Service Team Manager (PC) - Mercedes-Benz of Exeter

Salary: Up to £38,900.00 per annum

Hours: Monday - Friday 08:00 - 18:00 with Saturdays on a rota basis paid at time and a half

Location: Exeter

This is a rare opportunity to join the service team at City West Country Ltd in our Mercedes-Benz of Exeter dealership! We are looking for a Service Team Manager to support the smooth running of the workshop, ensuring all work is managed efficiently and in line with brand standards and franchise requirements. The role involves delivering against key KPIs, contributing to strong financial performance through effective upselling and job management, and providing a high level of customer care. Acting as the link between the customer and the workshop, you will ensure clear communication, manage expectations, and consistently deliver an experience that exceeds customer expectations.

Who are City West Country? We are a privately owned, award-winning automotive group with over 40 years of industry experience, operating successful dealerships across Exeter, Taunton, Plymouth and Truro. As our business continues to expand, we're offering the right candidate the chance to thrive in a fast-paced, forward-thinking environment. Owned by a father-and-son team, we pride ourselves on strong family values. For the past three years, we have also been recognised as an Outstanding Company to Work For by Best Companies!

What can we offer you?

• Employee Car Scheme
• Paid Saturday Overtime
• Manufacturer Accredited training programme
• 25 days' holiday + bank holidays
• Scottish Widows salary sacrifice pension scheme
• Access to our exclusive Benefits Hub - discounts on big brands
• Employee Assistance Programme
• Cycle to work scheme and eye care vouchers
• Life assurance 1 x basic salary
• Long Service Awards to celebrate your milestones

What You'll Be Doing

As a Service Team Manager, you will support the smooth day-to-day operation of the workshop, ensuring all work is managed in line with standard processes and franchise requirements. You will be responsible for coordinating jobs efficiently, maintaining clear communication between customers and the workshop, and supporting overall back-of-house performance. You will deliver against key KPIs including service targets, mystery shop standards, and customer feedback, while identifying opportunities to drive additional sales and maximise revenue in line with business objectives. This is a key customer-facing role, acting as the link between the customer and the technical team. You will ensure expectations are managed effectively, updates are clear and timely, and every interaction reflects a high standard of service and professionalism.

Key Responsibilities

• Efficiently manages resources with workshop controllers to deliver quality service on time
• Ensures drivers operate to schedule and meet customer and workshop expectations
• Effectively liaises with relevant departments across the business
• Gives customer focus priority throughout the service operation
• Communicates and develops strong professional relationships with customers to deliver a high level of service
• Ensures that the customer is fully informed of any changes to costs including invoice explanation and advising on any future requirements
• Delivers customers vehicle on time to a high standard
• Manages the standard and quality of technical information
• Ensures that the authorisation of warranty and goodwill meets the manufacturers recommendations
• Meets with the service manager to review performance and suggest improvements
• Builds good relationships with manufacturers, professional bodies, suppliers and statutory representatives
• Maintains effective service information by ensuring all relevant marketing information is maintained on the customer/prospect database

What We're Looking For

• Previous service experience within the Motor industry
• Experience of a customer focussed environment
• Specialist/technical product knowledge
• Admin and IT Skills

Is This You? If you're excited by this great opportunity, we'd love to hear from you! Apply today and join a company that values performance, passion and progression. We are passionate about creating a diverse and inclusive place to work, with a commitment to equality and fairness at the heart of our values and everyday practices and policies. We aim to recruit, nurture and retain a diverse workforce that reflect the diversity of our customer base.

Want to discuss this role? Call Beth Williams on 01392 825073 or email [email protected]