Service Manager / Advisor

Service Manager/Advisor
Location: Aylesbury
Salary: £37,500-£50,000 depending on experience and qualifications
Hours: 42.50
Contract type: Permanent
We are seeking an experienced, proactive Service Manager/Advisor to take ownership of our front desk, customer experience, and day-to-day garage operations at M D Auto Care, Rabans Close, Aylesbury HP19 8RS.
This is a hands-on leadership role combining reception, customer service, sales, and operational management within a busy garage environment.
You will play a key role in driving customer satisfaction, improving processes, maximising revenue, and ensuring the smooth and efficient running of the garage.
Working Environment
We offer a friendly, relaxed, and supportive workplace where teamwork, trust, and quality are valued. You will be working alongside experienced technicians in a well-run workshop where customer satisfaction and workmanship come first.
Our working hours are Monday-Friday 08:00-17:00 with optional overtime / Saturdays (if applicable).
Key Responsibilities
Reception & Customer Experience
- Act as the first point of contact for customers, in person, by phone, and via email
- Manage front desk operations, bookings, vehicle drop-offs, and collections
- Deliver a professional, friendly, and efficient customer experience
- Keep customers fully informed on progress, costs, and completion times
Sales, Upselling & Cross-Selling
- Proactively identify and deliver opportunities to upsell and cross-sell services and products
- Clearly explain recommended work, service options, and costs
- Convert enquiries into confirmed bookings and maximise workshop utilisation
Customer Satisfaction & Relationship Management
- Take ownership of customer satisfaction, retention, and feedback
- Handle customer concerns and complaints professionally and efficiently
- Encourage repeat business and positive online reviews
Garage & Operational Management
- Oversee the daily operation of the garage and front-of-house
- Coordinate technicians and workshop staff to manage workload and priorities
- Ensure health & safety, quality, and professional standards are consistently met
- Monitor job progress, turnaround times, and quality of workmanship
Warranty Claims & Aftercare
- Manage warranty claims, liaising with suppliers, manufacturers, and customers
- Ensure accurate documentation and timely resolution of warranty issues
- Oversee aftercare processes to maintain customer trust and satisfaction
Innovation & Continuous Improvement
- Bring new ideas, processes, and innovations to improve efficiency, customer experience, and profitability
- Take ownership of implementing improvements and service standards
Administration & Financial Control
- Maintain accurate job cards, customer records, and service histories
- Prepare invoices, process payments, and manage financial transactions
- Support stock control, parts ordering, and supplier relationships
About You
- Motor trade experience is essential
- Minimum 5 years' proven experience as a Service Advisor, Garage Manager, or similar role
- Qualified/experienced vehicle technicial
- Strong customer service and communication skills
- Confident in upselling and cross-selling services and products
- Organised, commercially aware, and comfortable managing a busy garage
- Proactive, solutions-focused, and confident introducing improvements
- MOT Tester qualification is an advantage but not essential
What We Offer
Competitive salary based on experience
22 days holiday + bank holidays
Pension
Bonus scheme
About Us
At MD Autocare, we are recognised for quality workmanship, honest service, and consistently high customer ratings. Our reputation reflects years of reliable results and a commitment to putting customers first.
Our team is what truly sets us apart.
We believe great service begins with a strong team. We foster a workplace where employees feel valued, supported, and proud of their work. Our customer reviews and repeat business reflect both our technical expertise and the dedication of our colleagues.
As we grow, we seek individuals who want more than just a job. We offer a career environment where effort is recognised, development is encouraged, and teamwork is valued.
Our Values
Quality - Without Compromise
We take pride in getting it right the first time. High standards, attention to detail, and professional integrity guide our work.
People First
Respect and fairness are central to our culture, for both customers and colleagues. We listen, support, and treat everyone properly.
Trust & Transparency
We operate openly and honestly with customers and colleagues. We prioritise clear communication and mutual respect.
Continuous Improvement
A place where you're valued. We continually improve our skills, processes, and workplace. Growth is a shared goal.
Your contribution matters. We recognise hard work, reliability, and craftsmanship, and ensure everyone feels appreciated.
Job Security & Stability
As a well-established, highly rated business, we provide a stable work environment with consistent demand and long-term opportunities.
Supportive Team Culture
You will work with experienced professionals who respect one another, share knowledge, and collaborate when it matters most.
Development & Progression
We support on-the-job learning and career progression. Whether you want to deepen your technical expertise or take on more responsibility, we will support your growth.
Pride in Your Work
Our high customer satisfaction scores mean you can take pride in your work, knowing it makes a difference and is genuinely appreciated.
Workplace Respect
We believe in fair treatment, clear expectations, and a positive workplace where people enjoy coming to work.
Why Join MD Autocare
- Join a business with excellent customer ratings and a strong reputation
- Stable, long-term role within an established and growing business
- Friendly, supportive team culture
- Ongoing training and development opportunities