Assistant Service Manager

Assistant Service Manager

Salary: £35,000–£45,000 + Bonus
Location: Torbay, Devon

Role Overview

An experienced and motivated Assistant Service Manager is required to support the day-to-day operation of a busy automotive service department. Working closely with the Service Manager, you will lead the front-of-house service team, drive operational performance, maximise profitability, and ensure exceptional customer satisfaction.

This is an excellent opportunity for a Senior Service Advisor, Workshop Controller, or existing Assistant Service Manager looking to progress within a successful dealership environment.

Key Responsibilities

Leadership & Team Management

• Support the Service Manager in the daily running of the service department.
• Lead, motivate, and develop Service Advisors and support staff.
• Conduct team briefings, coaching sessions, and performance reviews.
• Manage staff absence, holiday planning, and departmental cover.

Customer Experience

• Ensure outstanding customer service throughout the customer journey.
• Resolve complex customer concerns and escalated complaints.
• Monitor and improve Customer Satisfaction Index (CSI) performance.
• Build strong customer relationships to encourage repeat business.

Operational Management

• Oversee workshop loading and technician utilisation.
• Monitor work-in-progress and ensure jobs are completed efficiently.
• Work closely with Workshop Controllers and Parts teams to minimise delays.
• Maintain smooth workflow and effective communication across departments.

Commercial Performance

• Drive labour sales, service plan penetration, and aftersales profitability.
• Monitor daily, weekly, and monthly KPIs.
• Support budget achievement and departmental growth objectives.
• Identify opportunities to improve efficiency and revenue generation.

Compliance & Standards

• Ensure compliance with manufacturer requirements and company policies.
• Maintain Health & Safety standards across the department.
• Support warranty administration and audit processes.
• Ensure accurate documentation and reporting procedures are followed.

Candidate Requirements

Essential

• Previous automotive aftersales experience.
• Experience in a leadership or supervisory position within a service department.
• Strong understanding of workshop operations and customer service processes.
• Excellent communication and people-management skills.
• Commercially aware with a focus on profitability and performance.
• Full UK driving licence.

Desirable

• Main dealer experience.
• Experience with Keyloop, Kerridge, Drive, or similar DMS systems.
• Knowledge of manufacturer warranty procedures.
• Automotive management qualifications.

Key Performance Indicators

• Customer Satisfaction (CSI)
• Labour Sales Performance
• Workshop Efficiency & Utilisation
• Service Retention
• Revenue & Gross Profit
• Employee Performance & Development
• Warranty Compliance

Benefits

• Competitive basic salary of £35,000–£45,000
• Performance-related bonus scheme
• Company pension
• Manufacturer and management training
• Career progression opportunities
• Employee discounts and wellbeing benefits