Deputy Aftersales Service Manager – Lead & Elevate

Porsche; Sidcup; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Annual bonus up to 35% of basic salary

33 days holiday per year

Porsche Group tax-efficient company VW

Life Assurance

DC Pension Scheme

Employee Assistance Program

Job summary

Porsche Retail Group is seeking a Service Manager to act as deputy to the Aftersales Manager, leading day-to-day operations of the Service Department and driving outstanding customer experiences, team performance and commercial results.

You will develop and motivate a talented team, manage service reception, workshop operations and warranty processes, and ensure compliance with Porsche standards and health and safety regulations.

Qualifications

• Proven management or team leadership experience within an automotive aftersales environment.
• Strong knowledge of service reception, workshop operations, warranty processes, and customer service delivery.
• Experience leading customer-facing teams and driving operational performance.
• Demonstrable success in managing and improving departmental KPIs and profitability.
• Excellent coaching, people development, and performance management skills.
• Strong communication, customer complaint resolution, IT proficiency, and a full UK driving licence.

Responsibilities

• Act as Deputy to the Aftersales Manager, leading the department in their absence.
• Manage and develop the Service Reception Team, Service Administration, Service Quality function and Workshop Controller.
• Drive performance against KPIs including CSI, productivity, efficiency, utilisation and retention.
• Oversee daily workshop operations, loading and capacity planning to maximise performance.
• Ensure seamless communication between customers, reception, workshop and parts teams.
• Take ownership of customer complaints and escalations, ensuring prompt resolution.
• Monitor WIP, debt management and labour sales performance to achieve business targets.
• Maintain compliance with Porsche standards, manufacturer requirements and health & safety regulations.
• Lead performance management, coaching, recruitment and succession planning activities.
• Identify and implement continuous improvement initiatives to enhance customer satisfaction, profitability and operational efficiency.

Skills

Leadership

Service operations

KPI management

Coaching

Communication

Education

IMI or equivalent qualification

Tools

Warranty systems

Job description

Porsche Retail Group is seeking a Service Manager to act as deputy to the Aftersales Manager, leading day-to-day operations of the Service Department and driving outstanding customer experiences, team performance and commercial results.

You will develop and motivate a talented team, manage service reception, workshop operations and warranty processes, and ensure compliance with Porsche standards and health and safety regulations.