The Opportunity
Swansway Motor Group is seeking a Service Manager - (Assistant to Aftersales Manager) to join our dynamic team. You will report into the Aftersales Manager and play a pivotal role in supporting the Service team and will be responsible for the service and aftersales care of our customers. We pride ourselves on offering only the highest level of customer service and this is a key role in ensuring we achieve this.
Join Swansway Motor Group and be part of a company that values a family-centric approach, where we prioritise both our customers and team members.
More about the role:
* To ensure customer satisfaction through continuous quality control checks in line with the manufacturer requirements.
* Provide a knowledgeable, responsive, and efficient service.
* Manage and allocate Service Advisor workload day to day.
* Work closely with the Workshop Controller and ensure priority job cards are managed.
* Manage all service telephone, email and walk-in enquiries.
* Meet and greet customers, qualify work, and identify customer's additional needs at vehicle drop-off.
* Continuously seek to improve customer service feedback by identifying service improvement opportunities within the aftersales department and sharing any customer feedback with the management team.
* Ensure customer expectations and requirements are identified, and successfully managed, throughout the service process including follow up.
* Facilitate the efficient operation of the aftersales department workshop, booking work accurately, gathering and sharing all relevant information with the team.
* Efficiently manage customer communication through repairs with timely progress updates and gaining authorisation for additional work.
* To discuss and up-sell additional work to the customer, where appropriate.
* Be transparent and conduct efficient handovers fully explaining repairs and invoices for customers.
More about you:
Essential:
* Flexible team player, able to undertake new tasks and use initiative to support the aftersales team during busy periods.
* Results focused, you will be resilient and overcome obstacles to succeed.
* A good technical awareness or understanding of vehicles and components.
* Experience of upselling products or services.
* Must have a valid driving license.
A bit more about the family
Founded in 2003 by Michael Smyth and his three sons, David, Peter and John, Swansway has grown from five motor dealerships in Cheshire and the West Midlands to the 20 dealerships we have today. From Birmingham in the South to Carlisle in the North we partner with eleven brands including; Audi, Volkswagen, Land Rover, Honda and many more.
We’re expanding our own-brand, Motor Match our used sites, and we don’t stop at dealerships; we operate four Volkswagen Group Trade Part Centres, an Accident Repair Centre, a Group Fleet Sales Centre and an eBay shop re-cycling obsolete parts. All this is supported by our Head Office in Crewe.
But, it’s not what we do that makes us the company we are, it’s how we do it; it’s our family heritage that sets us apart, with the Smyth family playing a hands-on role in the day-to-day running of the business; we genuinely care about our customers and our Swansway family and that makes us a great place to work. We live by our caring, honest and proud values which is why our long service boards are brimming with names who’ve been with us five, ten and fifteen years!
Benefits of working for Swansway Group:
Joining our Swansway family comes with numerous benefits designed to support your growth, well-being, and work-life balance:
* Increased holiday entitlement with length of service.
* Enjoy your birthday off, on us.
* Access to 24/7 Employee Assistance Programme and counselling services for you and your family.
* Company Pension Scheme to secure your future.
* Long service recognition that celebrates your dedication and contribution.
* Discounts on products and services that extend to our family.
* Access to our Car Benefit Scheme, for you and your family.
* Participation in our Cycle to Work scheme.
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