Job Description

Are you ready to lead, motivate, and inspire? Join us at

Research Garage Peugeot & Citroen Hinckley

as a

Service Manager

, where your organisational and communication skills will set the standard in delivering exceptional customer experiences.

As a key player in our Aftersales departments, you'll manage day-to-day operations across both brands while being part of the Research group that supports your growth every step of the way.

Your Day-to-Day Responsibilities

As the Aftersales Service Manager, you will play a pivotal role in delivering operational excellence, maximising profitability, and creating a positive customer experience. A typical day will involve:

Leading the Aftersales Team

- motivating, supporting, and guiding Service Advisors, Technicians, and Parts staff to deliver high standards of customer care and service quality.

Managing Workshop Flow

- overseeing daily job scheduling, technician deployment, and ensuring efficient use of workshop hours.

Customer Relationship Management

- handling escalated customer queries and complaints, ensuring a professional and timely resolution.

Monitoring KPIs & Performance

- analysing workshop metrics including labour efficiency, hours sold, first-time fix rate, and upsell conversions.

Coordinating with Sales & Parts Departments

- ensuring effective communication and smooth collaboration between departments.

Ensuring Compliance & Safety

- maintaining adherence to manufacturer standards, warranty processes, and Health & Safety legislation.

Daily Performance Briefings

- holding morning or afternoon team meetings to communicate targets, review yesterday's performance, and outline the day's priorities.

Reviewing Job Cards and Invoices

- checking accuracy, pricing, and completion of service documentation before closing jobs.

Monitoring Workshop Loading

- forecasting and adjusting workshop capacity to meet changing demand throughout the week.

Driving CSI Scores

- taking proactive steps to boost customer satisfaction and online reputation through reviews and follow-ups.

Stock Control

- reviewing parts usage, stock levels, and ordering requirements with the Parts Manager.

Warranty Audits & Submissions

- ensuring timely and accurate processing of warranty claims and minimising write-offs or rejections.

Upselling Products & Services

- identifying daily opportunities to promote service plans, extended warranties, accessories, and seasonal offers.

Staff Development & Appraisals

- providing on-the-job coaching, arranging formal training, and conducting regular 1:1 reviews.

Overseeing Courtesy Vehicles & Bookings

- managing fleet availability, service loan cars, and customer transport solutions.

Maintaining a Clean & Professional Environment

- ensuring the customer lounge, workshop, and reception areas are tidy, welcoming, and brand-compliant.

Liaising with Manufacturer Representatives

- attending daily/weekly calls or site visits, actioning updates and programmes.

Handling Work-in-Progress (WIP) Cases

- reviewing ongoing jobs, delays, or parts on order, and keeping customers informed.

Daily Banking & Finance Checks

- verifying service receipts, finance packages, and credit approvals as required.

Monitoring Technician Timesheets

- ensuring accurate timekeeping, clocking, and labour allocation for workshop jobs.

Following Up on Missed Opportunities

- reviewing declined work, MOT no-shows, and lapsed customers to re-engage and rebook.

What We're Looking For

Relevant experience

- minimum 2 years in a similar role or clearly working towards it (

essential

)

Industry knowledge

- we are looking for candidates with demonstrable knowledge of the automotive aftersales industry, not just a generalist

Communication skills

- strong written and verbal communication is essential. Note we may request completion of a written task or short video intro as part of the interview process

Strong leadership skills

and a coaching mentality

Confidence

in producing detailed reports and managing change

Positive, open leadership style

that builds motivated and engaged teams

Agile

approach to quickly adapt to business needs

What We Offer

Competitive package - to be discussed based on experience Company vehicle 28 days of annual leave (including bank holidays) to rest and recharge Company pension scheme to help you plan ahead Employee discounts on vehicles, servicing, and everyday retail purchases Training and development opportunities tailored to your career goals Referral programme with financial rewards

Who We Are

Research Garage Group offer first class customer service from our three showrooms in Nuneaton and Hinckley for the leading Stellantis brands: Fiat, Alfa Romeo, Jeep, Abarth, Peugeot & Fiat Professional. We take great pride in the excellence of the facilities we provide for our customers. At Research Garage Group we have contemporary showrooms with state-of-the-art automotive workshops offering servicing and MOT for all makes and models. Our extensive range of quality new and used vehicles make us the first choice for customers old and new every year.

Other information about the application process

Cover letter

required - all applicants must include a cover letter explaining why they believe they are the right fit for this role. Candidates failing to include the letter will be excluded.

Availability

- the successful candidate must be available to start within 4 weeks of offer acceptance.

Commutability

- preference will be given to candidates who live no further than 45 minutes from the site.

Right to work

- applicants will be expected to prove their right-to-work status in advance of any offer

Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Additional pay:

Performance bonus
Benefits:

Company car Company pension Employee discount Referral programme
Schedule:

Monday to Friday Weekend availability
Ability to commute/relocate:

Hinckley LE10 1HL: reliably commute or plan to relocate before starting work (required)
Application question(s):

Cover letter to accompany all applications
Experience:

RELEVANT: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: JC/HSM