Service Reception Manager - JLR, Dubai

About the role

Al Tayer Motors is looking for a Service Reception Manager for the JLR brand in Dubai. The role leads the service function, develops and implements plans and programmes to achieve service targets in revenue, quality and effective customer service.

Key responsibilities

• Receive customers professionally, give accurate and timely information on their service needs and inform Service Advisors of customer needs while recording the information.
• Provide excellent customer service, monitor customer contracts and make sure Service Advisors call customers about arrival delays and rebook service if requested.
• Organise and manage the shuttle service, maintain its log, and keep log books for courtesy cars.
• Handle customer complaints patiently, discuss them with Service Advisors, ensure the workshop follows the vehicle receive/delivery process, and follow up on repeat complaints and WIP delays with the workshop.
• Liaise with the call centre, follow up on complaints and ensure resolution and customer satisfaction.
• Coordinate activities and information between operators, Service Advisors and the workshop, and liaise with the parts department on delivery delays.
• Work with sales to confirm service contract details, update them in the system and process them correctly.
• Maintain cleanliness standards in the reception area, keep service boards updated and follow workshop processes.
• Monitor cars taken out for test drives and manage the gate pass system.
• Manage reception drivers and car cleaners so vehicles move efficiently in the reception area.
• Guide and motivate subordinates, develop them and prepare them for higher-level roles.

Required profile

• Graduate in any discipline.
• 3-5 years of experience in the automotive service industry.
• Ability to work under pressure and tight deadlines, with high attention to detail.
• Ability to lead, develop and motivate teams.

Required skills

• Computer literacy.