Assistant Service Manager

Company Overview

John Roe Group Ltd are recruiting for an Assistant Service Manager to join their team based at our Flagship Toyota Dealership in Hull.

Are you an enthusiastic, motivated person with great people skills looking for that next stage of your career? Then we'd love to hear from you

The John Roe Group are committed to giving the best Customer experience which can be fast paced and at times challenging however with full training and support the role offers high levels of satisfaction.

About us

The John Roe Group employees over 100 people across four show rooms based over Lincolnshire and Humberside. Founded over 50 years ago we remain family owned Toyota and Lexus Dealerships obsessed with Customer experience.

We offer a professional but rewarding environment for our employees. We ask you to live and breathe our Core values and our aim is to help you achieve your impossible, with growth opportunity available to those that Stand out and get recognised – For the right reason

Job Purpose

The Assistant Service Manager supports the daily operation of the service department, ensuring excellent customer service, smooth workflow, and achievement of key performance indicators (KPIs). The role focuses on managing the front-of-house team, supporting service advisors, overseeing administrative and financial tasks, and acting as the Service Manager's deputy when required.

Responsibilities

• Manage the front-of-house team to ensure consistent, high-quality customer service.

• Manage the booking system and delegate tasks to ensure all customers are booked in correctly.

• Review advisors' daily tasks and conduct daily debriefs.

• Ensure advisor upsell KPIs are monitored and achieved.

• Maintain Smart Check focus, ensuring the team remains above 95%.

• Handle diagnostic and issue-resolution customers.

• Act as the main contact for key accounts.

• Manage internal trackers and fleet trackers.

• Process warranty invoicing.

• Raise Compass cases as needed.

• Allocate CRS returns to service advisors.

• Ensure front-of-house procedures are followed and consistently delivered.

• Carry out any additional duties as required.

Conduct financial reviews in the Manager's absence.

Works in accordance with key Toyota or Centre processes (e.g. TSM)

• Follows key processes to achieve specified quality and efficiency targets

• Works with the Centre to develop improved, more efficient processes

Liaises directly with customers where appropriate

• Talks to customers to summarise the details of the work required or carried out, and answer their questions

• Offers customers a detailed technical explanation (where this is required) in a way that recognises their level of technical proficiency

• Listens carefully to customers and builds rapport and understanding during these discussions (where possible) to deliver customer satisfaction with the Centre

• Ensure Toyota standards are adhered to delivering a professional service and leaving customers completely satisfied reflected in high CCS scores

• Provides support to less experienced colleagues

• Provides assistance and guidance to colleagues who are less skilled or knowledgeable about a particular vehicle or technology

Attends regular training to update technical skills

• Attends specialised training as required

Works as a full member of the Centre team

• Works with colleagues and other teams across the Centre to provide a seamless service to customers (e.g. by informally observing and responding to the needs of customers who are not being attended to by other members of staff)

• Ensures opportunities for sales are followed up by the most appropriate specialist

• Reports on technical problems using appropriate procedures

Working Pattern & Location

42.5 hours per week Monday to Friday with an hour for lunch, plus weekend rota as required. A mixture of office-based, client site and remote working.

Package

· 30 days Holiday Inc. Bank Holidays (Pro-rata)

· John Roe Pension Scheme

· Staff Discount on Service and Parts

· Employee Development budget

· Recommend a new employee reward

· Recommend a customer reward

· Family & Friends MOT discount

· Discounted vehicle purchase

· Group Life Assurance Scheme

· Access to health care portal

· Employee savings scheme

Job Type: Full-time

Pay: Up to £40,000.00 per year

Benefits:

• Company pension
• Employee discount
• Health & wellbeing programme
• Referral programme

Work Location: In person