WANTED: Sales / Workshop Operations Manager to join our team

Position opening: Sales and Workshop Operations Manager (SWOM).

Having been a leading motorbike service, repair and MOT centre for over 20 years, Two Wheel Centre boasts a consistently busy workshop. We are trusted and highly-regarded by both repeat and new customers, and our standard of service is extremely high. We have worked hard to build this reputation and hope to continue improving it into the future. This focus has led to the creation of a new role within our company, the Sales and Workshop Operations Manager (SWOM), which we are keen to fill.

The role will primarily involve focusing on workshop processes and customer service in addition to facilitating smooth and time effective transactions both internally and externally. The SWOM will instil, control and maintain fluidity within the workshop and manage the department in a way that brings noticeable improvement in both employee (internal) and customer (external) satisfaction and retention.

This is a demanding and challenging role – strong management skills will be required. The ideal candidate will have an ethos of continuous improvement. The job role includes, but is not limited to:

• Maintaining supreme levels of customer service and driving a cultural change within the workshop facility thus creating a positive consumer experience at both the point of sale and post-sale
• Planning, organising and managing the service aspect of our business
• Allocating/ordering parts for jobs/control of parts availability and forecasting parts availability issues, invoicing finished jobs
• Developing and implementing promotional campaigns for Service and Marketing by setting up and maintaining a database of Service customers
• Controlling the Service organisation and operating procedures – offering departmental staff management and support
• Effectively dealing with customer complaints
• Processing and controlling the warranty requests/pay out of claims by manufacturers
• Ensuring safety in the workshop

What will you be responsible for?

You will be responsible for providing a highly professional service to customers booking motorcycles in for service and/or repair work. You will create a positive and collaborative atmosphere within the workshop so that workers can easily approach you and feel part of a supportive and inclusive team. You will be required to liaise and communicate with the workshop to gain information on work in progress to keep customers informed and request authorisation from customers should their bike require additional work. You will also be responsible for our customers’ servicing queries, ensuring you resolve them to the customer’s complete satisfaction. The role will also require you to undertake various administrative responsibilities with regard to invoicing and processing warranty claims.

Job responsibilities will include workshop loading and output control which will involve organising workshop staff and appointing overtime, this will involve controlling labour efficiency and invoicing out time spent in a cost controlling, efficient and fair manner. The SWOM will allocate jobs and seek to maximise workshop productivity by planning, preparing and forecasting labour requirements.

What are the qualities we’re looking for from the ideal candidate?

The successful candidate will be personable, highly motivated, enthusiastic, able to work on their own initiative in addition to consistently providing high levels of customer service and sales. Ideally they will have previous experience in a similar role from within a motorcycle or automotive environment. Applications will also be considered from motorcycle enthusiasts who have worked in a service/after-sales role in the automotive trade.

An excellent, competitive remuneration package will be negotiated for the ideal candidate.

Additional vacancies: We are also recruiting for two more positions; one semi-skilled and one fully skilled motorcycle technician, please read more on our blog post if you or anyone you know is interested.