Service Manager

Workforce Staffing; Cheltenham; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Performance bonus

Weekday hours

Career development

Supportive environment

Job summary

Workforce Staffing in Cheltenham seeks an experienced Service Manager to lead the service department and workshop. You will ensure efficient daily operations, high standards of customer service and achievement of commercial objectives.

Reporting to Directors, you will coach the team, plan workload, monitor KPIs, optimise profitability, manage relationships with customers and suppliers, and drive continuous improvements in the aftersales operation.

Qualifications

• Previous experience in a senior service role within automotive aftersales.
• Strong leadership and people-management skills with ability to motivate and develop a team.
• Proven track record in delivering high levels of customer service and department profitability.

Responsibilities

• Manage the day-to-day operation of the service department and workshop.
• Plan and manage workshop loading to maximise productivity and labour sales.
• Monitor performance to ensure work is completed efficiently and to a high standard.
• Deliver exceptional customer service and maintain communication with customers.
• Review estimates, job cards and invoicing to ensure profitability and accuracy.

Skills

Leadership

Customer service

Communication

Workshop management

Problem-solving

Driving Licence (UK)

Tools

Workshop management system

Job description

Service Manager
Cheltenham | £35,000 Basic + Performance Bonus | Full Time | Monday to Friday
We are recruiting on behalf of a well-established and highly respected independent automotive business in Cheltenham. Due to continued growth, they are looking to appoint an experienced and motivated Service Manager to lead their busy aftersales operation.
This is an excellent opportunity for a proactive individual who enjoys leading a team, delivering outstanding customer service and driving workshop performance. You'll play a key role in the continued success of the business, taking ownership of the service department while helping to develop both the team and the customer experience.
The Role
As Service Manager, you will be responsible for the day-to-day management of the service department, ensuring the workshop operates efficiently, customers receive first-class service and the department achieves its operational and commercial objectives.
Working closely with the Directors, you'll oversee workshop performance, support and develop the team, and identify opportunities to improve efficiency, profitability and customer satisfaction.
Key Responsibilities

• Manage the day-to-day operation of the service department and workshop.
• Plan and manage workshop loading to maximise productivity, efficiency and labour sales.
• Monitor performance to ensure work is completed efficiently and to a high standard.
• Ensure all vehicles progress through the workshop within agreed timescales.
• Deliver exceptional customer service and maintain regular communication with customers throughout their vehicle journey.
• Handle escalated customer concerns professionally, ensuring positive outcomes and high levels of customer satisfaction.
• Monitor departmental performance against key KPIs, including productivity, labour recovery, customer satisfaction and profitability.
• Review estimates, job cards and invoicing to ensure accuracy, profitability and excellent attention to detail.
• Identify opportunities to increase departmental revenue through effective service recommendations and additional work where appropriate.
• Work closely with the Parts department and technicians to minimise downtime and maximise workshop efficiency.
• Manage staffing levels, holidays and daily workflow to ensure the department operates effectively.
• Produce regular reports on departmental performance for senior management.
• Review existing processes and implement improvements to increase operational efficiency and enhance the customer experience.
• Ensure compliance with Health & Safety legislation and company policies.
• Build long-term relationships with customers, suppliers and local businesses to encourage repeat business and referrals.
• Support the continued growth of the business by contributing ideas to improve operational performance and profitability.

About You

• Previous experience as a Service Manager, Assistant Service Manager, Workshop Controller or Senior Service Advisor within the automotive industry.
• A confident leader with the ability to motivate, coach and develop a successful team.
• Strong commercial awareness with an understanding of workshop productivity, profitability and customer satisfaction.
• Excellent communication and customer service skills.
• Highly organised with the ability to prioritise and manage a busy workload.
• A proactive approach with excellent problem-solving skills.
• Experience using workshop management or dealer management systems.
• Full UK Driving Licence preferred.

What's on Offer

• Performance-related bonus
• Monday to Friday working hours.
• A supportive and friendly working environment.
• Long-term career opportunity within a growing independent business.
• Ongoing training and professional development.
• The opportunity to make a genuine impact on the success and future growth of the business.