Address
Form of work- Supervise the health and safety compliance across the Centre, setting the tone and always leading by example
- Oversee and lead Service Advisors and Parts Advisors to achieve KPIs including, but not limited to, customer satisfaction, productivity, Fix Right First Time, profitability, and cost savings
- Monitor performance consistently and be responsible for quality within your team, reporting progress to management daily, together with any specific incidents
- Motivate, lead and inspire the team in continuous improvements and efficiencies
- Conduct regular one-to-ones and feedback sessions with team members, providing constructive and clear coaching and following up on development plans and any personnel cases
- Identify any training needs within the team and arrange relevant training courses as required
- Identify any roadblocks disturbing workflow and ensure that each individual has the tools and training to perform their role successfully
- Ensure that work standards and available procedures are up-to-date, accurate and that all work is compliant
- Hold daily meetings with the team, outlining expectations and workload for the day ahead
- Manage complex escalations together with your team, confidently resolving and defusing difficult conversations across all communication channels
- Act as the main point of contact within Front of House and warehouse, connecting with customers directly if required to limit escalation cases
- Adopt new digital tools with ease and adapt quickly to new process changes
- Possess advanced knowledge of pulling vehicle logs and submitting for remote diagnosis and repair, accurately recording repair orders, interactions, and data into our systems, finalizing invoicing and payment
- Partner closely with the workshop to guarantee we service our customers’ cars efficiently and seamlessly, ensuring diaries are up to date, parts are available, and backlog is managed
- Advise and educate the customer on Tesla warranty policies, acting as a subject matter expert, guiding, and coaching the team with any warranty questions or challenges
- Plan, prepare and distribute work based on skill level, capacity, and resource
- Support in reviewing jobs that are planned for the day and week and help ensure the parts inventory and planned jobs are harmonizing.
- Accurately record parts transactions and data into the system, maintaining excellent attention to detail and escalating any issues
- Liaise daily with internal teams within the Service Centre including Sales & Delivery and local Senior Management
