Service (Assistant) Manager - Automotive

Kah Motor Company Sdn. Berhad; City Of London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading automotive service company in the UK seeks a Service Manager to oversee operations and ensure exceptional customer experiences. The ideal candidate will lead service advisors, drive customer satisfaction, and manage service performance metrics. Required skills include a background in automotive or business, strong communication, and customer service experience. This role emphasizes team collaboration and continuous improvement in service quality.

Qualifications

• Minimum 5 years' experience in automotive customer service or service advisor management.
• Excellent communication and interpersonal skills.
• Strong conflict resolution and customer-handling abilities.

Responsibilities

• Oversee daily frontline operations, ensuring customer satisfaction.
• Prepare business plans and implement cost management initiatives.
• Monitor service centre performance and implement improvements.

Skills

Customer Retention

Management Skills

Leadership

Microsoft Excel

Regulatory Compliance

Service Management

Automotive Industry

Customer Service

Service Excellence

People Management

Education

Diploma or Degree in Automotive, Business, or related fields

Job description

Roles & Responsibilities

The Service Manager is responsible for leading the frontline service operations to ensure exceptional customer experiences at Kah Motor service centres. This role focuses on managing the service advisors, handling customer interactions, and maintaining high levels of service satisfaction. The Service Manager works closely with the Workshop Manager to ensure seamless coordination between front-end and back-end service delivery.

Key Responsibilities

• Oversee daily frontline operations, including customer reception, appointment management, and service advisor performance.
• Responsible to prepare business plans and implement cost management initiatives to enhance overall profitability.
• Maintain high standards of customer service aligned with Honda's service philosophy.
• Handle customer feedback, consult with senior management as needed, and ensure all complaints are resolved professionally and amicably.
• Ensure timely and transparent communication with customers regarding service updates, quotations, and follow-ups.
• Monitor service centre performance, including turnaround time, customer feedback, and implement improvements.
• Coordinate with the Workshop Manager to align job scheduling, resource allocation, and service flow.
• Mentor, coach, and evaluate service advisors to uphold service excellence and process adherence.
• Collaborate with Parts Department & Workshop Manager to provide accurate timelines to customers.
• Support warranty and goodwill claim discussions from the customer interface perspective.
• Analyze service data and KPIs to identify trends and drive continuous improvement.
• Cover the Workshop Manager's duties in their absence, ensuring continuity of operations.
• Handle all ad-hoc projects and duties as assigned.

Key Requirements

• Diploma or Degree in Automotive, Business, or related fields.
• Minimum 5 years' experience in automotive customer service or service advisor management.
• Excellent communication and interpersonal skills.
• Strong conflict resolution and customer-handling abilities.
• Experience in managing service KPIs and improving customer satisfaction.
• A team player who collaborates well with technical teams.

Working Locations:
255 Alexandra Road Singapore

Tell employers what skills you have

• Customer Retention
• Management Skills
• Leadership
• Microsoft Excel
• Regulatory Compliance
• Service Management
• Vehicles
• Warranty
• Automotive Industry
• Customer Satisfaction
• Customer Service
• Service Excellence
• Automotive Engineering
• People Management
• Mechanical Engineering
• Service Delivery