Assistant Service Manager

Assistant Service ManagerSalary: £35,000–£45,000 + Bonus Location: Torbay, Devon Role OverviewAn 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. 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 • Support the Service Manager in the daily running of the service department. • Lead, motivate, and develop Service Advisors and support staff. • Conduct team briefings, coaching sessions, and performance reviews. • Manage staff absence, holiday planning, and departmental cover. Customer Experience • Ensure outstanding customer service throughout the customer journey. • Resolve complex customer concerns and escalated complaints. • Monitor and improve Customer Satisfaction Index (CSI) performance. • Build strong customer relationships to encourage repeat business. Operational Management • Oversee workshop loading and technician utilisation. • Monitor work-in-progress and ensure jobs are completed efficiently. • Work closely with Workshop Controllers and Parts teams to minimise delays. • Maintain smooth workflow and effective communication across departments. Commercial Performance • Drive labour sales, service plan penetration, and aftersales profitability. • Monitor daily, weekly, and monthly KPIs. • Support budget achievement and departmental growth objectives. • Identify opportunities to improve efficiency and revenue generation. Compliance & Standards • Ensure compliance with manufacturer requirements and company policies. • Maintain Health & Safety standards across the department. • Support warranty administration and audit processes. • Ensure accurate documentation and reporting procedures are followed. Candidate RequirementsEssential • Previous automotive aftersales experience. • Experience in a leadership or supervisory position within a service department. • Strong understanding of workshop operations and customer service processes. • Excellent communication and people-management skills. • Commercially aware with a focus on profitability and performance. • Full UK driving licence. Desirable • Main dealer experience. • Experience with Keyloop, Kerridge, Drive, or similar DMS systems. • Knowledge of manufacturer warranty procedures. • Automotive management qualifications. Key Performance Indicators • Customer Satisfaction (CSI) • Labour Sales Performance • Workshop Efficiency & Utilisation • Service Retention • Revenue & Gross Profit • Employee Performance & Development • Warranty Compliance Benefits • Competitive basic salary of £35,000–£45,000 • Performance-related bonus scheme • Company pension • Manufacturer and management training • Career progression opportunities • Employee discounts and wellbeing benefits