Service Excellence Manager

The Service Excellence Manager will ensure customer satisfaction and retention, through the efficient management of the service operations, maintaining efficiency and quality standards, while controlling costs, and maintaining good employee relationships through consistent engagement with the team.

As a member of the Inchcape team, you will play a key part in the success of our hugely diverse global business. We are a team of over 14,500 colleagues across more than 40 countries make up the global Inchcape team. We are always searching for talented and passionate people, with a can-do attitude, to join us and help power Inchcape’s growth.

Our business focuses on four key strategic objectives with our vision to be the ‘World’s most trusted automotive distributor and retailer’.

Working with some of the most prestigious brands in the market, and with our enhanced basic salaries and competitive pay plans, this move could be the best move in your career so far!

The Service Excellence Manager will ensure customer satisfaction and retention, through the efficient management of the service operations, maintaining efficiency and quality standards, while controlling costs, and maintaining good employee relationships through consistent engagement with the team.

KEY DUTIES & RESPONSIBILITIES

• Ensures customer satisfaction and retention, through the efficient management of the service operations
• Maintain efficiency and quality standards, while controlling costs
• Develops and manages the annual operating budget for the department
• Manages and analyses department financial data in order to present monthly reports on the performance and trends of the department
• Develops and implements a marketing and sales strategy to grow and promote new business while ensuring retention and continued repeat business from existing customers
• Drives improvement throughout the operations, to ensure all customer vehicles are delivered on-time and fixed the first time
• Creates a positive environment by hiring, training, coaching, evaluating, motivating and rewarding department employees

REQUIREMENTS

• Bachelor of Business Management or other related qualification
• A minimum of 5 years’ experience in a similar function
• Extensive professional experience in leadership roles
• Excellent managerial and financial skills
• Strong communication skills
• Thorough understanding of people management, financial practices and customer satisfaction
• Thorough understanding of management, financial practices and customer satisfaction
• Computer literacy with good working knowledge of Microsoft Office

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.