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Service Manager

Our client is looking to recruit an experienced Service Manager in the Automotive Sector to be based at their site near Sheffield. In this new position, you will be responsible for establishing and growing customer service support that achieves departmental KPI’s and exceeds customers’ expectations. Customers include the OEM dealers who sell the products, and the end-users, ensuring provision of a highly professional and responsive service.Reporting to the Head of Service & Repair, you will be responsible for customer service, retail/internal and warranty. In return you will receive the following benefits: Benefits:£35,000 Salary, bonus scheme, 28 days holiday, pension scheme, hours of work are Monday - Friday 08:00-17:00, Alternate Saturdays 09:00-16:00.

  • Location: Stocksbridge
  • Salary: 35k + Bonus
  • Contract Type: Permanent
  • Closing: 3 December 2021
  • Ref: 900825

Key Responsibilities of the Service Manager:

• Act as primary escalation point for issues and/or disputes from customers or dealers, ensuring that positive and effective relationships are maintained.

• Take ownership of customers’ issues and follow problems through to resolution.

• Manage the inputs from the Company’s e-commerce platforms efficiently and professionally.

• Support an end-to-end mapping of the current Customer Journey and drive measurable improvements across all Aftersales activities.

• Establish and embed Aftersales processes to deliver identify areas of improvement and action plan change.

• Manage individual and team performance to meet / exceed all applicable KPIs.

• Provide effective cross-team collaboration between Sales, Finance, Operations and Engineering.

• Conduct half-yearly performance reviews for direct reports to ensure a healthy two-way dialogue, and each employee’s happiness and effectiveness in their respective role.

• Create and maintain insightful reports on customer interactions, warranty claims, and related statistics.

• Ensure departmental compliance with company guidelines and policies, especially those relating to the Environment, Health and Safety, ethics, values, and codes of conduct.

• Develop structured forecasts for warranty spend and measure performance against Budget, providing regular tracking reports for senior management.

• Conduct ongoing root cause analysis on warranty claims and share with relevant stakeholders within the business.

• Manage and drive efficient and effective Aftersales processes and improvement actions.

• Keep ahead of the industry’s developments and apply best practices where improvement is needed.

As the Service Manager you will have:

• A demonstrable track record in implementing successful customer facing strategies and initiatives.

• Strategic thinker with a proven ability to influence cross-functional teams without formal authority.

• Previous experience of measuring and monitoring performance to drive improvements.

• Excellent organisational and administrative capabilities.

• Good overall computer literacy and ability to use Microsoft software applications.

• Excellent verbal and written communication skills

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