Auto Service Desk Manager - Customer Excellence Lead

Sandicliffe Ltd; Loughborough; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Company pension

Life assurance

Cycle to work

Employee discounts

Training and development

Job summary

Sandicliffe Ltd in Loughborough is seeking a Service Desk Manager to lead our front-of-house service desk, ensuring a professional, efficient, and welcoming experience from booking through to vehicle collection.

You will oversee daily operations, drive performance, and develop the service desk team within a busy dealership environment, delivering outstanding customer service and supporting growth.

Qualifications

• Experience in a Service Desk Manager or similar automotive leadership role.
• Excellent customer service and relationship-building skills.
• Strong organisational and planning abilities.
• Experience managing KPIs, performance targets and customer satisfaction measures.
• Ability to lead, coach and develop a high-performing team.
• Proactive, positive and solution-focused approach.
• Strong IT and administrative skills; a full UK driving licence.

Responsibilities

• Lead, motivate, and develop the Service Advisor team.
• Manage daily service desk operations to ensure exceptional customer service.
• Monitor and improve customer satisfaction and retention.
• Support the achievement of departmental sales and profitability targets.
• Ensure service bookings are effectively managed and workshop capacity is optimised.
• Handle customer enquiries and resolve escalated concerns professionally.
• Maintain compliance with manufacturer standards and company processes.
• Produce and analyse service performance reports and KPIs.
• Coach and develop team members through regular reviews and ongoing support.
• Work collaboratively with the workshop and parts departments to deliver a seamless customer journey.

Skills

Service Desk Manager experience

Customer service

Organisation and planning

KPIs & performance targets

Leadership & team development

IT & administrative skills

UK driving licence

Job description

Sandicliffe Ltd in Loughborough is seeking a Service Desk Manager to lead our front-of-house service desk, ensuring a professional, efficient, and welcoming experience from booking through to vehicle collection.

You will oversee daily operations, drive performance, and develop the service desk team within a busy dealership environment, delivering outstanding customer service and supporting growth.