Service Manager

Drive Motor Retail Limited; Tees Valley; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Overtime on Saturdays

Holiday entitlement 24 days + 8 bank

Family discounts

Discount app

Medicare cash plan

Job summary

Drive Motor Retail Limited in Hartlepool is seeking a Service Manager to lead the Service Department, drive performance and enhance the customer experience. The role focuses on people, processes and commercial results within Aftersales.

This position offers a base salary of £45,000 with an OTE of £55,000, and a 40-hour workweek. You will be visible in the workshop, developing the team and delivering service excellence.

Qualifications

• Experience leading a Service Department or Aftersales team.
• Strong focus on customer satisfaction and service quality.
• Ability to drive performance, productivity and profitability.

Responsibilities

• SSS / PSS: driving customer satisfaction, monitoring results and putting action plans in place where performance isn't where it needs to be
• CSI & Customer Experience: using customer feedback, complaints and survey results to identify trends and improve the customer journey
• Productivity & Efficiency: managing technician productivity, efficiency, utilisation and available hours
• Workshop Performance: controlling WIP, hours sold, labour sales, booking capacity and workshop loading
• Commercial Performance: delivering Service Department revenue, profitability and key Aftersales KPIs
• Customer Complaints: taking ownership of escalated issues and ensuring they are resolved professionally and effectively

Job description

Location: Hartlepool
Salary: £45,000
OTE: £55,000
Hours: 40 hours per week

We're looking for a Service Manager who knows how to run a great Service Department.

This isn't just about keeping the workshop busy.

We're looking for an experienced Service Manager who can lead a team, drive performance, improve customer satisfaction and deliver strong commercial results.

You know Aftersales and we want to know what you can do with it.

What we're offering

• Basic Salary of £45,000
• OTE of £55,000
• 1.5x Overtime available on Saturdays
• 24 days' holiday + 8 Bank holidays
• Employee and family discounts on dealership services
• Discount app for savings on shopping, dining, and fitness
• Medicare cash plan – same-day access to online GP, dental and wellbeing support

What you'll be responsible for

You'll take ownership of the Service Department and be accountable for its people, customers and performance.

That means:

• SSS / PSS: driving customer satisfaction, monitoring results and putting action plans in place where performance isn't where it needs to be
• CSI & Customer Experience: using customer feedback, complaints and survey results to identify trends and improve the customer journey
• Productivity & Efficiency: managing technician productivity, efficiency, utilisation and available hours
• Workshop Performance: controlling WIP, hours sold, labour sales, booking capacity and workshop loading
• Commercial Performance: delivering Service Department revenue, profitability and key Aftersales KPIs
• Customer Complaints: taking ownership of escalated issues and ensuring they are resolved professionally and effectively

What does good look like?

A Service Department that is busy, productive and profitable, with a team that knows what is expected of them and customers who want to come back.

You'll understand the numbers, but you won't manage purely from behind a desk.

You'll be visible in the workshop, engaged with your team and focused on what is happening with customers.

Who are we looking for?

We're looking for an experienced Service Manager, Aftersales Manager or experienced Service professional ready for their next step.

Why Drive?

We're a growing, privately owned automotive group and we're investing in our people, our dealerships and our future.

We're looking for Service Managers who want to make a difference, develop their teams and have genuine ownership of their department's performance.

If you're ready for a Service Manager role where your experience, leadership and commercial ability will be recognised, we'd like to hear from you.