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Service Reception Manager

sytnerworcesterbmw.co.uk Logo

Sytner BMW Worcester

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Location:
United Kingdom , Watford

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for an experienced, customer-focused Service Reception Manager to lead our busy front-of-house service team and provide strong operational support to the Aftersales Manager. This is a key role responsible for delivering an exceptional customer journey, ensuring efficient service reception operations, and driving performance across all reception touchpoints.

Job Responsibility:

  • Lead, motivate and develop the service reception team to deliver outstanding customer service
  • Oversee daily reception operations, ensuring smooth workflow from customer check-in through to vehicle collection
  • Support the Aftersales Manager with operational planning, performance targets, and customer satisfaction initiatives
  • Ensure accurate and timely communication between customers, the workshop, and the parts department
  • Handle escalated customer enquiries and complaints professionally and efficiently
  • Monitor and improve key metrics including CSI, efficiency of booking processes, and best advice conversions
  • Implement best practices for reception processes, phone standards, customer updates, and documentation compliance
  • Deliver ongoing coaching, training, and performance management for the reception team
  • Ensure all customer authorisations, job details, and system entries are accurate and compliant with brand and dealer standards
  • Support Aftersales projects, campaigns, and operational improvements

Requirements:

  • Previous experience in a Service Reception, Service Advisor, or front-of-house leadership role within the automotive industry
  • Strong people management skills with the ability to motivate and develop a team
  • Excellent communication and customer service skills, with the ability to handle challenging situations
  • Highly organised, with strong attention to detail and the ability to manage multiple priorities
  • Comfortable working in a fast-paced environment with a focus on process excellence
  • Proficient in automotive DMS systems (e.g., Kerridge, CDK, Pinnacle) is desirable
What we offer:
  • Enhanced Holiday Entitlement – 33 days inc. bank holidays
  • Industry-leading Maternity, Paternity and Adoption Pay
  • Career Development
  • Recognition of Long Service every 5 years
  • Discounted Car Schemes
  • High Street Discounts
  • Discounted Gym memberships
  • Cycle to work scheme
  • One day a year paid voluntary / community work

Additional Information:

Job Posted:
January 20, 2026

Employment Type:
Fulltime
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