Full job descriptionAssistant Service ManagerSalary: £35,000–£45,000 + Bonus
Location: Torbay, Devon
Role OverviewAn experienced and motivated Assistant Service Manager is required to support the day-to-day operation of a busy automotive service department. Working closely with the Service Manager, you will lead the front-of-house service team, drive operational performance, maximise profitability, and ensure exceptional customer satisfaction.
This is an excellent opportunity for a Senior Service Advisor, Workshop Controller, or existing Assistant Service Manager looking to progress within a successful dealership environment.
Key ResponsibilitiesLeadership & Team Management*Support the Service Manager in the daily running of the service department.
*Lead, motivate, and develop Service Advisors and support staff.
*Conduct team briefings, coaching sessions, and performance reviews.
*Manage staff absence, holiday planning, and departmental cover.
Customer Experience*Ensure outstanding customer service throughout the customer journey.
*Resolve complex customer concerns and escalated complaints.
*Monitor and improve Customer Satisfaction Index (CSI) performance.
*Build strong customer relationships to encourage repeat business.
Operational Management*Oversee workshop loading and technician utilisation.
*Monitor work-in-progress and ensure jobs are completed efficiently.
*Work closely with Workshop Controllers and Parts teams to minimise delays.
*Maintain smooth workflow and effective communication across departments.
Commercial Performance*Drive labour sales, service plan penetration, and aftersales profitability.
*Monitor daily, weekly, and monthly KPIs.
*Support budget achievement and departmental growth objectives.
*Identify opportunities to improve efficiency and revenue generation.
Compliance & Standards*Ensure compliance with manufacturer requirements and company policies.
*Maintain Health & Safety standards across the department.
*Support warranty administration and audit processes.
*Ensure accurate documentation and reporting procedures are followed.
Candidate RequirementsEssential*Previous automotive aftersales experience.
*Experience in a leadership or supervisory position within a service department.
*Strong understanding of workshop operations and customer service processes.
*Excellent communication and people-management skills.
*Commercially aware with a focus on profitability and performance.
*Full UK driving licence.
Desirable*Main dealer experience.
*Experience with Keyloop, Kerridge, Drive, or similar DMS systems.
*Knowledge of manufacturer warranty procedures.
*Automotive management qualifications.
Key Performance Indicators*Customer Satisfaction (CSI)
*Labour Sales Performance
*Workshop Efficiency & Utilisation
*Service Retention
*Revenue & Gross Profit
*Employee Performance & Development
*Warranty Compliance
Benefits*Competitive basic salary of £35,000–£45,000
*Performance-related bonus scheme
*Company pension
*Manufacturer and management training
*Career progression opportunities
*Employee discounts and wellbeing benefits