Service Operations Manager
This is a full-time, permanent opportunity to lead and manage day-to-day service operations.
Key Responsibilities:
* Oversee job scheduling and workflow ensuring effective time management and efficient use of resources.
* Manage and support a team of service staff to maintain high-quality work standards, providing coaching and guidance as needed.
* Coordinate subcontractor services to meet workshop demands and ensure timely preparation and delivery of vehicles to customers.
* Maintain health and safety compliance in all workshop activities, adhering to regulatory requirements and company policies.
Operational Excellence:
* Streamline service operations to minimize vehicle downtime and maximize throughput, improving overall efficiency and productivity.
* Track job progress, ensuring accurate documentation and reporting, and identify areas for process improvement.
* Identify and resolve technical or delivery-related issues promptly, minimizing disruption to customers and the business.
Customer Relationship Management:
* Act as the main point of contact for service customers, providing clear and timely communication and building strong relationships through excellent customer service.
* Build strong, long-term relationships with both new and existing clients, understanding their needs and preferences to deliver personalized service.
* Handle and resolve customer queries and complaints in a professional manner, escalating issues as necessary to ensure resolution.
Interdepartmental Collaboration:
* Work closely with Sales and Operations teams to support vehicle delivery timelines and client expectations, promoting seamless communication and coordination.
* Provide regular performance updates and service department reports to management, highlighting successes and areas for improvement.
Requirements:
1. Proven experience in a service management or similar role, preferably within the commercial vehicle or automotive sector.
2. Strong leadership, organisational, and time-management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
3. Excellent interpersonal and communication abilities, with the capacity to build rapport with colleagues, customers, and stakeholders at all levels.
4. Ability to work independently, manage priorities, and operate under pressure, making sound decisions in a fast-paced environment.
5. Proficiency in Microsoft Office and experience with workshop service systems, with a willingness to learn and adapt to new technologies.
6. A D or D1 driving licence is desirable but not essential.