Aftersales Service Manager — Lead Performance & CX

Drive Motor Retail Limited; Tees Valley; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Overtime on Saturdays

Holiday entitlement 24 days + 8 bank

Family discounts

Discount app

Medicare cash plan

Job summary

Drive Motor Retail Limited in Hartlepool is seeking a Service Manager to lead the Service Department, drive performance and enhance the customer experience. The role focuses on people, processes and commercial results within Aftersales.

This position offers a base salary of £45,000 with an OTE of £55,000, and a 40-hour workweek. You will be visible in the workshop, developing the team and delivering service excellence.

Qualifications

• Experience leading a Service Department or Aftersales team.
• Strong focus on customer satisfaction and service quality.
• Ability to drive performance, productivity and profitability.

Responsibilities

• SSS / PSS: driving customer satisfaction, monitoring results and putting action plans in place where performance isn't where it needs to be
• CSI & Customer Experience: using customer feedback, complaints and survey results to identify trends and improve the customer journey
• Productivity & Efficiency: managing technician productivity, efficiency, utilisation and available hours
• Workshop Performance: controlling WIP, hours sold, labour sales, booking capacity and workshop loading
• Commercial Performance: delivering Service Department revenue, profitability and key Aftersales KPIs
• Customer Complaints: taking ownership of escalated issues and ensuring they are resolved professionally and effectively

Job description

Drive Motor Retail Limited in Hartlepool is seeking a Service Manager to lead the Service Department, drive performance and enhance the customer experience. The role focuses on people, processes and commercial results within Aftersales.

This position offers a base salary of £45,000 with an OTE of £55,000, and a 40-hour workweek. You will be visible in the workshop, developing the team and delivering service excellence.