Service Manager

As a Service Manager, you will lead the on-site Service facility at BMW Park Royal to consistently exceed customer expectations. You will take full responsibility for customers’ vehicles during service or repair, ensure discipline, quality, and efficiency, and uphold the highest Health & Safety standards.

Responsibilities

• Manage and coordinate the front of house and workshop team to deliver smooth, efficient daily operations in line with budget and objectives.
• Own the customer experience: handle interactions with courtesy and efficiency, resolve disputes in line with established processes, and promote all available services.
• Maintain and communicate clear processes and controls for customers and staff; ensure compliance with Health & Safety requirements.
• Oversee WIP management, invoicing, costing, and financial performance in accordance with Group standards and SLAs.
• Lead proactive customer care, booking teleservice and lease vehicles per BMW Group SLA/KPIs; monitor and report on performance against targets (e.g., accessories per new car, Service Video Watch rate, mapping, and parts performance).
• Conduct regular 1:1s with front of house, provide ongoing performance reviews, and drive a culture of continuous improvement and innovation.
• Ensure mandatory training and compliance is completed and tracked; manage debt and forecast financials as required.
• Build strong relationships with customers and staff; mentor, coach, and develop a positive, customer‑centric team culture.
• Maintain consistent standards across the teams; sustain health and safety controls and documentation for RPM.

Qualifications

• Proven managerial experience in a motor industry service environment; strong leadership, communication and negotiation skills.
• Customer‑centric with excellent interpersonal skills; able to listen, qualify needs, and adapt to customer demands.
• Disciplined, organised, and results‑driven with a structured, methodical approach.
• Commercially aware with strong budgeting, performance measurement and compliance focus.
• Inspirational, innovative and able to develop opportunities and a positive team culture.
• Excellent English (spoken and written) with good numeracy skills (Maths GCSE or equivalent).
• Exceptional customer handling and relationship‑building capabilities.
• Strong problem‑solving, conflict management and dispute resolution skills.
• Ability to influence others and drive service outcomes.
• Well‑organised, able to work to deadlines, priorities and targets.
• Commitment to health and safety, with practical knowledge of risk management.
• Full UK driving licence.

Benefits

• Competitive salary and excellent bonus potential for exceptional performance.
• Access to bespoke BMW/MINI training in our state‑of‑the‑art training facility in Berkshire.
• BMW Group Car & Bike Scheme – industry‐leading company car scheme.
• BMW Group Pension Employer Contribution from 8% – 16%.
• BMW Group Career Progression opportunities.
• Enhanced maternity and paternity leave.
• Online Rewards Platform with cashback and discounts at various retailers.
• Access to healthcare services, e.g. Priory therapy, physiotherapy, online GP services.
• Subsidised gym membership.
• Financial support for parking.
• Friends and Family Purchase Scheme – exclusive discounts available.
• Access to PALS – employee preferential purchase scheme for BMW and MINI parts and accessories.

To promote equal treatment and equal opportunities, our recruiting decisions are based on the personality, experience and skills of the applicants.