Assistant Service Manager

Lookers; Middlesbrough; On-site; GBP 30,000 - 36,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead their service teams at a state-of-the-art facility. This role is perfect for an experienced Senior Service Advisor or Assistant Service Manager looking to elevate their career in a supportive environment. You will guide a dedicated team to deliver exceptional customer service, ensuring that every client receives the highest standard of care. With a focus on continuous improvement and employee development, this position offers a unique opportunity to make a significant impact in the automotive sector while enjoying a comprehensive benefits package and opportunities for career advancement.

Benefits

Enhanced holidays

Critical illness cover

Life Assurance

Smart Health access

Enhanced paid maternity leave

Enhanced paid paternity leave

Commission or bonus potential

Qualifications

• Proven leadership and communication skills to guide service teams.
• Experience in customer service and automotive industry is essential.

Responsibilities

• Provide training and support to Service Advisors for optimal performance.
• Maximize customer satisfaction and manage department performance.

Skills

Leadership Skills

Communication Skills

Organizational Skills

Customer Service

Problem Solving

Education

Full UK Driving License

Experience in Automotive Industry

Job description

OTE

Overview

Lookers Middlesbrough Ford / BYD / Used Car HUB

Contract Type: Permanent, full-time

Salary: £36,000 OTE, includes basic of £30,000 per annum

Hours: Monday to Friday 8.30am - 6pm, Saturday as required

At our incredible state-of-the-art Middlesbrough HUB, we are delighted to be recruiting for a Customer Service Manager / Assistant Service Manager to support our Service Teams across Ford, BYD and the Used Car HUB. We're searching for 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 team. 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.

Responsibilities

• 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.
• Organising invoicing for Service Advisors.
• Focusing 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.
• Working in sync with the full Aftersales department, including Advisors, Technicians and Apprentices to ensure the smooth running of the department.

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 are also important. Ideally, we are looking for a Senior Service Advisor with heaps of experience wanting to progress to the next level or a current Assistant Service Manager who is looking to join an innovative company with plenty of progression opportunities! This is the perfect job 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.

About us:

Lookers are proud to be one of the top three motor vehicle retailers in the UK, representing 32 vehicle manufacturers, selling and servicing a huge range of cars at over 150 franchised dealerships across hundreds of locations throughout the UK & Ireland. We recognise the hard work, flexibility and commitment of our people so we offer an industry-leading benefits package. This includes competitive basic salaries plus;

• Enhanced holidays that increase with service.
• Critical illness cover after 2 years and Life Assurance.
• Smart Health - free access to support 24 hours a day, 365 days a year.
• Enhanced paid maternity, paternity and adoption leave.
• For some roles, additional earning potential through commission or bonus.

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people and we like to celebrate and encourage success at all levels.

Lookers are an equal opportunities employer. We are committed to a working environment that is free from all types of discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful we will conduct relevant employment checks prior to you starting with us. Depending on the role and responsibilities, these could include us verifying your recent employment, address and credit history. We may also conduct a criminal record check and a driving licence check.