Assistant Service Manager
26 days ago
Torquay
Assistant Service Manager\n Salary: £35,000–£45,000 + Bonus \n Location: Torbay, Devon Role Overview\n An experienced and motivated Assistant Service Manager is required to support the day-to-day operation of a busy automotive service department. Working closely with the Service Manager, you will lead the front-of-house service team, drive operational performance, maximise profitability, and ensure exceptional customer satisfaction. \n This is an excellent opportunity for a Senior Service Advisor, Workshop Controller, or existing Assistant Service Manager looking to progress within a successful dealership environment. Key ResponsibilitiesLeadership & Team Management\n\n • Support the Service Manager in the daily running of the service department.\n, • Lead, motivate, and develop Service Advisors and support staff.\n, • Conduct team briefings, coaching sessions, and performance reviews.\n, • Manage staff absence, holiday planning, and departmental cover.\nCustomer Experience\n\n, • Ensure outstanding customer service throughout the customer journey.\n, • Resolve complex customer concerns and escalated complaints.\n, • Monitor and improve Customer Satisfaction Index (CSI) performance.\n, • Build strong customer relationships to encourage repeat business.\nOperational Management\n\n, • Oversee workshop loading and technician utilisation.\n, • Monitor work-in-progress and ensure jobs are completed efficiently.\n, • Work closely with Workshop Controllers and Parts teams to minimise delays.\n, • Maintain smooth workflow and effective communication across departments.\nCommercial Performance\n\n, • Drive labour sales, service plan penetration, and aftersales profitability.\n, • Monitor daily, weekly, and monthly KPIs.\n, • Support budget achievement and departmental growth objectives.\n, • Identify opportunities to improve efficiency and revenue generation.\nCompliance & Standards\n\n, • Ensure compliance with manufacturer requirements and company policies.\n, • Maintain Health & Safety standards across the department.\n, • Support warranty administration and audit processes.\n, • Ensure accurate documentation and reporting procedures are followed.\nCandidate RequirementsEssential\n\n, • Previous automotive aftersales experience.\n, • Experience in a leadership or supervisory position within a service department.\n, • Strong understanding of workshop operations and customer service processes.\n, • Excellent communication and people-management skills.\n, • Commercially aware with a focus on profitability and performance.\n, • Full UK driving licence.\nDesirable\n\n, • Main dealer experience.\n, • Experience with Keyloop, Kerridge, Drive, or similar DMS systems.\n, • Knowledge of manufacturer warranty procedures.\n, • Automotive management qualifications.\nKey Performance Indicators\n\n, • Customer Satisfaction (CSI)\n, • Labour Sales Performance\n, • Workshop Efficiency & Utilisation\n, • Service Retention\n, • Revenue & Gross Profit\n, • Employee Performance & Development\n, • Warranty Compliance\nBenefits\n\n, • Competitive basic salary of £35,000–£45,000\n, • Performance-related bonus scheme\n, • Company pension\n, • Manufacturer and management training\n, • Career progression opportunities\n, • Employee discounts and wellbeing benefits\n\n