Service Centre Operations Manager

3 weeks ago

Grays, Thurrock, United Kingdom CRP Group Full time
{"title": "Service Centre Manager", "description": "Job Overview

We are seeking a dedicated and experienced Operations Manager to oversee the day-to-day running of the Service Centre. The successful candidate will focus on enhancing customer satisfaction, managing a team of 20 service engineers, and ensuring efficient service delivery in alignment with our key performance indicators (KPIs). Strong leadership skills, a customer-centric mindset, and a commitment to operational excellence are essential for this role.

Key Responsibilities:
  • Oversee daily activities to ensure the smooth functioning of the service centre, maintaining a high standard of service and customer care.
  • Drive initiatives for continuous improvement in customer satisfaction through face-to-face meetings and proactive communication.
  • Allocate work to service engineers, ensuring Vehicle Off Road (VOR) jobs are prioritized and addressed promptly, in line with service level agreements.
  • Increase retail revenue by providing accurate repair estimates for retail accident damage repairs to customers and insurance companies.
  • Promote a 'right first time' ethos within the service centre, ensuring all repairs are completed efficiently and effectively without compromising on quality.
  • Monitor and manage productivity within the service centre, ensuring optimal utilization of resources and staff.
  • Lead and manage a team of 20 staff, including the management of the London Customer Service Manager to enhance customer satisfaction.
  • Ensure that safe working practices are adopted at all times, with necessary health and safety documentation completed for each task.
  • Oversee staff training and development, maintaining accurate training records and a skills matrix to ensure continuous improvement.
  • Ensure the accuracy of parts stocked both in the depot and in service vans to support timely repairs.
  • Ensure all paperwork, including job cards and timesheets, is processed accurately, promptly, and legibly by staff.
Qualifications:
  • Proven experience in operations management within a service or automotive environment.
  • An engineering background, with knowledge of technical processes relevant to vehicle repair and maintenance.
  • Strong leadership skills with the ability to manage and motivate a diverse team.
  • Excellent communication and interpersonal skills, with a focus on customer service.
  • Strong organizational skills and the ability to prioritize tasks effectively.
  • Knowledge of health and safety regulations and practices.
  • Proficiency in using management software and tools related to service operations.
Benefits:
  • Competitive salary and performance-based bonuses.
  • Opportunities for professional development and training.
  • A supportive work environment that values innovation and teamwork.
Application Process:

To apply, please submit your CV outlining your relevant experience.

", "lang_code": "en"}

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