Service Operations Manager
Service Operations Manager
To manage and optimise all aspects of the Service Department within a medium-sized, multi-franchise operation. This role combines hands-on operational control with strong leadership, ensuring workshop efficiency, profitability, compliance, and an exceptional customer experience across multiple brands.
Key Responsibilities
Key Responsibilities:
Customer Excellence
- Ensure consistently high customer satisfaction through clear communication and high-quality service delivery throughout the customer journey across all franchises.
- Act as the senior point of contact for customer escalations, including goodwill decisions and complaint resolution.
- Drive customer satisfaction performance, retention, and brand advocacy in line with manufacturer and group standards.
Front of House, Workshop & Operational Control
- Support Service Advisors and the Workshop Controller in daily workshop planning, scheduling, and technician allocation to maximise productivity.
- Oversee Vehicle Health Check (VHC) process integrity, including quality, pricing accuracy, and upsell conversion.
- Monitor work in progress (WIP) daily, ensuring timely job completion and invoicing.
Team Leadership
- Coach and develop Service Advisors and the Workshop Controller, leading daily huddles and performance reviews.
- Support training and development plans for both technical and customer-facing teams, including compliance and system proficiency (Kerridge/Keyloop DMS, RTC, Stack CX, eDynamics, etc.).
- Foster a culture of accountability, continuous improvement, and high performance.
- Recognise and reward strong performance and manage underperformance fairly and professionally.
Performance & Financial Management
- Track and manage key KPIs including labour and parts sales, gross profit, hours per RO, efficiency, and productivity.
- Produce weekly performance reports and implement corrective actions where required.
- Control operational costs (overtime, consumables, courtesy fleet) and optimise recovery rates.
Compliance
- Ensure full Health & Safety compliance, including RAMS, PPE, and equipment calibration.
- Maintain GDPR and PECR compliance across all customer communications.
- Oversee warranty accuracy and ensure audit readiness at all times.
Technology & Process
- Implement and maintain standard operating procedures for bookings, pre-visit preparation, check-in, VHC and video, approvals, invoicing, and vehicle handover.
- Champion the use of digital tools including DMS and video VHC systems.
- Identify and implement process improvements and automation opportunities to enhance efficiency.
Key Performance Indicators (KPIs)
- Customer satisfaction performance
- Workshop efficiency and utilisation
- Labour and parts sales performance
- Vehicle Health Check (VHC) conversion rate
- Work in progress (WIP) ageing
- Warranty accuracy and audit compliance
Benefits with the role
Contributory Pension Scheme
Generous holiday allowance
An extra holiday day to celebrate your birthday
Life assurance scheme
Employee Assistance Programme (EAP)
Manufacturer-led training and career development
Car benefit scheme
Flexible working arrangements
Servicing, Parts & Accessory discounts
Gym discount
The Service team
Explore teamWorking in the Service team at Mon Motors means supporting customers throughout their ownership experience and ensuring every vehicle is maintained to the highest standard. From managing bookings and keeping customers informed to coordinating with technicians in the workshop, you help deliver a smooth and professional aftersales service.
You will be part of a focused team that values clear communication, accuracy, and proactive organisation. Whether you are advising on maintenance work, preparing job cards, or ensuring vehicles are ready for collection, your role is essential to the efficiency of our aftersales operations. With structured training, modern systems, and strong managerial support, you will have the tools to build your knowledge and provide a consistently reliable service to every customer.
Our values
At Mon Motors, we believe in fostering a culture of growth and integrity. Our core values emphasise teamwork, innovation, and a commitment to excellence.
