Workshop Controller

Mercedes Benz; City Of London; On-site; GBP 32,000 - 42,000; Full time

Job summary

Mercedes-Benz of Guildford is seeking a Workshop Controller to optimise workshop resources and control the flow of work to maximise utilisation and profitability. You will lead the team, plan the distribution of work, monitor KPIs, and identify training needs to continually improve performance.

With strong leadership, excellent communication, and a proactive approach to customer service, you will ensure efficient operation of the service department and high customer satisfaction.

Qualifications

• Previous experience as a Workshop Controller or similar automotive aftersales role.
• Strong leadership and organisational skills.
• Excellent communication and ability to build cross-department relationships.

Responsibilities

• To calculate and manage the effective use of workshop resources.
• Monitor individual and workshop efficiencies to ensure key performance indicators are met.
• Plan the distribution of work amongst the team utilising available skills mix.
• Identify individual training and development needs.
• Manage workshop standards in accordance with company requirements.
• Resolve customer issues in line with MBUK standards and customer expectations.
• Receive job cards from service reception, pre-time each job and allocate work to technicians to maximise sold hours and monitor progress.
• To hand over and receive back any loan vehicle according to the published procedure.
• To ensure that repair orders are raised and processed according to established guidelines and that work is completed to schedule.
• Ensure that all internal and external customers receive excellent levels of service.
• Identify difficulties a customer may experience within any department and resolve these alongside the team.
• Be prepared to cover other departments due to absence or workload.

Job description

Workshop Controller | Mercedes-Benz of Guildford

An opportunity has arisen to join us as a Workshop Controller at Mercedes-Benz of Guildford. The main purpose of this role is to manage the process of optimising workshop resources to meet agreed departmental budgets and to control the flow of work through the workshop to maximise its utilisation and ensure that technicians are working efficiently. You will be required to understand and communicate effectively with other members of the department. Ensuring efficient operation of the service department, to meet and exceed customer expectations and maximise workshop profitability.

Key Responsibilities

• To calculate and manage the effective use of workshop resources.
• Monitor individual and workshop efficiencies to ensure key performance indicators are met.
• Plan the distribution of work amongst the team utilising available skills mix.
• Identify individual training and development needs.
• Manage workshop standards in accordance with company requirements.
• Resolve customer issues in line with MBUK standard and customer expectations.
• Receive job cards from service reception, pre-time each job and allocate work to technicians so as to maximise sold hours and monitor progress of job
• To hand over and receive back any loan vehicle according to the published procedure.
• To ensure that repair orders are raised and processed according to the established guidelines and that work is completed to schedule.
• Ensure that all internal and external customers receive excellent levels
• Ensure that the department helps to promote services offered by other departments within the dealership.
• Identify any difficulties a customer may experience within any department and resolve these alongside the other departments within the team
• You will be required in some instances to cover other departments due to absence or workload so must be prepared and able to adapt and diversify in accordance with the office/workplace dynamic

To be successful in this role

• Previous experience as a Workshop Controller, Senior Technician, or within a similar automotive aftersales position.
• Strong leadership and organisational skills, with the ability to manage multiple priorities effectively.
• Excellent communication skills and the ability to build strong working relationships across departments.
• A proactive approach to problem-solving and delivering outstanding customer service.
• A focus on efficiency, quality, and continuous improvement.
• A full UK driving licence.

Hours of Work: Monday to Friday: 7:00am 5:00pm (1 hour unpaid lunch break) Total : 45 hours per week TPBN1_UKTJ