Service Manager

Platinum Motor Group; Trowbridge; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Company car

Company events

Company pension

Employee discount

Free flu jabs

Free On-site parking

Health & wellbeing programme

Life insurance

Referral programme

Sick pay

Store discount

Job summary

Platinum Motor Group is seeking a Service Manager to lead the service department, drive performance, and ensure high customer satisfaction at our site. You will oversee workshop operations, warranties, recalls, and upsell opportunities while maintaining compliance with manufacturer standards.

The role requires strong leadership, extensive automotive knowledge, and experience with DMS systems, with a focus on delivering efficient service and excellent customer care.

Qualifications

• Proven experience as a Service Manager or in a similar leadership role within the automotive industry.
• Strong technical knowledge of vehicles and service procedures.
• Exceptional leadership and team management skills.
• Excellent communication, organisational, and problem-solving abilities.
• Ability to handle difficult or frustrated customers with professionalism and empathy.
• Strong understanding of service department metrics and reporting.
• Experience with Pinnacle/Keyloop DMS systems.

Responsibilities

• To maximise departmental performance in line with market potentials through the sale of labour, parts and materials.
• To deal with customer requirements for service and vehicle repairs in an efficient and courteous manner to ensure high standards of customer satisfaction.
• To ensure customer requirements are fully understood and communicated in an effective manner to other members of the department.
• To accurately manage the recording of customer and vehicle details and service histories and to operate a customer follow-up system.
• To plan the optimum utilisation of the workshop capacity.
• To carry out recall programs and procedures as per manufacturers guidelines and recommendations.
• To ensure the highest possible standard of workmanship within the workshops and to ensure that all work is completed on time and to customer satisfaction.
• To ensure that efficient use is made of all resources including labour, materials and equipment.
• To control, supervise and educate all department staff in the proper use of equipment and resources.
• To maximise customer satisfaction through the correct application of the manufacturers warranty and goodwill procedures.
• To ensure accurate submission of warranty and goodwill claims on a daily basis and to monitor daily and weekly warranty reports.
• To upsell additional products or services to enhance the customer experience.
• Ensuring that both Internal and manufacturers KPI's are achieved.
• Understanding of budget and accounts.
• To adhere to manufacturer protocols at all times.
• To be responsible for the overall management and compliance of the MOT testing on site.
• Ensuring we always remain compliant with company, DVSA, manufacturer and health and safety policies.

Skills

Leadership

Customer focus

Team management

Communication

KPI reporting

Tools

Pinnacle DMS

Keyloop DMS

Job description

Department: Service

Driver Licence Required: Yes

Your role will be:

• To maximise departmental performance in line with market potentials through the sale of labour, parts and materials.
• To deal with customer requirements for service and vehicle repairs in an efficient and courteous manner to ensure high standards of customer satisfaction.
• To ensure customer requirements are fully understood and communicated in an effective manner to other members of the department.
• To accurately manage the recording of customer and vehicle details and service histories and to operate a customer follow-up system.
• To plan the optimum utilisation of the workshop capacity.
• To carry out recall programs and procedures as per manufacturers guidelines and recommendations.
• To ensure the highest possible standard of workmanship within the workshops and to ensure that all work is completed on time and to customer satisfaction.
• To ensure that efficient use is made of all resources including labour, materials and equipment.
• To control, supervise and educate all department staff in the proper use of equipment and resources.
• To maximise customer satisfaction through the correct application of the manufacturers warranty and goodwill procedures.
• To ensure accurate submission of warranty and goodwill claims on a daily basis and to monitor daily and weekly warranty reports.
• To upsell additional products or services to enhance the customer experience.
• Ensuring that both Internal and manufacturers KPI's are achieved.
• Understanding of budget and accounts.
• To adhere to manufacturer protocols at all times.
• To be responsible for the overall management and compliance of the MOT testing on site.
• Ensuring we always remain compliant with company, DVSA, manufacturer and health and safety policies.

Our Requirements:

• Proven experience as a Service Manager or in a similar leadership role within the automotive industry.
• Strong technical knowledge of vehicles and service procedures.
• Exceptional leadership and team management skills.
• Excellent communication, organisational, and problem-solving abilities.
• Ability to handle difficult or frustrated customers with professionalism and empathy.
• Strong understanding of service department metrics and reporting.
• Experience with Pinnacle/Keyloop DMS systems.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Well-presented and have excellent interpersonal and organisational skills.
• Ability to build rapport and create lasting relationships with customers and team members alike.
• Valid UK driver’s license.

We will provide:

• A supportive and dynamic work environment.
• Opportunities for growth and career development.
• Access to ongoing training and manufacturer certifications.
• Competitive salary, bonus structure, and comprehensive benefits package.
• Benefits: Company carCompany events,Company pension,Employee discount,Free flu jabs,Free On-site parking,Health & wellbeing programme,Life insurance,Referral programme,Sick pay &Store discount