Assistant Service Manager

Lookers; London; On-site; GBP 44,000; Full time

Job summary

Lookers, un leader dans le service automobile, recherche un Customer Service Manager pour améliorer l'expérience client au sein de son équipe dynamique. Ce rôle nécessite une forte capacité à guider une équipe, garantir la satisfaction client et gérer efficacement les performances. Idéal pour une personne passionnée par le service et l'amélioration continue.

Qualifications

• Expérience dans un rôle similaire dans l'industrie automobile.
• Compétences en leadership et communication.
• Permis de conduire britannique valide.

Responsibilities

• Former et évaluer les conseillers de service.
• Maximiser la satisfaction client et gérer le retour d'expérience.
• Organiser les prévisions et rapports du département.

Skills

Leadership

Communication

Organisation

Empathie

Job description

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45 hours per week. Monday to Friday 8.00am - 6.00pm plus Saturday morning on a rota Salary: £43,200 OTE (including £36,000 basic plus bonus)

Here at Lookers Battersea Land Rover we are delighted to be recruiting for a Customer Service Manager. We're looking to find a hard-working and talented individual who is enthusiastic about change and continuous improvement to join us on our exciting journey! You will be responsible for supporting our Service Advisors and helping to develop the wider team within Aftersales. Through your guidance they will ensure our customers are offered the highest standard of service whenever they visit us to get their car serviced, or when they need help or advice with the upkeep of their vehicle.

Our service team really are at the heart of ensuring our world class service is delivered so it’s crucial we acknowledge our customers, respond quickly and aim to get the service right first time and every time.

• Provide guidance, training, and appraisals to each of the Service Advisors to encourage a forward-thinking attitude which will help them achieve their full potential
• Maximise customer satisfaction by treating everyone fairly and delivering an exceptional service experience
• Liaise with the Aftersales Manager to monitor department performance against budget and identify any shortfall, and implement plans to improve the performance where necessary
• AVC claims and to organise invoicing for Service advisors.
• Focussing on NPS calls, getting customer service feedback across to the Service advisors and working with the team to come up with a resolution
• Support your line manager with organising departmental forecasts and reports in a clear and timely manner

You will be someone who has excellent leadership and communication skills and can demonstrate a successful blend of confidence and assertiveness when dealing with people. You will have a warm personality, be empathetic and friendly, and have an approachable and professional manner.

Experience working in a similar role in the automotive industry with the ability to deal with a variety of responsibilities along with strong organisation skills and an eye for detail is also important. This is the perfect opportunity for someone who loves working as part of a friendly team, and is truly focused on delivering an exceptional customer experience with the ability to turn any challenging situations into positive experiences. You must have a full and valid UK driving license.