Service Manager

Service Manager - Jaguar Land Rover Guildford

Basic up to £55k depending on experience, OTE up to £71,500pa + over achievement bonus + excellent benefits

We are all about rewarding hard work at Inchcape; you’ll receive a competitive basic salary with a generous monthly bonus scheme.

• Competitive Bonus Structure - we are all about rewarding hard work at Inchcape, you’ll receive a great quarterly bonus when you hit your department targets
• Drive with us - We offer discounts and offers on both new & used vehicles and servicing for you, your friends and family.
• Family Friendly - Enhanced family friendly policies, giving you more time to spend with your family.

• Annual leave - A minimum of 33 days annual leave (including bank holidays), rising with long service.
• Looking to develop? - Grow your career with us, receive industry leading training from the brand you represent and our dedicated training team.
• Your Wellbeing - We take employee wellbeing seriously at Inchcape, we offer a programme to support all our colleagues and families with whatever challenges they may face.
• Your Discount - From Apple to Asda and everything in between, we offer discounts that save you money every day.
• Your Finances - Effortlessly grow your savings with our Share Scheme, We will match up to 7% when you enrol into our flexible pension scheme and have peace of mind with our free life assurance cover and much more.
• And much more…….

Job Introduction

The Service Manager is responsible for ensuring the profitable and efficient performance of the service department through improving customer satisfaction and retention in order to deliver against one of Inchcape’s key priorities of growing Aftersales.  

Our JLR Guildford business is a flagship operation for our Inchcape JLR division, with it’s own standalone Service centre. Therefore, we need a people and customer centric Service Manager to support and lead our teams, ensuring effective daily operation and a fantastic customer experience. This is a rare and exciting opportunity to lead one of the largest JLR service centres in Europe.

As a Service Manager, you will responsible for providing direction for the entire Aftersales operation in order to deliver against one of Inchcape’s key priorities of ‘Growing Aftersales’. Our Service Manager will ensure that all of the departments within the After Sales operation function efficiently and as one unit to optimise performance and provide customer excellence.  As a Service Manager your team will comprise of Service Advisors and Technicians who will need clear direction to order to run an efficient and professional operation, always ensuring that an incredible customer experience is given. 

Alongside your customer-centric attitude, you will be commercially minded, passionate about the car industry, motivated by setting, achieving and exceeding targets.

Main Responsibilities

• Meet key performance indicators and targets for the service and parts departments
• Look for opportunities to increase efficiency of the Aftersales operation and increase recovery rates
• Take actions to sustain, retain and enhance levels of customer satisfaction, whilst sustained profitability
• Work with team to develop understanding and implementation of customer focussed environment, setting clear objectives/targets
• Respond promptly to any customer complaints and ensure timely and correct resolution
• Liaise with external companies to ensure good working relationships are developed
• Maintain rigorous control of Department costs, stock and budget
• Ensure warranty procedures are followed correctly to ensure prompt recovery of monies due
• Recruit, coach and appraise team to ensure they are operating to full potential
• Ensure that company standards are followed in relation to control of funds, premises, vehicles, and other company resources
• Ensure that steps are taken to ensure safe working processes are followed and provision of H&S legislation are complied with.    

The Ideal Candidate

• Experience working in a large Service / Aftersales department for an automotive retail dealership (essential).
• Considerable experience in managerial role in a customer oriented department 
• Experience of working in a target driven environment     
• Experience of developing and monitoring budgets     
• An understanding of marketing processes and development of pricing strategies     
• Up to date knowledge of vehicle and consumer legislation, trade practices and FCA regulations and duties 
• Be able to guide and direct a team    
• A strong customer focus
• Excellent communication skills - able to negotiate and influence    

About The Company
Inchcape is a leading independent global automotive distributor and retailer. We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staff to ensure you and your car receive the best possible attention.

OUR VISION: To be the world’s most trusted automotive Distributor.

Inchcape is ambitious! We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.

At Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that Inchcape is for Everyone. So if you’re excited about this role and you share our values to deliver great experiences through fresh thinking and working better together, we encourage you to apply. You may be just the right person for this or other roles. Please get in touch!