Service Reception Manager – Automotive Service Operations

About the role

We are seeking an experienced Service Reception Manager to lead the automotive reception operations at Al‑Futtaim Motors. The role ensures every customer receives professional, efficient, and customer‑focused service while overseeing the reception team and Service Advisors.

Key responsibilities

• Lead and support Reception Hosts and Service Advisors to deliver an excellent customer experience.
• Ensure accurate customer and vehicle information is shared with the workshop to achieve “Fixed Right First Time”.
• Monitor vehicle progress and guarantee delivery within the agreed customer promise time.
• Conduct daily operational and feedback meetings to review expectations, workload and performance.
• Track individual and team performance, including labour hours, sales, profitability and customer service results.
• Maintain smooth shift handovers and contingency plans for employee absence, leave or training.
• Coordinate between frontline and production teams to prevent delays and cost disputes.
• Coach, motivate and develop the team through training plans, clear objectives and regular performance management.

Required profile

• Diploma or degree in Mechanical Engineering.
• At least five years of customer‑care experience.
• Previous experience as a Reception Manager or Service Advisor.
• Experience supervising customer‑facing teams within a service‑focused environment.
• Good understanding of automotive reception operations and customer service performance measures.

Required skills

• Strong leadership and people‑management skills.
• Excellent verbal communication and customer service skills.
• Strong analytical, planning and problem‑solving capabilities.
• Ability to manage daily workloads, priorities and operational performance.
• Customer‑focused, organised and results‑driven approach.
• Strong teamwork and stakeholder‑management skills.
• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, Visio and MS Project.