Service Centre Leader: Drive Growth & Customer Excellence

Markerstudy Group; Reading; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Auto Windscreens in Reading seeks a Service Centre Manager to drive financial performance and day‑to‑day operations of the service centre. You will lead a team, optimize processes and ensure high levels of customer satisfaction while adhering to safety and quality standards.

You will manage scheduling, expenses, reporting to the Area Manager, handle escalations, and develop a culture of continuous improvement and recognition.

Qualifications

• Experience leading a service centre or frontline operations.
• Proven ability to improve efficiency and customer service.
• Strong people management and performance review skills.

Responsibilities

• Motivate and lead a team through regular communication, recognition and engagement.
• Manage team in line with company procedures including disciplinary, absence and performance management.
• Monitor performance and KPIs, addressing concerns and driving improvement.
• Hold regular 1-2-1s and reviews aligned with objectives.
• Plan resources and shift patterns to maintain productivity.
• Manage P&L to keep costs in line with budgets and profitability.
• Handle complaint escalations and root-cause analysis with action plans.
• Present weekly and monthly reports on performance and risks.
• Ensure compliance with health & safety, quality, and environmental requirements.
• Identify recruitment needs and liaise with Head Office as needed.
• Maintain effective communication with colleagues across departments.

Skills

Continuous Improvement

Leadership

Communication

IT Literacy

Customer Service

Succession Planning

Delegation

Time Management

Tools

Microsoft Office

Job description

Auto Windscreens in Reading seeks a Service Centre Manager to drive financial performance and day‑to‑day operations of the service centre. You will lead a team, optimize processes and ensure high levels of customer satisfaction while adhering to safety and quality standards.

You will manage scheduling, expenses, reporting to the Area Manager, handle escalations, and develop a culture of continuous improvement and recognition.