Service Centre Manager - Birmingham

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