshop scheduling and technician allocation for maximum productivity.
- Oversee VHC process integrity (quality, pricing, upsell conversion).
- Coach Service Advisors and Workshop Controller; lead daily huddles.
- Support training plans for technical and customer-facing staff. compliance, and system proficiency such as (Kerridge/Keyloop DMS, process management systems such as RTC, Stack CX, eDynamics, etc.).
- Drive accountability and continuous improvement culture.
- Recognize and reward high performance; manage underperformance professionally and fairly.
Qualifications
- Experience in service operations in workshop and front-of-house management. (Service Advisor, Workshop Controller or Assistant Service Manager background advantageous).
- Strong leadership, coaching skills and conflict resolution.
- Commercial acumen and KPI management ability.
- Proficiency in DMS/workshop systems and reporting tools.
- Knowledge of manufacturer standards, warranty rules, H&S, GDPR/PECR
Experience:
- Main Dealer Management : 1 year (preferred)
- Customer service: 2 years (required)
Work Location: In person
