Operations Centre Director
3 weeks ago
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).
Key Responsibilities:- Day-to-Day Operations: Oversee daily activities to ensure the smooth functioning of the service centre, maintaining a high standard of service and customer care.
- Customer Satisfaction: Drive initiatives for continuous improvement in customer satisfaction through face-to-face meetings and proactive communication.
- Work Allocation: Allocate work to service engineers, ensuring Vehicle Off Road (VOR) jobs are prioritized and addressed promptly, in line with service level agreements.
- Revenue Generation: Increase retail revenue by providing accurate repair estimates for retail accident damage repairs to customers and insurance companies.
- Quality Assurance: Promote a 'right first time' ethos within the service centre, ensuring all repairs are completed efficiently and effectively without compromising on quality.
- Performance Monitoring: Monitor and manage productivity within the service centre, ensuring optimal utilization of resources and staff.
- Staff Management: Lead and manage a team of 20 staff, including the management of the London Customer Service Manager to enhance customer satisfaction.
- Training and Development: Oversee staff training and development, maintaining accurate training records and a skills matrix to ensure continuous improvement.
- Inventory Management: Ensure the accuracy of parts stocked both in the depot and in service vans to support timely repairs.
- Documentation Accuracy: 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.
- Excellent communication and interpersonal skills, with a focus on customer service.
- 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.
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Grays, Thurrock, United Kingdom CRP Group Full time{"title": "Service Centre Manager", "description": "Job OverviewWe 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...
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