Service Manager

Job Title: Service Manager

Location: Stoke-on-Trent (Trentham Lakes)

Salary: £40,000 – £60,000 per annum

Hours: Monday – Friday 8am – 6pm – Saturday mornings on a rota basis

Hawkfield Recruitment is working with a well-established, family-owned Main Dealership in Stoke-on-Trent who are recruiting for an experienced Service Manager to lead their busy Aftersales operation.

This is an excellent opportunity to join an award-winning, independent dealership with a fantastic reputation for customer service and employee satisfaction. Having achieved the Best Employer in Town Bronze Award, this family-run business prides itself on creating a positive and supportive working environment where employees are encouraged to develop their skills and progress their careers.

As a Service Manager, you will take responsibility for the day-to-day running of a busy Service Department, leading a team of Technicians, Service Advisors, Drivers and Booking Coordinators. You will play a key role in driving departmental performance, improving profitability and ensuring customers receive an exceptional level of service.

This position would suit an experienced, hands-on Service Manager who enjoys developing teams, improving operational efficiency and maintaining high standards within a successful Main Dealership environment.

Responsibilities of the Service Manager:

• Oversee the day-to-day running of the Service Department, ensuring the operation runs efficiently and profitably.
• Lead, motivate and develop a team of Technicians, Service Advisors, Drivers and Booking Coordinators.
• Manage workshop capacity, bookings, technician allocation and vehicle movements to maximise efficiency.
• Monitor departmental performance against agreed KPIs, including labour sales, productivity, utilisation, profitability and customer satisfaction.
• Identify opportunities to improve workshop efficiency, increase revenue and maximise departmental profitability.
• Work closely with Service Advisors and the booking team to maximise appointments, customer retention and additional sales opportunities.
• Ensure customers receive a professional and efficient service from initial booking through to vehicle collection.
• Handle customer queries and complaints professionally, ensuring issues are resolved promptly and effectively.
• Monitor workshop loading and work completion times to ensure customer expectations are managed effectively.
• Ensure accurate invoicing, administration, reporting and record-keeping throughout the department.
• Maintain excellent working relationships between the workshop, Service Advisors and other dealership departments.
• Recruit, train, coach and develop team members to maintain a motivated and high-performing workforce.
• Set clear objectives and provide regular performance feedback to support individual and departmental development.
• Ensure manufacturer standards, company procedures and health and safety requirements are consistently maintained.
• Identify and implement improvements to departmental processes, customer service and operational performance.
• Promote a positive working environment that encourages teamwork, accountability and continuous improvement.

What We're Looking For:

• Previous Service Manager experience within the automotive industry is essential.
• Experience managing a busy automotive Service Department.
• Strong understanding of Main Dealership aftersales operations and workshop processes.
• Proven ability to lead, motivate and develop a multidisciplinary team.
• Excellent commercial awareness with a strong focus on departmental profitability and performance.
• Experience monitoring and improving KPIs, including productivity, efficiency, labour sales and customer satisfaction.
• Confident managing workshop capacity, technician allocation and daily operational requirements.
• Strong customer service skills with the ability to handle complaints and resolve challenging situations.
• Excellent communication, organisational and problem-solving skills.
• Experience using dealership management systems, workshop booking systems and reporting tools.
• Ability to work effectively under pressure and prioritise competing demands.
• A proactive, hands-on management style with a focus on continuous improvement.
• A full UK Driving Licence is essential.

This position would suit an experienced Service Manager who is looking for their next opportunity within a well-established, family-run Main Dealership. With a competitive salary package, company vehicle and the opportunity to lead a busy Service Department, this is an excellent opportunity for someone who enjoys taking ownership of an operation and driving both team and business performance.

Please know that once you have applied for the Service Manager job, more in-depth details will be given about the salary, working hours, dealership and career progression, so please do not hesitate to get in touch!

Hawkfield Recruitment Ltd is a specialist Automotive Recruitment agency, acting on behalf of our clients. If you are interested in this position, please click APPLY – alternatively, contact Ed Hatt at Hawkfield Recruitment to discuss this role in more detail

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