Service Manager/Workshop Manager- Montrose
The Role
The Service Manager is responsible for overseeing the day-to-day operations of the workshop, acting as the first point of contact for service customers, and managing the technician team to ensure efficient, high-quality service. This includes scheduling work, supervising and supporting technicians and apprentices, liaising with the parts department, and ensuring customer communications are clear and consistent.
The role also includes responsibility for all aspects of HR management within the team, including motivation, performance, conduct, attendance, and communication. The Service Manager must ensure full health and safety compliance, monitoring for and responding to hazards, reporting accidents, and promoting a safe working environment.
Responsibilities
Act as first point of contact for all customer enquiries (phone, email, in person).
Provide regular updates to customers on the status of repairs and respond promptly to any questions or issues.
Schedule daily workloads for each technician, balancing skills, job priorities, and time pressures.
Supervise all workshop engineers, providing daily direction and support as required.
Ensure engineers are performing their duties safely and in accordance with company health and safety policy.
Monitor the workshop for hazards, unsafe practices, and ensure timely accident reporting.
Review completed job cards to ensure accuracy and readiness for invoicing (including hours, labour, parts, and photographs).
Work closely with the parts department to ensure all necessary parts are available for repairs.
Foster a positive team environment, ensuring staff are motivated, supported and performing well.
Monitor attendance and punctuality, addressing any concerns proactively.
Ensure daily completion of job cards by the end of each business day, results for the week to be reported at the Monday morning meeting.
Review technician performance and job throughput to ensure standards are being met.
Provide informal feedback and support to apprentices; ensure they are on track with learning objectives.
Monitor ongoing workloads and make adjustments to job scheduling as needed.
Review any near misses, hazards or H&S concerns raised in the workshop and ensure actions are taken.
Hold brief check-ins with team members to address any issues and maintain morale.
Assess team performance and workflow quality; escalate concerns to the Group Service Manager.
Collaborate with the Parts and Service teams to review common parts needs and plan future stock.
Complete a review of job completion times and identify bottlenecks or recurring delays.
Liaise with HR on any ongoing people-related issues including absence, performance, or conduct.
Maintain and review workshop cleanliness, organisation, and tool/equipment needs.
Report NPS scores with administrator, highlighting scores and reporting findings to Group Service Manager.
Participate in internal health and safety audits; contribute to improvement plans.
Support apprentice progress reviews and development planning.
Evaluate team structure, skill gaps, and succession planning in consultation with HR and management.
Skills & Experience
* Strong team leadership skills.
* Gets satisfaction in organising paperwork.
* Organised, detail-focused & self-motivated.
* Able to have a customer—first approach.
* Fast-working, positive, proactive and a strong team player.
* This is predominantly a desk-based job.
* Office (Word, Excel, Outlook) and dealership management systems (training provided).
Salary- £40-45K