Service Manager

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 M D 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. You will play a key role in driving customer satisfaction, improving processes, maximising revenue, and ensuring the smooth and efficient running of the garage. 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 where customer satisfaction and workmanship come first. Working hours: Monday-Friday 08:00-17:00, with optional overtime/Saturdays (if applicable). Key Responsibilities Reception & Customer Experience 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, and efficient customer experience Keep customers fully informed on progress, costs, and completion times Sales, Upselling & Cross-Selling Identify and deliver upsell and cross-sell opportunities on services and products Clearly explain recommended work, service options, and costs Convert enquiries into confirmed bookings and maximise workshop utilisation Customer Satisfaction & Relationship Management Take ownership of customer satisfaction, retention, and feedback Handle customer concerns and complaints professionally and efficiently Encourage repeat business and positive online reviews Garage & Operational Management Oversee the daily operation of the garage and front-of-house 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 quality of workmanship Warranty Claims & Aftercare Manage warranty claims, liaising with suppliers, manufacturers, and customers Ensure accurate documentation and timely resolution of warranty issues Oversee aftercare processes to maintain customer trust and satisfaction Innovation & Continuous Improvement Bring new ideas to improve efficiency, customer experience, and profitability Take ownership of implementing improvements and service standards 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' proven experience as a Service Advisor, Garage Manager, or similar role Qualified/experienced vehicle technician Strong customer service and communication skills Confident in upselling and cross-selling services and products Organised, commercially aware, and comfortable managing a busy garage Proactive, solutions-focused, and confident introducing improvements 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 us At MD Autocare, we are recognised for quality workmanship, honest service, and consistently high customer ratings. Our reputation reflects years of reliable results and a commitment to putting customers first. We believe great service begins with a strong, valued team, and our customer reviews and repeat business reflect both our technical expertise and our colleagues' dedication. As we grow, we seek individuals who want more than just a job — a career environment where effort is recognised, development is encouraged, and teamwork is valued. Our Values Quality - Without Compromise We take pride in getting it right the first time, guided by high standards, attention to detail, and professional integrity. People First Respect and fairness are central to our culture, for both customers and colleagues. We listen, support, and treat everyone properly. Trust & Transparency We operate openly and honestly with customers and colleagues, prioritising clear communication and mutual respect. Continuous Improvement A Place Where You're Valued. We continually improve our skills, processes, and workplace, because growth is a shared goal. We recognise hard work, reliability, and craftsmanship, and ensure everyone feels appreciated. Job Security & Stability As a well-established, highly rated business, we provide a stable work environment with consistent demand and long-term opportunities. Supportive Team Culture You will work with experienced professionals who respect one another, share knowledge, and collaborate when it matters most. Development & Progression We support on-the-job learning and career progression, whether you want to deepen your technical expertise or take on more responsibility. Pride in Your Work Our high customer satisfaction scores mean you can take pride in your work, knowing it makes a difference and is genuinely appreciated. Workplace Respect We believe in fair treatment, clear expectations, and a positive workplace where people enjoy coming to work. Why Join MD Autocare Join a business with excellent customer ratings and a strong reputation Stable, long-term role within an established and growing business Friendly, supportive team culture Ongoing training and development opportunities REF-229968