Service Reception Manager - Brand New Purpose Built Luxury Workshop
Our client services an iconic brand and cover all aspects of vehicle maintenance from routine servicing to complete restoration of classic vehicles, no expense or effort is spared in the pursuit of automotive perfection
To oversee the day to day running and administration of the service reception. To be passionate about delivering superb levels of customer service in line with brand expectations.
To ensure the productive hours available each day are efficiently sold to maximise return.
To manage customers effectively throughout the day including the effective upsell of identified work.
To be proactive to ensure the department anticipates the needs and demands of the customer. Ensuring the timely and accurate presentation of invoices.
To be a key holder for opening and closing of the service department.
To assist the operations manager with developing policies and best practice.
To implement company procedures and policies, reviewing and updating when necessary.
Identify any training requirements for the service department.
Ensure effective communication with other departments within the business, such as Vehicle Sales, Parts etc.
Prepare/contribute to and implement marketing campaigns to generate activity for the department and to promote specific campaigns / products.
Conduct regular industry analysis to ensure the department remains current and fully competitive.
Prepare and contribute to the formation of the department business plan. Review performance against business plan throughout the period including identifying and monitoring KPI’s
Organise/participate in department meetings on a regular basis.
Conduct annual Performance Appraisals for service department personnel.
In conjunction with the Workshop Manager, ensure correct book times are allocated to job cards at all times. Review workshop job sheets to ensure that all actions have been documented according to Service Department policies.
Liaising with the Workshop Manager regarding extra work that has been identified and for any extra justifiable hours that may be required to complete the job.
In conjunction with the Workshop Manager, liaise with suppliers where necessary to ensure the smooth running of the workshop.
In conjunction with the Workshop Manager liaise with the parts department to ensure timely supply of all goods required.
Regular liaising with the Workshop Manager on all jobs with quick communication regarding delays or concerns.
Work with the Workshop Manager in order to respond to the client requests for updates on the status of their jobs and to keep the communication channels open to ensure information is accurate.
Receive and review feedback from customers, working with the Operations Manager to investigate customer complaints and concerns and suggest suitable and appropriate solutions /course of action.
Ensuring that the service department areas are kept clean and tidy at all times, reporting any maintenance required to the operations manager.
To ensure timely preparation of invoices giving in depth details of work carried out, reporting any issues that have been advised but not authorised to do, checking that all parts are listed on the invoice.
No formal qualifications are required but an in depth understanding of the job is a must
Perks & Benefits
Excellent benefits package
Role: Service Reception Manager
Job Type: Permanent
Location: Hatfield, Hertfordshire, South East
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