Service Team Lead - Customer Experience (Automotive)

Hedin Automotive London; Bromley; On-site; GBP 42,000 - 58,000; Full time

Benefits offered by this job

OTE circa £50k

25 days annual leave

Life insurance

Employee assistance program

Vehicle service discounts

Pension plan

Job summary

Hedin Automotive Mercedes-Benz West Bromley is seeking an experienced Service Executive Supervisor to lead the service team and ensure exceptional customer service throughout the service journey.

You will act as the main point of contact for customers, manage appointments, coordinate with technicians, and supervise service executives to uphold Mercedes-Benz standards. The role offers a 45-hour week with OTE circa £50k and a strong benefits package.

Qualifications

• Experience supervising a team of aftersales service professionals.
• Proven experience in an aftersales role within a busy, fast-paced automotive department.
• Exceptional organisational abilities with a proven capacity to manage multiple tasks in high-pressure environments.
• Clear and effective communicator with a talent for building rapport and delivering a great customer experience.
• Proficiency in using CRM and service management software.
• Right to work in the UK and a full UK driving licence.

Responsibilities

• Deliver exceptional customer service by understanding customer needs and expectations.
• Manage service appointment scheduling and vehicle check-in processes.
• Liaise with technicians and service teams to provide accurate time estimates and repair details to customers.
• Handle customer inquiries and provide expert advice on service and repair options.
• Ensure all documentation is complete and accurate, and maintain customer records.
• Adhere to Mercedes-Benz service standards and guidelines to maintain brand integrity.
• Present and sell additional repairs to customers.
• Supervise and support the wider service executives providing leadership and guidance where required.

Skills

Team leadership

Customer service

CRM proficiency

Tools

CRM software

Job description

Hedin Automotive Mercedes-Benz West Bromley is seeking an experienced Service Executive Supervisor to lead the service team and ensure exceptional customer service throughout the service journey.

You will act as the main point of contact for customers, manage appointments, coordinate with technicians, and supervise service executives to uphold Mercedes-Benz standards. The role offers a 45-hour week with OTE circa £50k and a strong benefits package.