Service Reception Manager- JLR, Dubai

Al Tayer Group Career site; Dubai; Sur place; AED 180 000 - 300 000; Plein temps

Résumé du poste

Al Tayer Motors in the UAE is seeking a proactive leader to head the service function, driving plans to meet revenue, quality, and customer service targets. The role focuses on delivering a premium luxury service experience across brands represented by Al Tayer Motors.

The ideal candidate will have graduate-level education and 3–5 years in automotive service, with strong leadership, attention to detail, and the ability to perform under pressure to ensure timely vehicle servicing and customer

Qualifications

• Graduate in any discipline.
• 3–5 years experience in the automotive service industry.
• Ability to lead and motivate teams under pressure and tight deadlines.
• High attention to detail.

Responsabilités

• Lead the service function for the brand and develop plans to achieve service targets in terms of revenue, quality and customer service.
• Receive customers professionally and provide accurate information on service needs.
• Inform Service Advisors of customer needs and record information accordingly.
• Coordinate shuttle service and maintain logs for courtesy cars.
• Handle customer complaints and ensure service advisors follow processes for vehicle delivery.
• Follow up on repeat complaints with the workshop and communicate delays to customers.

Description du poste

Al Tayer Motors is a premium destination for luxury automotive excellence in the UAE, representing some of the world’s most prestigious brands. We believe that our people are our greatest strength. With a team of approximately 3000 professionals representing more than 42 nationalities, we foster an inclusive environment where everyone has the opportunity to grow, achieve, and thrive. Our success is rooted in the richness of our organizational culture, global outlook and the diverse experiences that come together to form a truly high-performing team. Our culture is built on the belief that luxury is not just about the vehicles we offer, but the people who bring those brands to life. Whether in customer service or technical expertise, every role plays a vital part in delivering the exceptional luxury experience our brands are known for. Innovation at Al Tayer Motors goes beyond technology — it’s about empowering our people to exceed expectations and shaping meaningful experiences that inspire excellence. By nurturing their talent and embracing diverse viewpoints, we continue to set benchmarks in the luxury automotive sector — where every detail matters, and every experience is elevate.

Job Description

To lead the service function for the brand, develop and implement plans and programs in order to achieve service targets in terms of revenue, quality and effective customer service

Responsibilities

Functional Roles and Responsibilities

• Receive customers in a professional manner providing them with accurate and timely information on their service needs.
• Accurately inform Service Advisors of customer needs and record information accordingly.
• Provide excellent customer service and monitor the customer contract. Ensure Service Advisors call the customers to enquire on arrival delays and rebook the service if requested.
• Organize and manage the shuttle service and accurately maintain the log of the service. Maintain log books for courtesy cars.
• Effectively handle customer complaints. Patiently address issues and discuss the same with the Service Advisors. Ensure service advisors follow the process in receiving/ delivering vehicles.
• Follow up on repeat complaints with the workshop to ensure the problem is effectively resolved.
• Follow up on WIP, analyze delays and intimate the customer on reasons for delays in delivery.
• Liaison with call center reports and follow up with those customers to ensure resolution of complaints and customer satisfaction.
• Effectively coordinate activities and information between the operators, service advisors and workshop to enable smooth workshop operations.
• Maintain cleanliness standards for the reception area, manage the work space, ensure the service boards are regularly updated and adhere to the workshop processes.
• Liaison with parts department on delivery delays and provide administrative support to the service advisors and workshop team for follow up matters.
• Liaison with sales to confirm details on service contracts, update the same in the system and process accordingly.
• Monitor the cars taken out for test drives and manage the gate pass system.
• Manage reception drivers and car cleaners to ensure vehicles are moved efficiently in the reception area.
• Guide and motivate subordinates to enhance performance and produce quality work, and ensure that they are continuously developed for higher level roles

Qualifications & Experience

• Graduate in any discipline
• 3-5 years experience in the automotive service industry
• Ability to deal with/work under pressure and tight deadlines
• High attention to detail
• Ability to lead, develop and motivate teams