Job

Service Manager

Apply now Harwoods Group

Salary: £TBC

Automotive retailer Harwoods Group, represents prestigious car brands Aston Martin, Audi, Bentley, McLaren, Volvo, Jaguar and Land Rover, as well as the truck brand MAN. We have eighteen businesses across Sussex, Surrey, Kent and Hampshire.

Our vision is to ‘create memorable experiences’, as we believe our primary role is to add maximum value to the customer journey. We also aim to make working at Harwoods as memorable and enjoyable as possible and benefit from above average employee engagement.

With 98% of staff scoring positively when asked ‘I care about the future of Harwoods’, we’re a safe bet for a job and career.

Harwoods Land Rover Croydon was acquired in 1994, when the Group purchased the Brighton Road, Coulsdon site. It is situated on the main arterial A23 road to London, with great transport links nearby. April 2016 saw us purchase Jaguar and become a dual-branded retailer, offering both sales and aftersales departments for Land Rover and Jaguar. In total, we have a team of around 75 employees across both brands, many of whom have worked at this site for 20+ years. Our territory stretches as far as Streatham and Dulwich, down to Caterham and Tadworth. We deliver around 900 new and 700 used vehicles per year, across the JLR brands

Job Purpose

The role of the Service Manager is to:

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Manage the sourcing and supply of manufacturer vehicle parts and monitor all service processes.

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Achieve service volumes and profit objectives through motivating and developing the service team to be fully competent in their job roles.

Policies

All Harwoods employees are expected to comply with/adhere to all Harwoods policies and procedures and any additional manufacturer requirements relevant to their role.

Person Specification

Essential

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Proof of Right to Work in the UK.

Experience

Essential

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Relevant motor industry experience.

Skills & Knowledge

Essential

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Full UK driving licence.

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Smart appearance.

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A full understanding of all departments.

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Excellent numeracy and literacy.

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Competency in IT.

Competencies

Harwoods has 5 key competencies which describe the behaviours expected of all employees. For this role we are looking for applicants who can demonstrate all of the competencies below at the level described, as per the attached competency framework.

Delivering Memorable Customer Service

Provides customer service which creates ‘memorable experiences’ through meeting and exceeding customer expectations.

Level:

Manager

High Performing Teams

Supports others to continuously improve performance. Seeks feedback on own performance, takes responsibility for own development & demonstrates Harwoods values.

Commercial and Operational Excellence

Understands the drivers of business performance and uses them to optimise commercial opportunities. Plans and manages processes, resources workflows efficiently.

Innovation & Improvement

Demonstrates openness to change and improvement. Proactively looks for more effective ways of doing things.

Brand Aligned

Knowledgeable of, aligned to and ambassador for the brand and adheres to brand standards.

Key Responsibilities

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Maintain standards of performance of the service team through effective coaching and performance management.

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Recruit and select service team members in line with organisational and manufacturer requirements.

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Ensure understanding and adherence to manufacturer service requirements and customer satisfaction indicators within the business to maintain high levels of customer service standards.

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Ensure sufficient resources are available to meet servicing requirements and regularly review key operating controls (labour efficiency, labour sales, cost of sales), so they are in line with manufacturer and business operating requirements.

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Maximise commercial opportunities through developing and implementing campaigns within specific market sectors.

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Monitor and evaluate customer needs and competitor activity in the market, ensuring that service marketing campaigns are relevant and targeted.

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Ensure all service processes meet brand standards requirements and that they are implemented in a consistent manner.

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Regularly communicate and interact with members of other departments to develop the business and the business team ethos.

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Maintain a safe and healthy working environment, ensuring staff comply with Health and Safety requirements.

Apply now Harwoods Group

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