At a Glance
- Tasks: Lead a team to manage vehicle services and repairs while ensuring top-notch customer satisfaction.
- Company: Join Harwoods, a family-owned automotive group with a rich history and a commitment to excellence.
- Benefits: Enjoy 25 days annual leave, a company pension, and potential bonuses, plus a company car!
- Other info: This role is based in Pulborough until December 2025, with opportunities for training and development.
- Why this job: Be part of a dynamic team that values growth, energy, and fun in the workplace.
- Qualifications: Experience in motor trade management and strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
Service Manager Package
- 25 days annual leave + Bank Holidays
- Company pension scheme
- Employee referral programme
- Working pattern and applicable rotas
- Annual bonus potential
- Company car
- Manufacturers training
- Harwoods Academy
Job Purpose
Department/Business/Location:
Reports To: Aftersales Manager
Direct Reports: Service Advisors, Service Administrators, Technicians
PLEASE NOTE: THIS ROLE IS RESPONSIBLE FOR ASTON MARTIN & HARWOODS OF SUSSEX OPERATIONS. IT WILL TEMPORARILY BE BASED AT OUR HARWOODS SUSSEX SITE IN PULBOROUGH (RH20 1AR) UNTIL DECEMBER 2025.
Fuel allowance available.
Key Responsibilities
This Job Description is not contractual, and the content may be updated at any time.
- Managing the service and repair of vehicles in a timely manner and to brand standards to hit NPS and Sales Targets
- Service check-in, progress, and handover process for all visiting customers
- Customer complaint resolution and NPS return review
- A team atmosphere pervades throughout the department
Accountabilities
- Managing the service and repair of vehicles in a timely manner and to brand standards to hit NPS and Sales Targets
- Service check-in, progress, and handover process for all visiting customers
- Customer complaint resolution and NPS return review
- A team atmosphere pervades throughout the department
- Diary controls and allocation between teams
- Pre-Call and NPS call controls and reporting
- Manage absence of Non-Technical Team ensuring cover to an agreed level is met
- Assist with the performance management and motivation of the team
- Deal with all Credit Control queries
- Full WIP & Cash Debt controls
- Loan car fleet management, condition, and safety standards
- Effective use of department Pinnacle system and standards
Skills & Requirements
- Demonstrable motor trade service manager, supervisor, or workshop controller experience
- Computer Literate with experience in learning new systems
- Excellent verbal and nonverbal communicator
- Evidence of delivering against manufacturer CSI targets
The Harwoods Way
Harwoods Group is a values-led, family-owned automotive retail group founded in 1931. Our values are lived and breathed by all colleagues to enable industry-leading customer experience and colleague engagement:
- We treasure our people and our customers
- We challenge ourselves to grow & improve
- We grab responsibility
- We run in the same direction as one team
- We inject energy and fun into our work
We are a top 30 automotive dealer group, ranked by annual turnover on AM100, representing brands including Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, BYD, BMW & Mini (Service), MAN.
We operate across 5 counties in the South East of England: Surrey, East Sussex, West Sussex, Wiltshire, Hampshire.
With a high colleague engagement score of 72%, Harwoods offers industry-leading people development programs, including recruitment, onboarding, induction, probation, one-to-ones, Harwoods Academy, succession planning, and colleague recognition.
After continued growth, we now employ circa 1,100 colleagues across approximately 28 state-of-the-art facilities.
We demand the best for our colleagues and customers and look forward to your application at recruitment@harwoods.co.uk.
Benefits
- Company Pension
- Employee Referral Scheme
Luxury Service Manager in Pulborough employer: Harwoods Ltd
Harwoods Group is an exceptional employer, offering a vibrant work culture that prioritises teamwork and personal growth. With generous benefits such as 25 days annual leave, a company pension scheme, and access to the Harwoods Academy for professional development, employees are empowered to thrive in their roles. Located in the picturesque Pulborough, this family-owned automotive retail group fosters a supportive environment where colleagues are valued and encouraged to challenge themselves while delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Luxury Service Manager in Pulborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harwoods Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Harwoods Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Luxury Service Manager in Pulborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Harwoods Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Harwoods Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Harwoods Ltd!
How to prepare for a job interview at Harwoods Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
