Service Manager

Join a high-performing Aftersales team where customer excellence, operational efficiency and leadership are at the heart of everything we do. As Service Manager, you will act as the deputy to the Aftersales Manager, leading the day-to-day operation of the Service Department and driving exceptional customer experiences, team performance and commercial results. This is an exciting opportunity for an experienced automotive leader to play a key role in delivering Porsche standards while developing and motivating a talented team. Key Responsibilities: Act as Deputy to the Aftersales Manager, leading the department in their absence. Manage and develop the Service Reception Team, Service Administration, Service Quality function and Workshop Controller. Drive performance against KPIs including CSI, productivity, efficiency, utilisation and retention. Oversee daily workshop operations, loading and capacity planning to maximise performance. Ensure seamless communication between customers, reception, workshop and parts teams. Take ownership of customer complaints and escalations, ensuring prompt resolution. Monitor WIP, debt management and labour sales performance to achieve business targets. Maintain compliance with Porsche standards, manufacturer requirements and health & safety regulations. Lead performance management, coaching, recruitment and succession planning activities. Identify and implement continuous improvement initiatives to enhance customer satisfaction, profitability and operational efficiency. Requirements Minimum Qualifications: Proven management or team leadership experience within an automotive aftersales environment. Strong knowledge of service reception, workshop operations, warranty processes, and customer service delivery. Experience leading customer-facing teams and driving operational performance. Demonstrable success in managing and improving departmental KPIs and profitability. Excellent coaching, people development, and performance management skills. Strong communication, customer complaint resolution, IT proficiency, and a full UK driving licence. Desirable Qualifications: Previous experience as a Service Manager, Assistant/Deputy Aftersales Manager, or Workshop Controller. Background in premium automotive retail, ideally with Porsche knowledge. Understanding of manufacturer standards, audits, compliance, and FCA regulatory requirements. Relevant management or leadership qualification (IMI or equivalent). Technical automotive qualifications, workshop experience, and a track record of leading continuous improvement initiatives. Benefits Porsche Retail Group are committed to promoting a culture that champions diversity and equal opportunities. PRG believe diverse teams are catalysts of innovation and create multiple new ideas. One of our priorities is to celebrate diversity in all its dimensions while shaping an aspirational and inclusive company culture. In return, we offer: Competitive…