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About the Role

As Service Manager, you will act as the deputy to the Aftersales Manager, leading the day-to-day operation of the Service Department and driving exceptional customer experiences, team performance and commercial results. This is an exciting opportunity for an experienced automotive leader to play a key role in delivering Porsche standards while developing and motivating a talented team.

Responsibilities

• Act as Deputy to the Aftersales Manager, leading the department in their absence.
• Manage and develop the Service Reception Team, Service Administration, Service Quality function and Workshop Controller.
• Drive performance against KPIs including CSI, productivity, efficiency, utilisation and retention.
• Oversee daily workshop operations, loading and capacity planning to maximise performance.
• Ensure seamless communication between customers, reception, workshop and parts teams.
• Take ownership of customer complaints and escalations, ensuring prompt resolution.
• Monitor WIP, debt management and labour sales performance to achieve business targets.
• Maintain compliance with Porsche standards, manufacturer requirements and health & safety regulations.
• Lead performance management, coaching, recruitment and succession planning activities.
• Identify and implement continuous improvement initiatives to enhance customer satisfaction, profitability and operational efficiency.

Requirements

• Proven management or team leadership experience within an automotive aftersales environment.
• Strong knowledge of service reception, workshop operations, warranty processes, and customer service delivery.
• Experience leading customer-facing teams and driving operational performance.
• Demonstrable success in managing and improving departmental KPIs and profitability.
• Excellent coaching, people development, and performance management skills.
• Strong communication, customer complaint resolution, IT proficiency, and a full UK driving licence.
• Previous experience as a Service Manager, Assistant/Deputy Aftersales Manager, or Workshop Controller.
• Background in premium automotive retail, ideally with Porsche knowledge.
• Understanding of manufacturer standards, audits, compliance, and FCA regulatory requirements.
• Relevant management or leadership qualification (IMI or equivalent).
• Technical automotive qualifications, workshop experience, and a track record of leading continuous improvement initiatives.

Skills

• Customer excellence
• Operational efficiency
• Leadership
• Performance management
• Coaching
• People development
• Communication
• Customer complaint resolution
• IT proficiency

Location

• Porsche Centre South London

Work Type

• 46.25 hours each week

Experience Level

• Proven management or team leadership experience
• Previous experience as a Service Manager, Assistant/Deputy Aftersales Manager, or Workshop Controller
• Background in premium automotive retail
• Technical automotive qualifications
• Workshop experience

Education Level

• Relevant management or leadership qualification (IMI or equivalent)
• Technical automotive qualifications

Salary/Compensations

• Competitive salary with an annual performance bonus up to 35% of basic salary

Benefits

• VW Group tax efficient company vehicle
• 33 days holiday per year
• Dedicated mental health champions
• Preferential rates on several products and services, including high street brands, restaurants, gyms and Porsche products
• Life Assurance
• DC Pension Scheme
• Employee Assistance Program - support and advice on issues impacting your wellbeing

About the Company

• Headquartered in Reading alongside Porsche Cars GB Ltd, Porsche Retail Group (PRG) are owned wholly by Porsche Germany.
• We operate several Porsche Centres, Service Centres and a Trade Parts Distribution Centre in and around London and the South-East.
• Our journey embodies the Porsche DNA, a love of sports cars and a passion for excellence and challenging the status quo.
• Our centres feature state-of-the-art facilities and highly trained staff to ensure that the purchasing, servicing, and ownership experience of Porsche customers are of the highest quality.

Equal Opportunity

• Porsche Retail Group are committed to promoting a culture that champions diversity and equal opportunities.
• PRG believe diverse teams are catalysts of innovation and create multiple new ideas.
• One of our priorities is to celebrate diversity in all its dimensions while shaping an aspirational and inclusive company culture.