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12 months ago
Land Rover
Salary: Competitive
Location: Glasgow
Job type: Permanent
Contact: Recruitment Team
Category: Administration, Admin Manager Jobs

Service Reception Manager

Land Rover Glasgow North

Job Role

Working within our busy Land Rover North Retailer in Glasgow, your role as Service Reception Manager will be to develop and manage the performance of your Service Reception team in delivering an exceptional customer service experience whilst implementing plans and processes to optimise the full profit potential of the department.

Key Responsibilities & Duties:

  • Provide support to the Service manager in providing guidance and training to each of the Service Reception team to encourage a forward thinking attitude and a “NICER” culture which will help them achieve their full potential (Nice, Informative, Caring, Enthusiastic and Responsive)
  • Ensure all clerical functions within the service department are carried out in accordance with stated policies ref warranty claims, customer follow up, workshop loading, estimating, invoicing and daily operating controls
  • Maximise customer satisfaction by treating customers as individuals and delivering an exceptional service experience
  • Deliver our Customer First Principles : Personalised, Transparent, Easy To Do Business With, Dependable and Make me Feel Special
  • Assist the Service Manager to monitor department performance against budget, identify any shortfall and implement plans to improve the performance
  • Achieve service department target on a monthly basis
  • Assist the Service Manager to analyse local market statistics to identify opportunities within the territory
  • Assist the Service Manager to organise departmental forecasts and reports in a clear and timely manner
  • Maintain effective liaison between reception and workshop control
  • Maximise manufacture score card performance
  • Customer complaint handling and resolving on a timely basis
  • To monitor and control WIP to a minimum on a daily basis
  • Workshop Job Cards to be completed to a high standard
  • Daily invoicing regime to achieve daily targets
  • Ensure all Cash Sales invoices are collected expeditiously
  • Assist Service Manager with the timely submission of Purchase Ledger Invoices
  • Ensure EMAC Service Plan Account is up to date and running smoothly
  • Maximise upsell from Red & Amber work on EVHC
  • C-it Now videos to be followed up to maximise opportunity
  • Maximise our Service 6 Score on Lead Time, Condition of Car, Mobility, Right First Time, Explanation of Work and Follow up Contact

What we’re looking for:

  • An ambitious and target driven leader with a proven track record of exceeding targets
  • Previous experience of supervising a team is essential, with the ability to train, coach and motivate the Service team to develop them to their full potential
  • A customer focused individual with an uncompromising attitude to delivering customer service and maintain a customer centric culture within the Service team
  • Outstanding interpersonal, organisational and communication skills
  • Innovative individual, willing to explore new methods of driving performance
  • A full and valid UK driving Licence

Our people are our greatest asset and we truly believe a happy team ensures happy customers. Our mission is to create “customers for life” so we live by our NICER values with regards to both our customers and each other….Nice, Informative, Caring, Enthusiastic and Responsive. In return for our people’s hard work, we provide the opportunity of a long term career working alongside our driven and dedicated team. On offer is the chance to work in a friendly, positive, people focused environment, exceptional opportunities for development, ongoing investment in Audi brand training as well as a competitive remuneration package.

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