Automotive retailer Harwoods Group, represents prestigious car brands Aston Martin, Audi, Bentley, McLaren, Volvo, Jaguar and Land Rover, as well as the truck brand MAN. We have eighteen businesses across Sussex, Surrey, Kent and Hampshire. Our vision is to ‘create memorable experiences’, as we believe our primary role is to add maximum value to the customer journey. We also aim to make working at Harwoods as memorable and enjoyable as possible and benefit from above average employee engagement. With 98% of staff scoring positively when asked ‘I care about the future of Harwoods’, we’re a safe bet for a job and career. Harwoods Jaguar Land Rover Brighton are an appointed Jaguar Land Rover new and used car retail operation, with a full service and repair facility. In addition, we have a MOT facility on site. Our exciting and stunning new site in Brighton represents Jaguar and Land Rover across the southeast region from Hastings to Heathfield, across to Burgess Hill and Henfield and down to Worthing, with our core area being Lewes and Brighton. We have a team of hard-working, experienced staff, who are dedicated to delivering great customer experiences, with our customer-centric culture evident throughout the business. JOB PURPOSE The role of the Assistant Service Manager is to: Support the Service Manager in managing the sourcing and supply of manufacturer vehicle parts and monitor all service processes. Support the Service Manager in achieving service volumes and profit objectives through motivating and developing the service team to be fully competent in their job roles. Department/Business/Location: Aftersales Reports to: Aftersales Manager KEY RESPONSIBILITIES This Job Description is not contractual, and the content may be updated at any time. Maintain standards of performance of the service team through effective coaching and performance management. Recruit and select service team members in line with organisational and manufacturer requirements. Ensure understanding and adherence to manufacturer service requirements and customer satisfaction indicators within the business to maintain high levels of customer service standards. Ensure sufficient resources are available to meet servicing requirements and regularly review key operating controls (labour efficiency, labour sales, cost of sales), so they are in line with manufacturer and business operating requirements. Maximise commercial opportunities through developing and implementing campaigns within specific market sectors. Monitor and evaluate customer needs and competitor activity in the market, ensuring that service marketing campaigns are relevant and targeted. Ensure all service processes meet brand standards requirements and that they are implemented in a consistent manner. Regularly communicate and interact with members of other departments to develop the business and the business team ethos. Maintain a safe and healthy working environment, ensuring staff comply with Health and Safety requirements. Skills & Requirements Essential Full UK driving licence. Smart appearance. An understanding of all departments. Competency in numeracy, literacy and IT. Experience Essential Relevant motor industry experience. TEAM MEMBER COMPETENCIES Delivering Memorable Customer Service INDICATORS Makes customer satisfaction and customer loyalty a priority and shares customer feedback with team Drives improvements to meet changing customer requirements Ensures investment decisions or changes to processes/systems support good customer service Challenges and supports colleagues who do not support good customer service Recognises and rewards excellent customer service Sets and upholds customer satisfaction and experience standards WHAT GOOD LOOKS LIKE Consistently has a positive attitude, is often smiling Acknowledges customers with eye contact and a greeting Does what they say they will do Good communicator at all levels High Performing Teams INDICATORS Matches resources, skills and teams to meet business needs Role models good performance management and promotes a culture of learning and development Demonstrates ethical and professional behaviour, acts as a role model for others Leads communication with staff across the business to build engagement Visible and interactive with colleagues at all levels WHAT GOOD LOOKS LIKE Self-motivated and makes a positive contribution Has a can-do attitude, seen and heard offering solutions Builds healthy relationships with colleagues Goes the extra mile, organised, reliable, consistent Commercial & Operational Excellence INDICATORS Provides the team with clear priorities and direction Makes prompt, clear operational decisions which may involve tough choices or considered risk Motivates and empowers others and encourages delegated responsibility Recognises and celebrates the successes of individuals and teams Communicates clearly and motivates key stakeholders Understands the strategic challenges / opportunities and develops strategies to generate competitive advantage WHAT GOOD LOOKS LIKE Can work well under pressure Is target driven and is motivated by exceeding goals Challenges the way we do things and recommends solutions Actively seeks feedback Innovation & Improvement INDICATORS Sets a culture of innovation and enables structured continuous improvement activities Focuses and prioritises innovation and change where it will make the biggest difference Delivers successful organisational change Deals effectively with ambiguity to provide clear direction for the team Recognises and celebrates successful change and improvement WHAT GOOD LOOKS LIKE Offers up ideas and suggestions for improvement Is heard talking positively about change Spots opportunities and acts Shares best practice with others including with the BIG Brand Aligned INDICATORS Personally, demonstrates pride and enthusiasm for the brand Ensures the team develops the requisite knowledge of the brand, products and services through structured brand training programmes and informal coaching Develops a culture where expert knowledge is valued and shares with interested customers Recognises and rewards good product and service knowledge WHAT GOOD LOOKS LIKE Passionate and loyal to the brand and product, a proud ambassador Walks the talk when it comes to the brand values and proudly refers to the products they represent Doesn’t have to be asked to look up the latest product information
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