Assistant Service Manager

FRANK G. GATES LIMITED; Stevenage; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 Days Holiday Allowance

Company Pension Scheme

Staff Discount on Vehicles and Servic

Career Development

Job summary

Gates of Stevenage is seeking an Assistant Service Manager to lead the front-of-house customer experience and deputise for the Service Manager. You will drive key processes, ensuring the department delivers industry-leading customer satisfaction and profitability.

The role focuses on mentoring the service team, handling escalations, and collaborating with Sales, Marketing and Product to enhance the overall customer journey.

Qualifications

• Experience in a customer experience focused environment.
• Ability to lead by example with practical solutions and a hands-on approach.
• Strong interpersonal and communication skills across customers and internal teams.
• Passion for delivering exemplary customer service with integrity and initiative.
• High standard of numeracy and literacy skills.
• IT literate with familiarity of dealership software (Kerridge/ADP/CDK) preferred.

Responsibilities

• Lead, mentor, and develop the customer service team to deliver high-quality support.
• Problem solve and handle escalated customer complaints or issues.
• Develop/drive a communication focused department culture.
• Collaborate with Sales, Marketing and Product to improve the customer experience.
• Assist with managing the Service Team including Technicians, Advisors and Administrators.

Skills

Customer experience

Team leadership

Communication

Problem solving

Interpersonal skills

Numeracy

IT literacy

Tools

Kerridge/ADP/CDK Global

Job description

We are currently seeking an Assistant Service Manager to join the team at Gates of Stevenage.

This role will suit an enthusiastic individual who is keen to take the next step in their career in Aftersales. Primarily responsible for leading the front of house customer experience, in ensuring that the dealership exceeds our customers' expectations. Deputising for the Service Manager in their absence, you will also be accountable for key processes and will play a fundamental role in driving departmental performance. You will be responsible for every aspect of the customer's aftersales experience.

Key Responsibilities:

• Lead, mentor, and develop the customer service team to deliver high-quality support.
• Problem solve and Handle and escalated customer complaints or issues
• Develop/drive a communication focused department culture
• Collaborate with other departments (Sales, Marketing, Product) to improve the overall customer experience.
• Assisting with the management of the Service Team (including Vehicle Technicians, Service Advisors and Department Administrators).
• Assisting with the coaching and mentoring of the Service Team.
• Keeping up to date with the latest offers and market opportunities, you will ensure the department is efficient, productive and profitable.
• Ensuring all servicing requirements are carried out correctly, competently and efficiently, to guarantee industry leading customer satisfaction results.
• Maintain a safe and healthy working environment; ensuring staff comply with all Health and Safety requirements.

Minimum Requirements:

• Experience within a customer experience focused environment
• You are expected to lead by example and will provide practical solutions to problems with a hands-on approach.
• Strong interpersonal skills and ability to communicate effectively with customers, colleagues, and other departments across the business is essential.
• You will show a passion for delivering exemplary customer service, work with integrity, and use your initiative to make informed decisions.
• You will have a high standard of numeracy and literacy skills.
• You will be IT literate (experience using Kerridge/ADP/CDK Global system would be an advantage).
• A full driving licence is essential.

Working Hours: 42 hrs per week (Monday - Friday), Saturdays Tri-weekly

Salary: Negotiable depending on experience

Benefits: 25 Days Holiday Allowance, Company Pension Scheme, Staff Discount on Vehicles and Servicing, Career Development

Gates are an equal opportunity employer. We do not discriminate on the basis of race, ethnicity, gender, age, religion, disability or other characteristics. Our hiring decisions are made using an unbiased approach and we are committed to creating an inclusive environment for all employees and candidates to feel welcome.

Reasonable adjustments: All interviews assess the skills of the job itself and should not put you at a disadvantage of your disability/condition. If you require reasonable adjustment, please let us know so we can accommodate you. To do this, please include your reasonable adjustment requirements during the application stage or contact the person who offered you an interview. You do not have to disclose your condition when you are applying for a role with us. The Equality Act 2010 defines a disabled person as someone who has a physical or mental impairment that has a substantial and long-term negative effect on their ability to do daily activities.