Reporting to the Aftersales Manager, as the Service Team Manager, you will oversee the Service Advisor and Service Quality team, to ensure excellent customer service and efficient handling of vehicle service and repair appointments. In his role, you will be the key liaison between our customers and the workshop, managing workflows and the customer journey from the initial booking through to the vehicle return. You will ensure all service activities are coordinated efficiently between customers and the service team, contributing to workshop productivity, customer retention and the overall success of the Aftersales Department.
Responsibilities:
- Supervise and support the Service Team, monitoring performance and providing coaching and training as needed
- Liaise with the workshop/technicians to ensure work is prioritised and service/repair booking time frames are met
- Monitor progress of repair jobs and proactively manage delays
- Identify opportunities to improve workshops and customer touchpoints, working with the Aftersales Manager to enhance operational efficiency and profitability
- Act as the first point of contact for technical customer issues or customer complaints, ensuring efficient resolution
- Maximize service marketing campaigns
Requirements
Minimum Qualifications:
- Valid full Driver's License
- Proven experience in service reception or customer service management
- Experience in a high value retail brand, understanding the expectations and standards required in delivering exceptional customer service
- Excellent knowledge/ understanding of the motor industry
- Excellent verbal and written communication skills
- Proven track record of achieving operational targets.
Desirable
- Basic vehicle repair knowledge
- Knowledge of automotive or technical service processes
- Familiarity with service management software (e.g. Kerridge, CDK)
Benefits
Porsche Retail Group are committed to promoting a culture that champions diversity and equal opportunities.
PRG believe diverse teams are catalysts of innovation and create multiple new ideas. One of our priorities is to celebrate diversity in all its dimensions while shaping an aspirational and inclusive company culture.
In return, we offer
- Basic Salary up to £45,000 per annum, depending on experience
- Monthly bonus payments - OTE of 35% of basic salary per annum
- A tax efficient VW Group Vehicle
- Option of a second VW Group Vehicle at a preferential leasing rate
- 33 days holiday, with extra days for long service
- Fixed hours each week - no shift patterns. Monday to Friday 8.00am to 6.00pm and 1 in 4 Saturdays on a rota basis from 8.00am to 1.00pm
- Preferential rates on several products and services, including high street brands, restaurants, gyms and Porsche products
- Life Assurance
- DC Pension Scheme
- Employee Assistance Program - support and advice on issues impacting your wellbeing
- Dedicated mental health champions
- Employee representative body - your voice at work
Centre:
Porsche Centre South London, is located off the A20 towards Bexley. With free onsite parking and stone's throw away from Tesco Superstore. It's also a five-minute drive from Bannatyne Health Club and Orpington's Retail Park.
Company
Headquartered in Reading alongside Porsche Cars GB Ltd, Porsche Retail Group (PRG) are owned wholly by Porsche Germany. We operate several Porsche Centres, Service Centres and a Trade Parts Distribution Centre in and around London and the South-East.
Our journey embodies the Porsche DNA, a love of sports cars and a passion for excellence and challenging the status quo. Our centres feature state-of-the-art facilities and highly trained staff to ensure that the purchasing, servicing, and ownership experience of Porsche customers are of the highest quality.
