Mercedes-Benz Service Reception Manager

About the Role
 
We are looking for an experienced, customer-focused Service Reception Manager to lead our busy front-of-house service team and provide strong operational support to the Aftersales Manager. This is a key role responsible for delivering an exceptional customer journey, ensuring efficient service reception operations, and driving performance across all reception touchpoints.

Key Responsibilities

• Lead, motivate and develop the service reception team to deliver outstanding customer service.
• Oversee daily reception operations, ensuring smooth workflow from customer check-in through to vehicle collection.
• Support the Aftersales Manager with operational planning, performance targets, and customer satisfaction initiatives.
• Ensure accurate and timely communication between customers, the workshop, and the parts department.
• Handle escalated customer enquiries and complaints professionally and efficiently.
• Monitor and improve key metrics including CSI, efficiency of booking processes, and best advice conversions.
• Implement best practices for reception processes, phone standards, customer updates, and documentation compliance.
• Deliver ongoing coaching, training, and performance management for the reception team.
• Ensure all customer authorisations, job details, and system entries are accurate and compliant with brand and dealer standards.
• Support Aftersales projects, campaigns, and operational improvements.

About You

• Previous experience in a Service Reception, Service Advisor, or front-of-house leadership role within the automotive industry.
• Strong people management skills with the ability to motivate and develop a team.
• Excellent communication and customer service skills, with the ability to handle challenging situations.
• Highly organised, with strong attention to detail and the ability to manage multiple priorities.
• Comfortable working in a fast-paced environment with a focus on process excellence.
• Proficient in automotive DMS systems (e.g., Kerridge, CDK, Pinnacle) is desirable.

Why Sytner?

Sytner Group are delighted to provide an industry-leading benefits package.

We are passionate about continuous improvement and building an environment where everyone feels valued, appreciated and able to reach their full potential.

• Enhanced Holiday Entitlement – 33 days inc. bank holidays
• Industry-leading Maternity, Paternity and Adoption Pay
• Career Development
• Recognition of Long Service every 5 years
• Discounted Car Schemes
• High Street Discounts
• Discounted Gym memberships
• Cycle to work scheme
• One day a year paid voluntary / community work

At Sytner, our values and the way we behave are important to us. We are committed to creating an equitable working environment where we value and respect every individual's unique contribution, supporting our colleagues to thrive and achieve their full potential.

As part of our commitment to Diversity and Inclusion, you have the right to ask for changes / adjustments to job interviews and the recruitment process. For more information around reasonable adjustments and the recruitment process please click here.

Unsure? Read on…

We represent over 23 of the world's most prestige vehicle brands, across our 140 UK dealerships.

We pride ourselves on ‘Developing Talent and ‘Building Careers’ and our colleagues recently scored Sytner Group an outstanding 89% on our colleague engagement survey.