Service Operations Manager
Service Operations Manager
To manage and optimise all aspects of the service department, combining hands-on operational control with leadership responsibilities. This role ensures workshop efficiency, profitability, compliance, and exceptional customer experience while supporting the Aftersales Manager in strategic objectives and taking on the full responsibilities of the service and parts departments in the Aftersales Manager absence.
Key Responsibilities
- Ensure customer satisfaction through timely communication and quality service delivery throughout the customer visit.Act as the senior point of contact for customers, handling escalations and goodwill decisions.
- Drive Volkswagen scores and customer retention initiatives.
- Support the Service Advisors and Workshop controller in managing daily workshop scheduling and technician allocation for maximum productivity.
- Oversee VHC process integrity (quality, pricing, upsell conversion).
- Coach Service Advisors and Workshop Controller; lead daily huddles.
- Support training plans for technical and customer-facing staff. compliance, and system proficiency such as (Kerridge/Keyloop DMS, process management systems such as RTC, Stack CX, eDynamics, etc.).
- Drive accountability and continuous improvement culture.
- Recognize and reward high performance; manage underperformance professionally and fairly.
Essential Skills and Qualifications
- Experience in service operations in workshop and front-of-house management. (Service Advisor, Workshop Controller or Assistant Service Manager background advantageous).
- Outstanding communication skills and the ability to build relationships and deliver the highest level of customer service.
- Strong leadership, coaching skills and conflict resolution.
- Commercial acumen and KPI management ability.
- Proficiency in DMS/workshop systems and reporting tools.
- Knowledge of manufacturer standards, warranty rules, H&S, GDPR/PECR.
- Experienced in a similar role within the motor trade
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
Servicing, Parts & Accessory discounts
Working at Bath Volkswagen
Explore locationConveniently situated for those travelling from Bristol, Chippenham, Trowbridge, and the surrounding areas, Bath Volkswagen combines the heritage of an iconic automotive brand with the personal approach that comes from being part of a family-owned business.
From city cars and family SUVs through to electric vehicles, our teams support customers across Volkswagen’s latest range, with opportunities available across Sales, Aftersales, Customer Service, Administration, and the Workshop.
With generations of customers returning to the showroom year after year, Bath Volkswagen has become an established part of the local community. The friendly team environment and strong customer relationships make it a rewarding place to develop your skills and build your career.
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.
