Reporting to the Operations Director and the Sales Director, we are seeking a Dairy Service Operations Manager to join the team, primarily based out of our Frome Depot. The key focus of this position is to drive an outstanding customer experience by optimising resources to meet customer needs. The job holder is responsible for overall Service Department performance, including providing a full 24/7 call‑out operation, full P&L, health & safety and compliance, coupled with developing and maintaining a highly engaged and motivated team. This role is key in the overall performance of our Dairy division.
Hours
Full Time: Additional hours required to meet operational requirements of the business
Key Duties Will Include
* To provide technical support to our customers and provide resolutions/solutions on a timely basis
* Ensure that the invoicing is done in a timely manner, no longer than 10 days after completion of work
* Ensure dispute invoices are dealt with within 30 days from an issue being raised by a customer
* Escalate concerns using appropriate tools as necessary to our manufacturers/management
* Work alongside the Dairy Sales and Parts teams to drive retail success
* Visiting key customers on a regular basis
* Achieving and exceeding required goals set by manufacturers
* Evaluate the training needs of the team, and define an action plan for further training to ensure that we develop and support team members
* Carry out 1‑2‑1s and yearly appraisals with the team
* Review monthly:
o Turnover and Profit
o Cost of the department
* Review on a quarterly basis:
o Technician performance via Dealer Manager System reports
o Training needs
o H & S issues
Preferred Qualifications
* Relevant engineering certifications
Required Experience
* Proven track record in managing a workshop structure
* Proven track record in developing the best culture
* Engineering background
* Industry knowledge preferable
Essential Skills
* Understanding of Service KPI’s and how to influence them to provide the best return
* Exceptional communication skills
* Passion for delivering excellent customer service
* Effectively manage change and be flexible
* Capable of building strong relationships
* Positive role model and strong motivator
* Excellent administration skills – able to demonstrate a high level of accuracy
* Ability to work on own initiative
Benefits
A company car / vehicle will be part of the package.
* Market surveyed salary – reviewed annually
* Employer contributory pension/ death in service cover
* Share Plan
* Staff accounts at every branch with discounted prices (after probation period)
* Extra holiday entitlement – after a certain number of years
* Company sick pay after qualifying period
* Role‑specific company clothing/uniform
* Recognition and support for health and work‑related well‑being
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