Service Supervisor Ocean BMW Falmouth are looking for a Service Supervisor to join its high performing team. If you have a passion to deliver an exceptional customer experience, then this is a great opportunity to develop your career with one of the worlds admired brands in the automotive industry. The main duties of the role include: • Create and maintain a customer centric environment to guarantee all customers are welcomed and looked after professionally in line with manufacturer standards and Ocean Group expectations. • Align performance with manufacturer key performance indicators, adapting where required. • Link between front of house and workshop – maintaining efficient and consistent flow of work, updates and time management with high standards of data capture to eliminate wasted time. • Overseeing the service advisors, coaching and managing their workloads. • Working directly with the workshop controller and parts manager whilst monitoring job progress. Consistent reviews/checks to hold team accountable for daily tasks, clear daily expectations to be monitored and completed by the team. • Ensure the team have the correct level of support and training allocated to achieve department manufacturer and Ocean targets. • Provide clear and consistent direction of what is an expected customer journey for all potential scenarios. NPS scoring – Provide outstanding customer service personally and as a team to gain as many returns as possible and above national average scoring. • Maximise workshop profit opportunities. • Manage the handover and administration of loan vehicles. Explain the work carried out on vehicle ensuring customers full understanding and authorisation. • Accurately maintain the service department loading system in line with workshop capacity. • Raise job cards and Provide customer estimates, according to company policy on schedules and pricing. • Calculate charges for all parts, labour and service repairs, ensuring the accuracy of charging structure. • Be able to meet all deadlines as set by aftersales manager and company procedures. • Adhere to all Health & Safety, environmental and Company policies and procedures. • Ensure accurate documentation for warranty work in line with requirements and dealership policy. • Create, maintain, and manage processes to guarantee continued success and consistency in the department whilst management is away from the business. Your profile About You • Enjoy working in a fast-paced environment recognising individual responsibility to contribute to the performance and success of the Aftersales Department. • Passion for customer service and the ability to develop rapport and trust with customers and your team to resolve conflict situations calmly and reasonably. • Excellent administration and organisational skills, with good diary management. • The ability to lead by example. • Proven experience as a Service Supervisor in the automotive industry or a Service Advisor looking for the next challenge in their career. • Valid, clean UK Driving Licence and must be eligible to work in the UK. Rewards Your hard work will be rewarded with: 22 days holiday per year plus bank holidays. Eye test vouchers. Pension scheme. Continued career development at the BMW Training Academy. Company Vehicle Your working hours will be a 5-day, Mon-Fri - 42.5hrs. No Weekends. Salary - £30,000 with an OTE of £37,000