Worcester Carsales
Service Manager
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Company Description
Worcester Carsales is a long-established, family-run motor group based in the West Midlands, UK, with origins dating back to 1953. The business has grown from a single used car site into a multi-franchise dealer group representing major manufacturers such as Hyundai, Suzuki, Kia, MG, Vauxhall and newer brands including Omoda and Jaecoo.
Role Description
This is a full-time, on-site Service Manager role based at Worcester Carsales in Halesowen. The Service Manager will oversee the daily operations of the service department, ensuring efficient workshop scheduling, high-quality vehicle servicing and repairs, and compliance with manufacturer and regulatory standards.
- Managing and coaching service advisors and technicians
- Monitoring performance metrics
- Driving customer satisfaction through clear communication and timely issue resolution
- Handling customer enquiries and escalations
- Coordinating with parts and sales teams
- Managing warranty claims, invoicing, and service-related administration
- Supporting continuous improvement initiatives
- Maintaining a safe working environment
- Contributing to departmental budgeting and reporting
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Qualifications
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- Experience in automotive service management, with strong knowledge of vehicle servicing, diagnostics, and workshop processes.
- Proficiency in customer service, including handling complex enquiries, resolving complaints, and maintaining long-term customer relationships.
- Leadership and people management skills, with experience coaching, motivating, and developing diverse teams in a fast-paced environment.
- Strong organizational and time-management abilities, including scheduling, workload prioritization, and attention to detail in documentation.
- Comfort with dealership management systems, service booking platforms, and basic IT skills (email, spreadsheets, reporting tools).
- Solid understanding of manufacturer standards, warranty procedures, and relevant health and safety practices within a service environment.
- Effective written and verbal communication skills, with the ability to translate technical information into clear customer-friendly language.
- Relevant automotive or technical qualifications.
- Previous experience in a franchised dealership environment.
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