Customer Service Leaad - Automotive

Role Overview

Our client is looking for a Customer Service Lead to run the front line of an automotive service and tyre operation, acting as the first point of contact for drivers while keeping the workshop's daily schedule moving. This is a hands-on position that blends counter sales with operational coordination: you will size up each customer's needs, quote the right products and services, and then stay close to the job until the vehicle is back on the road. Success in the role directly shapes repeat business, so the person who fills it needs to be equally comfortable closing a sale, calming an unhappy customer, and directing a small team through a busy day.

Key Responsibilities

• Greet walk-in and booked customers, ask the right questions to diagnose what they actually need, and recommend suitable products, tyres or services.
• Build and issue quotations, chase up outstanding enquiries, and follow through until quotes are confirmed as sales.
• Schedule job bookings into the workshop diary, sequence work sensibly, and keep customers informed as their vehicle progresses.
• Own the resolution of complaints and service issues, escalating where needed and confirming the fix with the customer.
• Track stock levels on fast-moving parts and products, raise replenishment orders, and keep inventory records accurate and current.
• Lead and coach the customer service team, setting the standard for how customers are greeted, advised and followed up.
• Monitor team performance against sales and service targets, and report on enquiry conversion, bookings and recurring customer issues.

Requirements & Qualifications

• Demonstrated experience as a Service Adviser, Customer Service Supervisor, Team Lead or similar front-of-house role within an automotive service centre, tyre business or vehicle workshop.
• A proven record of selling automotive products and services rather than simply processing orders.
• Confident customer handling and communication, including the ability to de-escalate complaints and reach resolutions that keep the customer.
• Practical experience with inventory control, including stock monitoring, order coordination and record keeping.
• Prior responsibility for supervising or mentoring a small team, with the ability to hold people to sales and service targets.
• Comfortable juggling bookings, phone and counter enquiries, and workshop updates at the same time without losing detail.
• Vocational training or qualifications in automotive technology, business or customer service are advantageous, though hands-on industry experience carries the most weight.