Assistant Service Manager: Customer Experience Leader

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

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.