Service and Outlet Manager in Baldock

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Job Purpose

This is a dual role overseeing Agricultural and Turf Machinery service operations and the outlet environment. Working hand in hand with the service team to achieve consistent standards, efficiency and continuous improvement within the service department; while with the wider outlet team you will champion the delivery of high-quality customer service, strong financial results and a positive, cohesive culture aligned with our company values.

Location

We are currently building a new purpose-built outlet, with a 10-bay workshop, generous showroom space and offices, at Newnham, near Baldock in Hertfordshire SG7 5DP. The outlet is due to be ready in Spring 2026 but while construction continues, the successful candidate will work at the current Cromer outlet, near Stevenage, Hertfordshire SG2 7QA.

Key Responsibilities

• Service Operational Planning & Performance: Work with the Service Coordinator/Team Leader to allocate and schedule workshop and field service activity based on skills, availability and customer priorities. Ensure workshop discipline, organisation, efficiency and safe working practices are consistently upheld. Support technicians and supervise quality of work to ensure jobs are completed correctly and on time. Review and approve job cards to ensure accuracy of labour and parts, ensuring invoices reflect value for money and justifiable charges. Ensure warranty submissions, quotes and retail Work in Progress (WIP) are completed within required timeframes. Manage aftersales budgets, KPIs and performance reporting in line with business objectives.
• Customer Experience & Relationship Management: Build and maintain strong customer relationships through regular, proactive contact. Oversee communication to customers regarding job status, timelines, costs, and service expectations. Ensure customers are informed of any significant changes to job pricing or scope promptly and professionally. Actively lead resolution of escalated customer concerns or service issues. Maintain strong collaboration with Sales teams to ensure shared ownership of customer experience.
• Outlet Leadership & People Management: Promote a positive, professional, and accountable working culture. Ensure clear communication across all teams, including running regular outlet and departmental meetings. People management including holding regular 1-2-1s and dealing with disciplinary/absence meetings. Coach, empower and guide department managers and their teams to drive growth and encourage personal development. Ensure the outlet environment is always safe, clean, secure, professional and customer ready. Organise staff engagement events and contribute to building a strong team culture. Uphold and champion Company values, behaviours and customer service standards.
• Process, Standards & Compliance: Ensure company Aftersales processes, policies and guidelines are consistently followed. Maintain control and accountability of workshop assets, special tools and equipment; request replacements or additions as needed. Participate in the recruitment of high-performing staff and the continuous development of the team. Work with manufacturers' representatives to support technical and commercial collaboration.

Skills, Experience & Attributes

• An inspirational and charismatic leader, skilled at bringing the team along on the journey.
• Background in a technical / mechanical / agricultural or machinery environment (preferred).
• Proven leadership experience in Aftersales, Service or Parts management.
• Excellent customer service and communication skills and not afraid to have difficult conversations and provide constructive feedback.
• Strong organisational skills with high attention to detail.
• Good business acumen, commercially aware and comfortable interpreting performance data.
• Able to work effectively under pressure, handle multiple priorities and make sound decisions.
• Competent user of business systems, workshop platforms and standard IT applications.
• Flexible to work extended hours or weekends in line with customer or seasonal demand.