Service Advisor Desk Manager

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

At Sandicliffe, we're passionate about delivering outstanding customer experiences and supporting our teams to achieve their best. We're looking for an experienced and motivated Service Desk Manager to lead our busy service reception team at our Loughborough dealership.

This is an excellent opportunity for a customer-focused automotive professional with strong leadership skills to play a key role in driving service performance, customer satisfaction, and team development within a well-established and respected motor retailer.

About the Role

As Service Desk Manager, you will oversee the day-to-day operation of the Service Desk, ensuring customers receive a professional, efficient, and welcoming experience from booking through to vehicle collection.

Working closely with the Service Manager, Workshop Controller, Technicians, and manufacturer partners, you'll lead the front-of-house service team, drive operational excellence, and help maximise service department performance.

Key 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.

About You

We are looking for someone who can inspire a team while maintaining a strong focus on customer care and operational efficiency.

You'll ideally have:

• Previous experience in a Service Desk Manager, Senior Service Advisor, Service Team Leader 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.
• The ability to lead, coach and develop a high-performing team.
• A proactive, positive and solution-focused approach.
• Strong IT and administrative skills.A full UK driving licence.

What We Offer

• Competitive salary plus performance-related bonus.
• Company pension scheme.
• Life assurance.
• Employee assistance programme.
• Manufacturer and industry-leading training.
• Career development opportunities within a growing motor group.
• Employee discounts across our services.
• Enhanced Paternity & Maternity Scheme
• Cycle to work Scheme
• Employee referral program
• Aviva Digicare scheme
• Long Term service awards
• Friendly and supportive working environment.

Diversity, Equity & Inclusion

At Sandicliffe, we are committed to creating an inclusive workplace where everyone feels respected, valued, and able to thrive. We welcome applications from all backgrounds, experiences, and communities. Recruitment decisions are made based on skills, experience, and potential.

Salary is displayed as an OTE

Please note, Sandicliffe's official job title for this role is Service Desk Manager

Join Sandicliffe in Loughborough and help drive exceptional customer service every day.

All employment offers are conditional upon the successful completion of relevant pre-employment checks.