Assistant Service Manager

Lookers Middlesbrough Ford / BYD / Used Car HUB

Contract Type: Permanent, full-time

Salary: £42,200 OTE, includes basic of £35,000 per annum

Hours: Monday to Friday 8.30am - 6pm, Saturday as required

At our incredible state-of-the art Middlesbrough HUB, we are delighted to be recruiting for a Customer Service Manager / Assistant Service Manager to support our Service Teams across Ford, BYD and the Used Car HUB. We're searching for a hard-working and talented individual who is enthusiastic about change and continuous improvement to join us on our exciting journey! You will be responsible for supporting our Service Advisors and helping to develop the team. Through your guidance, they will ensure our customers are offered the highest standard of service whenever they visit us to get their car serviced, or when they need help or advice with the upkeep of their vehicle. 

Our service team really are at the heart of ensuring our world class service is delivered so it’s crucial we acknowledge our customers, respond quickly and aim to get the service right first time and every time. 

Responsibilities

• Provide guidance, training, and appraisals to each of the Service Advisors to encourage a forward-thinking attitude which will help them achieve their full potential
• Maximise customer satisfaction by treating everyone fairly and delivering an exceptional service experience
• Liaise with the Aftersales Manager to monitor department performance against budget and identify any shortfall, and implement plans to improve the performance where necessary
• Organising invoicing for Service advisors
• Focussing on NPS calls, getting customer service feedback across to the Service advisors and working with the team to come up with a resolution
• Support your line manager with organising departmental forecasts and reports in a clear and timely manner
• Working in sync with the full Aftersales department, including Advisors, Technicians and Apprentices to ensure the smooth running of the department

You will be someone who has excellent leadership and communication skills and can demonstrate a successful blend of confidence and assertiveness when dealing with people. You will have a warm personality, be empathetic and friendly, and have an approachable and professional manner.  
Experience working in a similar role in the automotive industry, with the ability to deal with a variety of responsibilities along with strong organisation skills and an eye for detail are also important. Ideally, we are looking for a Senior Service Advisor with heaps of experience wanting to progress to the next level or a current Assistant Service Manager who is looking to join an innovative company with plenty of progression opportunities! This is the perfect job for someone who loves working as part of a friendly team, and is truly focused on delivering an exceptional customer experience with the ability to turn any challenging situations into positive experiences. You must have a full and valid UK driving license.

About us: We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland.  

We believe our people are our greatest asset, and we’re committed to recognising the valuable contribution each person makes. That’s why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

Core Benefits:

• Competitive salaries with structured pay scales and progression as you grow within the business
• Generous annual leave that increases with your length of service
• Enhanced family leave, including 6 months’ full pay for maternity and adoption leave, and 2 weeks’ full pay for paternity leave
• Access to Techscheme for discounted technology purchases with flexible payments

Health & Wellbeing:

• Eyecare vouchers to help cover vision care needs
• Smart Health – 24/7 access to GP services to support your mental and physical wellbeing
• Dental insurance for everyday dental care and unexpected treatments
• Critical illness cover for peace of mind during life's most challenging moments

Financial Wellbeing:

• MyView PayNow – access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app
• Free will writing services to help plan for the future
• Flexible life assurance options and partner life assurance for added protection

Leisure & Lifestyle:

• Discounted gym memberships to support an active lifestyle
• Travel insurance to help you explore with confidence
• Access to home and technology vouchers
• bYond card and a wide range of exclusive retail and lifestyle discounts

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels.

Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential. 

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date.