Service Centre Manager - Carlisle

Auto Windscreens; Carlisle; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading automotive glazing company in the UK is looking for a Service Centre Manager for their Carlisle Service Centre. This role will focus on maximising operational efficiency, ensuring customer satisfaction, and leading a motivated team. Responsibilities include managing performance, maintaining compliance, and handling escalated complaints. The ideal candidate will have strong leadership, communication skills, and IT literacy, alongside an ability to drive continuous improvement and manage P&L responsibilities.

Responsibilities

• Maximise operational efficiency and productivity.
• Maintain and improve operational processes to ensure high compliance levels.
• Develop a culture focused on total customer satisfaction.
• Lead the team through effective communication and engagement.
• Manage team performance against KPIs and address concerns.
• Plan team resources and manage shifts to ensure productivity.
• Manage P&L to maintain profitability and budget compliance.
• Handle complaint escalations and develop action plans.
• Present performance reports to the Area Manager.
• Ensure compliance with health, safety, and operational requirements.
• Identify recruitment needs for the Service Centre.

Skills

Continuous Improvement

Leadership

Communication and Interpersonal Skills

IT Literacy

System Knowledge

Customer Service

Succession Planning

Time Management

Stock Inventory Management

Tools

Microsoft Outlook

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

IFS/FSM

HR Portal

Power BI

Job description

Auto Windscreens is one of the UK’s fastest growing and leading automotive glazing companies, innovation is at the heart of our business whether it be robotic lifting devices, wet weather canopies or new windscreen bonding equipment that will set even in damp or freezing conditions.

We lead the industry in the training and certification of our technicians and offer an excellent opportunity for personal development.

As part of The Sunday Times list of the Top 100 companies to work for, Auto Windscreens offers the chance to join a vibrant, innovative and forward thinking company.

We currently have exciting opportunities for a Service Centre Manager based at our Carlisle Service Centre.

Summary Of The Role Purpose

• Maximising operational efficiency & productivity.
• Maintaining and improving operational processes and ensure that high levels of compliance are evident within the Service Centre.
• Developing a culture that ensures total customer satisfaction is at the centre of the operation.
• Promoting and creating a reward and recognition culture for outstanding service delivery by individuals and teams.

Key Responsibilities Of a Service Centre Manager

• Motivate and lead a team through regular communication, recognition and engagement
• Effectively and consistently manage their team in accordance with Company procedures and values, including people management procedures such as Disciplinary, Absence Management and Performance Management
• Continuously monitor team performance and KPI’s ensuring that any performance concerns are addressed and managed appropriately
• Hold regular 1-2-1’s and performance reviews with team members in line with the company appraisal process, to discuss their performance in line with set objectives and goals, and to ensure their training and development needs are being met
• Effectively plan the teams resource and availability through managing shift patterns, annual leave and absence to ensure focus on consistent productivity and performance during operational hours
• Effectively manage a P&L ensuring that costs and performance are in-line with budgets and take necessary action to maintain profitability
• Effectively deal with any complaint escalations and Identify the root cause of complaints and develop action plans to address and improve to an acceptable level
• Present both weekly and monthly reports to the Area Manager in relation to performance, identifying any risks and providing detailed plans to maintain or correct performance
• Ensure compliance and the timely delivery of health and safety, quality, financial, operational and environmental requirements in-line with best practice and legal frameworks using the relevant process including monthly inspections / I-Auditor
• Identify recruitment needs for the Service Centre, as approved by the Area Manager
• Understand and manage fleet and equipment requirements for the Service Centre
• Establish and maintain effective communication and relationships with colleagues from the Head Office departments

Key Skills

• Continuous Improvement- identifies and implements ways to make job tasks or processes more efficient
• Leadership- ability to inspire, influence, lead by example
• Communication and Interpersonal - ability to effectively and clearly communicate to the team through a range of methods- verbally, written (email, instant messaging)
• IT Literacy- good understanding of Microsoft packages such as Outlook, Word, Powerpoint and Excel
• System Knowledge- IFS/ FSM, HR Portal, Power BI
• Customer Service and telephony skills
• Succession Planning
• DelegationTime Management
• Stock Inventory