Assistant Service Manager - Gillingham Ford

Allen Motor Group are currently looking to recruit an Assistant Service Manager to join our Ford dealership in Gillingham.

Reporting directly to the Gillingham Aftersales Manager, you will play a key role in the day-to-day running of the service department, acting as second in command and taking direct responsibility for the smooth operation of the Front of House (FOH) team.

This is an excellent opportunity for an experienced automotive aftersales professional who is passionate about delivering outstanding customer service, leading a team and helping drive departmental performance. You will support the Aftersales Manager in maintaining high standards of customer satisfaction, operational efficiency and profitability, while ensuring every customer receives a first-class experience.

This is a full-time position, paying £35,000, working Monday to Friday, 08:00–17:30, with one in four Saturdays worked and a day off in lieu.

Why Allen Motor Group?

In addition to a competitive salary and bonus scheme, we offer a fantastic range of benefits, including:

• Company-provided vehicle

• 30 days’ holiday, including bank holidays, with additional entitlement increasing with length of service

• Fantastic discounts on MOTs, servicing and parts

• Life assurance at no cost to yourself

• Discounted gym membership

• Retailer discount portal, offering savings with some of the UK’s biggest retailers

• Up to £1,000 through our refer-a-friend scheme

• Full training, development and support to help you progress your career with Allen Motor Group
  

Previous Experience:

To be considered for this position, you will ideally have strong experience in an automotive service or aftersales advisory role, preferably within a franchised dealership. Previous supervisory or management experience would be highly advantageous.

We are also looking for someone with:

• Excellent customer service and communication skills

• The confidence and ability to lead, motivate and support a team

• Strong organisational skills and the ability to prioritise workloads in a busy environment

• A proactive approach to resolving customer concerns and complaints

• The ability to work effectively under pressure while maintaining high standards

• A good understanding of dealership service department processes

• Knowledge of warranty procedures, which would be advantageous

• A full UK driving licence
  

Key Duties and Responsibilities:

• Support the day-to-day running of the service department, acting as second in command to the Aftersales Manager and deputising in their absence.

• Take ownership of the Front of House operation, ensuring the service reception runs efficiently and customers receive a welcoming, professional and seamless experience.

• Lead, support and supervise the service team, helping to maintain high standards of performance, productivity and customer satisfaction.

• Oversee customer enquiries, vehicle bookings, service updates and vehicle handovers, ensuring clear and effective communication throughout the customer journey.

• Advise customers on additional work identified through electronic vehicle health checks and video inspections, ensuring recommendations are communicated professionally and transparently.

• Handle customer concerns and complaints promptly and effectively, working towards positive outcomes and maintaining customer loyalty.

• Assist with the control and coordination of courtesy vehicles, ensuring accurate mileage records and damage checks are completed.

• Ensure customer quotations, charges and invoices are recorded accurately and processed in line with Allen Motor Group procedures.

• Monitor and assist with the control of work in progress, ensuring jobs are progressed efficiently and administrative tasks are completed accurately.

• Work closely with the wider Sales and Service teams to support the effective running of the dealership.

• Help drive departmental performance, customer retention and profitability through excellent organisation, team leadership and a customer-focused approach.

• Ensure compliance with company procedures, including GDPR requirements and the accurate maintenance of customer information.

Ready to Take the Next Step?

At Allen Motor Group, we believe our people are our greatest asset. We are committed to creating an inclusive workplace where everyone is respected, supported and encouraged to develop their potential.

If you are an experienced automotive aftersales professional ready to take the next step in your career, enjoy leading from the front and want to make a real difference to the customer experience, we would love to hear from you.

Apply now to join Allen Motor Group at Gillingham Ford and become part of a team that puts customers and people first!