Service Manager (Assistant Manager level) - Automotive

Kah Motor Company Sdn. Berhad; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading automotive service provider in London is seeking a Service Manager to oversee frontline operations and ensure exceptional customer experiences. The role involves managing service advisors, improving service KPIs, and maintaining high levels of customer satisfaction. Candidates should have at least 5 years of experience in automotive customer service and excellent communication skills. This position offers a collaborative environment focused on service excellence.

Qualifications

• Minimum 5 years’ experience in automotive customer service or service advisor management.
• Strong conflict resolution and customer-handling abilities.

Responsibilities

• Oversee daily frontline operations, including customer reception.
• Ensure high standards of customer service aligned with Honda’s service philosophy.
• Mentor and coach service advisors to uphold service excellence.

Skills

Customer interaction management

Conflict resolution

Service KPI management

Team collaboration

Excellent communication skills

Education

Diploma or Degree in Automotive, Business, or related fields

Job description

Overview

The Service Manager is responsible for leading the frontline service operations to ensure exceptional customer experiences at Kah Motor service centres. This role focuses on managing the service advisors, handling customer interactions, and maintaining high levels of service satisfaction. The Service Manager works closely with the Workshop Manager to ensure seamless coordination between front-end and back-end service delivery.

Key Responsibilities

• Oversee daily frontline operations, including customer reception, appointment management, and service advisor performance.
• Prepare business plans and implement cost management initiatives to enhance overall profitability.
• Maintain high standards of customer service aligned with Honda’s service philosophy.
• Handle customer feedback, consult with senior management as needed, and ensure all complaints are resolved professionally and amicably.
• Ensure timely and transparent communication with customers regarding service updates, quotations, and follow-ups.
• Monitor service centre performance, including turnaround time, customer feedback, and implement improvements.
• Coordinate with the Workshop Manager to align job scheduling, resource allocation, and service flow.
• Mentor, coach, and evaluate service advisors to uphold service excellence and process adherence.
• Collaborate with Parts Department & Workshop Manager to provide accurate timelines to customers.
• Support warranty and goodwill claim discussions from the customer interface perspective.
• Analyze service data and KPIs to identify trends and drive continuous improvement.
• Cover the Workshop Manager’s duties in their absence, ensuring continuity of operations.
• Handle all ad-hoc projects and duties as assigned.

Key Qualifications

• Diploma or Degree in Automotive, Business, or related fields.
• Minimum 5 years’ experience in automotive customer service or service advisor management.
• Excellent communication and interpersonal skills.
• Strong conflict resolution and customer-handling abilities.
• Experience in managing service KPIs and improving customer satisfaction.
• A team player who collaborates well with technical teams.