Customer Service Manager Automotive Dealership Heathrow Van Centre £45,000pa bonus opportunity 45 hours, Monday to Friday, with Saturday mornings as required Benefits • Working for an official Great Place to Work™️ and UK Best Workplace for three years running • A day off for your Birthday • 23 days of annual leave per year • Four times death in service benefit • Branded uniform. • Working for a Best UK Workplace for Wellbeing • Working for a UK Best Workplace for Development. • Working with our award-winning team – we have been named 'Service Provider of the Year' at the WhatVan? Awards 2022 and winners at the IOIC Employee Engagement Awards • Recipients of the Bronze Award under the Armed Forces Covenant. • Auto-enrolment pension • Enhanced Maternity and Paternity pay policies • Access to our wellness programme and Employee Assistance Programmes, including WeCare from Canada Life (EAP and 24HR Online GP access and second Medical Opinion) • Mental Health First Aiders • Reward and recognition programmes, including our annual Group Awards • Annual appraisals programme, self-development journal and progression opportunities • Manufacturer training and access to our in-house elearnings and development programme • Long service recognition The Role As the Customer Service Manager at our Heathrow Van Centre, you will oversee our team of Service Advisors who deliver front of house customer service, as well as our brilliant Service Administrators, ensuring a seamless customer journey from initial contact to aftersales care. You will be responsible for maintaining the highest standards of customer satisfaction, supporting the service team, and driving operational excellence, working with the workshop controller to lead the site on a day-to-day basis. Reporting into the Aftersales Manager, this role is about inspiring those around you to be the best they can be, leading by example and being a hands-on member of the service team. In this role code, you spend at least 30% of your time managing a team, whether that is every day in the department that you work in, or on a project. You are honest, open and inspiring and your colleagues know they can trust you. You act as a bridge between your colleagues and the departmental manager and are an advocate of the business. Duties: • Lead, motivate, and manage Service Advisors and Service Administrators to deliver an exceptional customer experience, ensuring a smooth process to assist with maintaining vehicle uptime. • Ensure invoicing is prompt and correct to minimise invoice queries and ensure KPIs are met month, quarterly and annually. • Act as the first point of escalation for customer queries and complaints, ensuring timely and effective resolution. • Implement and monitor customer service processes to enhance efficiency and customer satisfaction. • Ensure the success of our the 5 customer service feedback initiative. • Drive customer loyalty by delivering a consistent, high-quality service aligned with values of being Rewarding, Reliable and Respectful. • Undertake the role of service advisor and service administrator if additional resource is required. • Support the Aftersales Manager with day-to-day operations and ensure service department targets are achieved. • Working with the parts team on site to ensure mutual success and a joined-up approach to provide the highest levels of customer service. • Provide regular coaching, feedback, 121s and performance reviews to the service team as well as conducting annual appraisals. • Manage service appointment bookings and workload distribution to optimise productivity, utilising workshop loading. • Ensure the site meets, if not exceeds its service care sales targets. • Working with the Workshop Controller to ensure H&S process and policies are upheld at site. The Successful Individual: • Leadership - leadership skills help in motivating staff, ensuring commercial success and maintaining a customer-centric culture. Additionally, strong leadership promotes teamwork, enhances communication, and drives continuous improvement, ultimately contributing to dealership success and customer satisfaction. • Decision-making and problem-solving – these skills are crucial in handling escalations, ensuring smooth operations, and fostering long-term customer loyalty. • Resilience - A resilient person is someone who has strong coping skills and can draw on these when life presents challenges. • Motivation - To ensure personal and team success, being motivated is essential and is a key part of your role and it is part of being a brilliant team player. • Time Management- Ability to prioritise and complete tasks within time-frames to meet customer demands and maintain workshop efficiency. Please call Suzanne on (phone number removed) or submit your CV