Assistant Service Manager

Assistant Service Manager

Salary: £35,000–£45,000 + Bonus
Location: Torbay, Devon

Role Overview

An 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 Responsibilities
Leadership & 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 Requirements
Essential
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