Pelican Bus & Coach is the UK and Ireland importer and distributor for YUTONG Buses and Coaches. Based near Leeds, it is wholly owned by Pelican Engineering Co. Ltd which was established in 1919 and has traded continuously since that date. Pelican is a successful family business with over 200 employees across multiple sites and are committed to continuous development of our people.
Due to continued growth, we are seeking an additional Service Administration Manager with an automotive or transport related background for our expanding YUTONG site based in Castleford, West Yorkshire.
JOB DESCRIPTION
The Service Administration Manager is responsible for leading and managing the Service Administration Team to ensure the efficient and accurate administration of all aftersales activities. The role oversees service call handling, work in progress (WIP) control, warranty claim processing, invoicing, customer communications, supplier administration, and departmental reporting.
This role will ensure compliance with manufacturer requirements and company procedures while driving operational efficiency, maximising warranty recovery, and supporting the delivery of excellent customer service.
RESPONSIBLE FOR
Direct management and development of the Service Administration Team, including Service Administrators and Warranty Administrators responsible for service call handling, job processing, warranty claim administration, invoicing, customer communication, and associated aftersales support activities.
Accountable for ensuring the team delivers accurate, efficient, and customer-focused administrative support to the Service Department, while maintaining compliance with manufacturer requirements, company procedures, and service performance standards.
KEY RESPONSIBILITIES
- Lead, supervise, and support the Service Administration Team, ensuring a high standard of performance across service call handling, job processing, invoicing, and warranty administration.
- Manage the day-to-day allocation of work across the team to ensure service-related tasks are completed accurately, efficiently, and within agreed deadlines.
- Oversee work in progress (WIP), ensuring all documentation is complete and accurate, and liaise with workshop engineers and relevant departments to maintain smooth workflow and timely job completion.
- Ensure all manufacturer warranty claims, service invoices, and supporting documentation are submitted correctly and within required timescales to maximise recovery and minimise write-offs.
- Monitor rejected warranty claims on a daily basis, investigate root causes, and implement corrective actions to improve claim acceptance rates and departmental performance.
- Maintain regular contact with manufacturers regarding warranty performance, claim submissions, service issues, procedural updates, and compliance requirements.
- Manage supplier accounts linked to the Aftersales Department, ensuring documentation is submitted promptly and payments are processed in line with agreed terms.
- Support the delivery of excellent customer service by monitoring customer satisfaction levels, responding to queries, and resolving complaints through to successful conclusion.
- Identify opportunities to improve departmental processes, controls, and team efficiency, supporting the implementation of continuous improvement initiatives.
- Complete monthly settlements, debtor reconciliations, and other financial administration accurately and within agreed deadlines.
- Produce and analyse departmental reports, providing regular updates to the Service Manager on WIP, warranty recovery performance, write-offs, service administration performance, and other key operational metrics.
- Ensure compliance with company policies, manufacturer standards, and relevant administrative procedures.
- Support recruitment, onboarding, training, coaching, and performance management activities within the Service Administration Team.
- Carry out any additional administrative or operational duties reasonably required to support the efficient operation of the Aftersales Department.
KEY SKILLS & EXPERIENCE REQUIRED
Essential
- Previous experience in a Service Administration, Aftersales Administration, Warranty Administration, or similar supervisory or management role.
- Strong understanding of vehicle service department processes, including WIP management, invoicing, warranty claims, and customer service administration.
- Experience leading, motivating, and developing administrative teams.
- Excellent organisational and time management skills with the ability to manage multiple priorities and meet deadlines.
- Strong attention to detail and commitment to accuracy.
- Proven ability to identify issues, investigate root causes, and implement effective solutions.
- Excellent communication and interpersonal skills with the ability to build positive relationships with customers, manufacturers, suppliers, and colleagues.
- Strong problem-solving and decision-making capabilities.
- Competent in Microsoft Office applications, particularly Excel, Word, and Outlook.
- Experience using service management or dealer management systems.
- Ability to prepare, analyse, and interpret operational and financial reports.
Desirable
- Experience within the automotive, commercial vehicle, or related aftersales environment.
- Knowledge of manufacturer warranty systems and claim processes.
- Understanding of debtor reconciliations, settlements, and cost recovery procedures.
- Experience of implementing process improvements and operational efficiencies.
- Relevant qualification in Business Administration, Customer Service, Management, or a related discipline.
PERSONAL ATTRIBUTES
- Professional, customer-focused, and approachable.
- Strong leadership skills with the ability to motivate and develop team members.
- Highly organised, methodical, and proactive.
- Able to work effectively under pressure while maintaining accuracy and attention to detail.
- Positive attitude with a commitment to continuous improvement.
- Strong sense of accountability and ownership.
- Flexible and adaptable in response to changing business needs.
agencies - thanks we've got this one
Pay: From £35,000.00 per year
Work Location: In person
