Assistant Service Manager Jobs

Job summary

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