Seeking a highly skilled and experienced Service Operations Manager to lead the service department.
Key Responsibilities:
* Oversee day-to-day service operations, ensuring effective job scheduling and workflow management.
* Lead and support a team of service staff to maintain high-quality work standards and efficient service delivery.
* Coordinate subcontractor services as needed to meet workshop demands and deadlines.
* Ensure timely preparation and delivery of vehicles to customers, meeting their expectations and needs.
* Maintain health and safety compliance in all workshop activities, adhering to industry regulations and best practices.
Operational Excellence
* Optimize service operations to minimize vehicle downtime and maximize throughput, ensuring maximum productivity and efficiency.
* Track job progress accurately, documenting and reporting on key performance indicators (KPIs) and metrics.
* Identify and resolve technical or delivery-related issues promptly, minimizing disruption and maximizing customer satisfaction.
Customer Relationship Management
* Act as the primary point of contact for service customers, providing clear and timely communication and resolving queries and complaints efficiently.
* Build strong, long-term relationships with both new and existing clients, understanding their needs and expectations.
* Handle and resolve customer inquiries and concerns in a professional manner, ensuring customer loyalty and retention.
Interdepartmental Collaboration
* Work closely with Sales and Operations teams to support vehicle delivery timelines and client expectations, ensuring seamless integration and cooperation.
* Provide regular performance updates and service department reports to management, informing strategic decision-making and planning.
Requirements:
* Proven experience in a service management or similar role, preferably within the commercial vehicle or automotive sector.
* Strong leadership, organisational, and time-management skills, with excellent interpersonal and communication abilities.
* Ability to work independently, manage priorities, and operate under pressure, with flexibility and adaptability.
* Proficiency in Microsoft Office and experience with workshop service systems, with a strong commitment to innovation and technology.
* A valid D or D1 driving licence is desirable but not essential.
As a seasoned Service Operations Manager, you will play a vital role in leading the service department to achieve exceptional results, delivering outstanding customer experiences, and driving business growth.
We offer a competitive remuneration package, opportunities for career development and progression, and a dynamic work environment that values teamwork, innovation, and continuous improvement.