Service Centre Manager - Birmingham
Posted 3 days ago
- Beech Lanes, West Midlands
- Permanent
- Sponsored
- Expires In 25 days
Auto Windscreens is one of the UK’s fastest growing and leading automotive glazing companies, innovation is at the heart of our business whether it be robotic lifting devices, wet weather canopies or new windscreen bonding equipment that will set even in damp or freezing conditions.
We lead the industry in the training and certification of our technicians and offer an excellent opportunity for personal development.
As part of The Sunday Times list of the Top 100 companies to work for, Auto Windscreens offers the chance to join a vibrant, innovative and forward thinking company.
Summary of the Role Purpose
A Service Centre Manager is responsible for the financial success and day-to-day operations of a Service Centre. Their duties include:
Maximising operational efficiency & productivity.
Maintaining and improving operational processes and ensure that high levels of compliance are evident within the Service Centre.
Developing a culture that ensures total customer satisfaction is at the centre of the operation.
Promoting and creating a reward and recognition culture for outstanding service delivery by individuals and teams.
Key Responsibilities of a Service Centre Manager
Motivate and lead a team through regular communication, recognition and engagement
Effectively and consistently manage their team in accordance with Company procedures and values, including people management procedures such as Disciplinary, Absence Management and Performance Management
Continuously monitor team performance and KPI’s ensuring that any performance concerns are addressed and managed appropriately
Hold regular 1-2-1’s and performance reviews with team members in line with the company appraisal process, to discuss their performance in line with set objectives and goals, and to ensure their training and development needs are being met
Effectively plan the teams resource and availability through managing shift patterns, annual leave and absence to ensure focus on consistent productivity and performance during operational hours
Effectively manage a P&L ensuring that costs and performance are in-line with budgets and take necessary action to maintain profitability
Effectively deal with any complaint escalations and Identify the root cause of complaints and develop action plans to address and improve to an acceptable level
Present both weekly and monthly reports to the Area Manager in relation to performance, identifying any risks and providing detailed plans to maintain or correct performance
Ensure compliance and the timely delivery of health and safety, quality, financial, operational and environmental requirements in-line with best practice and legal frameworks using the relevant process including monthly inspections / I-Auditor
Identify recruitment needs for the Service Centre, as approved by the Area Manager
Understand and manage fleet and equipment requirements for the Service Centre
Establish and maintain effective communication and relationships with colleagues from the Head Office departments
Key Skills
Continuous Improvement- identifies and implements ways to make job tasks or processes more efficient
Leadership- ability to inspire, influence, lead by example
Communication and Interpersonal – ability to effectively and clearly communicate to the team through a range of methods- verbally, written (email, instant messaging)
IT Literacy- good understanding of Microsoft packages such as Outlook, Word, Powerpoint and Excel
System Knowledge- IFS/ FSM, HR Portal, Power BI
Customer Service and telephony skills
Succession Planning
Delegation
Time Management
Stock Inventory
Core Behaviours and Values
Professionalism
Driven and focused
Ambitious
Adaptable in approach
Flexible
Creative / Innovative
We lead the industry in the training and certification of our technicians and offer an excellent opportunity for personal development.
As part of The Sunday Times list of the Top 100 companies to work for, Auto Windscreens offers the chance to join a vibrant, innovative and forward thinking company.
Summary of the Role Purpose
A Service Centre Manager is responsible for the financial success and day-to-day operations of a Service Centre. Their duties include:
Maximising operational efficiency & productivity.
Maintaining and improving operational processes and ensure that high levels of compliance are evident within the Service Centre.
Developing a culture that ensures total customer satisfaction is at the centre of the operation.
Promoting and creating a reward and recognition culture for outstanding service delivery by individuals and teams.
Key Responsibilities of a Service Centre Manager
Motivate and lead a team through regular communication, recognition and engagement
Effectively and consistently manage their team in accordance with Company procedures and values, including people management procedures such as Disciplinary, Absence Management and Performance Management
Continuously monitor team performance and KPI’s ensuring that any performance concerns are addressed and managed appropriately
Hold regular 1-2-1’s and performance reviews with team members in line with the company appraisal process, to discuss their performance in line with set objectives and goals, and to ensure their training and development needs are being met
Effectively plan the teams resource and availability through managing shift patterns, annual leave and absence to ensure focus on consistent productivity and performance during operational hours
Effectively manage a P&L ensuring that costs and performance are in-line with budgets and take necessary action to maintain profitability
Effectively deal with any complaint escalations and Identify the root cause of complaints and develop action plans to address and improve to an acceptable level
Present both weekly and monthly reports to the Area Manager in relation to performance, identifying any risks and providing detailed plans to maintain or correct performance
Ensure compliance and the timely delivery of health and safety, quality, financial, operational and environmental requirements in-line with best practice and legal frameworks using the relevant process including monthly inspections / I-Auditor
Identify recruitment needs for the Service Centre, as approved by the Area Manager
Understand and manage fleet and equipment requirements for the Service Centre
Establish and maintain effective communication and relationships with colleagues from the Head Office departments
Key Skills
Continuous Improvement- identifies and implements ways to make job tasks or processes more efficient
Leadership- ability to inspire, influence, lead by example
Communication and Interpersonal – ability to effectively and clearly communicate to the team through a range of methods- verbally, written (email, instant messaging)
IT Literacy- good understanding of Microsoft packages such as Outlook, Word, Powerpoint and Excel
System Knowledge- IFS/ FSM, HR Portal, Power BI
Customer Service and telephony skills
Succession Planning
Delegation
Time Management
Stock Inventory
Core Behaviours and Values
Professionalism
Driven and focused
Ambitious
Adaptable in approach
Flexible
Creative / Innovative