Service Centre Manager - Birmingham - #1694087

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