Lead Service Advisor Supervisor - Automotive Aftersales

Hedin Automotive London Ltd; Greater London; On-site; GBP 43,000 - 58,000; Full time

Job summary

Mercedes-Benz West Bromley is seeking a Service Executive Supervisor to lead the aftersales team and ensure outstanding customer service across all service journeys. You will be the main contact for customers, oversee scheduling, liaise with technicians, and provide accurate repair details.

A strong supervisor background and CRM proficiency are essential to succeed in this role. OTE circa £50k with a 45-hour week, 8:00am–6:00pm, Monday to Friday plus overtime Saturdays on rota.

Qualifications

• Experience supervising a team of aftersales service professionals.
• Proven experience in an aftersales role within a busy, fast-paced automotive department.
• Exceptional organisational abilities with a proven capacity to manage and prioritise multiple tasks in high-pressure environments.
• Clear and effective communicator with a talent for building rapport and creating an excellent overall experience for customers.
• Proficiency in using CRM and service management software.
• Dedication to maintaining high standards of customer satisfaction and service excellence.
• Right to work in the UK
• Full UK manual driving licence.

Responsibilities

• Deliver exceptional customer service by understanding customer needs and expectations.
• Manage service appointment scheduling and vehicle check-in processes effectively.
• Liaise with technicians and service teams to provide accurate time estimates and repair details to customers.
• Handle customer inquiries and provide expert advice on service and repair options.
• Ensure all documentation is complete and accurate, and maintain customer records meticulously.
• Adhere to Mercedes-Benz service standards and guidelines to maintain brand integrity.
• Present and sell additional repairs to customers.
• Supervise and support the wider service executives providing leadership and guidance where required.

Skills

Team supervision

Customer service

CRM software

Communication

Tools

CRM software

Job description

Mercedes-Benz West Bromley is seeking a Service Executive Supervisor to lead the aftersales team and ensure outstanding customer service across all service journeys. You will be the main contact for customers, oversee scheduling, liaise with technicians, and provide accurate repair details.

A strong supervisor background and CRM proficiency are essential to succeed in this role. OTE circa £50k with a 45-hour week, 8:00am–6:00pm, Monday to Friday plus overtime Saturdays on rota.