Service Centre Manager - Reading

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 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.

Summary of the Role Purpose

A Service Centre Manager is responsible for the financial success and day-to-day operations of a Service Centre. Their duties include:

• 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
• Customer Service and telephony skills
• Succession Planning
• Delegation
• Time Management