Service Manager/Advisor

We are seeking an experienced, proactive Service Manager/Advisor to take ownership of our front desk, customer experience, and day-to-day garage operations at MD Auto Care, Rabans Close, Aylesbury HP19 8RS. This is a hands-on leadership role combining reception, customer service, sales, and operational management within a busy garage environment. Working Environment We offer a friendly, relaxed, and supportive workplace where teamwork, trust, and quality are valued. You will work alongside experienced technicians in a well-run workshop. Monday–Friday 08:00–17:00 with optional overtime/Saturdays. Key Responsibilities Reception & Customer Experience • Act as the first point of contact for customers, in person, by phone, and via email • Manage front desk operations, bookings, vehicle drop-offs, and collections • Deliver a professional, friendly customer experience and keep customers informed on progress, costs, and completion times Sales, Upselling & Cross-Selling • Proactively identify and deliver upselling and cross-selling opportunities • Explain recommended work, service options, and costs clearly • Convert enquiries into bookings and maximise workshop utilisation Customer Satisfaction & Relationship Management • Take ownership of customer satisfaction, retention, and feedback • Handle concerns and complaints professionally and efficiently • Encourage repeat business and positive online reviews Garage & Operational Management • Oversee daily garage and front-of-house operations • Coordinate technicians and workshop staff to manage workload and priorities • Ensure health & safety, quality, and professional standards are consistently met • Monitor job progress, turnaround times, and workmanship quality Warranty Claims & Aftercare • Manage warranty claims, liaising with suppliers, manufacturers, and customers • Ensure accurate documentation and timely resolution of warranty issues Innovation & Continuous Improvement • Bring new ideas and processes to improve efficiency, customer experience, and profitability Administration & Financial Control • Maintain accurate job cards, customer records, and service histories • Prepare invoices, process payments, and manage financial transactions • Support stock control, parts ordering, and supplier relationships About You • Motor trade experience is essential • Minimum 5 years' experience as a Service Advisor, Garage Manager, or similar • Qualified/experienced vehicle technician • Strong customer service and communication skills • Confident in upselling and cross-selling • Organised, commercially aware, and comfortable managing a busy garage • Proactive and solutions-focused • MOT Tester qualification is an advantage but not essential What We Offer • Competitive salary based on experience • 22 days holiday + bank holidays • Pension • Bonus scheme About MD Autocare We are recognised for quality workmanship, honest service, and consistently high customer ratings. We foster a workplace where employees feel valued, supported, and proud of their work. As we grow, we seek individuals who want more than just a job — a career where effort is recognised, development is encouraged, and teamwork is valued. Why Join Us? • Excellent customer ratings and a strong, established reputation • Stable, long-term role with a growing business • Friendly, supportive team culture • Ongoing training and development opportunities REF-229 202