Job Title
Reception Manager

Reports To
Garage Owners

Location
Marshall Motors SW Ltd, 26 Valley Road, Plymouth, Devon, PL7 1RF

Job Type
Full-Time

Job Summary
We are seeking an organised, customer-focused Reception Manager to oversee the day-to-day operation of our front-of-house reception and support the overall management of the garage. The successful candidate will be responsible for leading and managing all reception staff, acting as their direct line manager and ensuring high standards of performance, professionalism, and customer service.
The role includes responsibility for all people management and HR-related duties within the reception team, including recruitment support, onboarding, training, performance management, absence monitoring, scheduling, disciplinary and grievance processes, and employee development.
In addition, the Reception Manager will act as the first point of contact for customers, manage workshop bookings, coordinate communication between customers and technicians, help maintain the efficient flow of vehicles in and out of the garage, oversee parts ordering and stock control, assist with accounting and reporting to the owners, help promote the business through social media channels, update news and related stories on the company website, and ensure a professional and efficient customer experience at all times.

Key Responsibilities
Customer Service
* Greet customers in a friendly and professional manner.
* Handle customer enquiries by telephone, email, and in person.
* Provide updates on vehicle repairs, servicing, and MOT appointments.
* Resolve customer concerns and complaints promptly and professionally.
* Ensure excellent customer satisfaction and retention.

Booking & Workshop Coordination
* Manage bookings for vehicle servicing, repairs, diagnostics, and MOT tests.
* Maintain and update the garage management system and customer records.
* Coordinate workshop schedules with technicians to maximise efficiency.
* Manage and monitor workflow within the garage to ensure jobs are completed efficiently and on schedule.
* Help maintain the smooth flow of vehicles in and out of the garage.
* Monitor vehicle progress and communicate completion times to customers.
* Arrange collection and delivery services where applicable.

Administration
* Prepare estimates, invoices, and service documentation.
* Process customer payments and maintain accurate financial records.
* Assist with accounting duties and prepare reports for the garage owners.
* Ensure all MOT and service paperwork is completed correctly and filed appropriately.
* Maintain customer databases and service history records.
* Order office supplies and manage reception administration tasks.

Parts & Stock Control
* Oversee the ordering of vehicle parts and workshop consumables.
* Maintain accurate stock records and monitor inventory levels.
* Liaise with suppliers to ensure timely delivery of parts.
* Control stock usage and minimise waste and shortages.
* Ensure parts are available to support workshop productivity.

Team Management
* Supervise reception staff.
* Provide training and support to reception team members.
* Monitor performance standards and promote a positive working environment.
* Assist management with operational improvements and customer service initiatives.

Sales & Business Support
* Promote additional services and products where appropriate.
* Follow up on quotations and outstanding customer enquiries.
* Support marketing initiatives, customer reminders, and service recall campaigns.
* Help achieve business targets through effective customer relationship management.

Skills & Experience Required
* Previous experience in a customer service, reception, or administrative management role.
* Experience within the automotive industry is highly desirable.
* Excellent communication and interpersonal skills.
* Strong organisational and time-management abilities.
* Confident using computer systems, booking software, and Microsoft Office.
* Ability to multitask and work effectively in a busy environment.
* Professional appearance and positive attitude.
* Good understanding of vehicle servicing, repairs, parts management, and MOT processes (preferred).
* Good understanding of marketing and social media channels.
* Ability to use initiative and bring new ideas and business improvement opportunities to the garage owners.

Personal Attributes
* Customer-focused and approachable.
* Reliable and trustworthy.
* Proactive problem solver.
* Calm under pressure.
* Strong attention to detail.
* Team player with leadership capabilities.

Salary & Benefits
* Competitive salary based on experience.
* Company pension scheme.
* Staff discounts on servicing and repairs.
* Training and development opportunities.
* Paid holiday entitlement.

Working Hours
Monday – Friday 08:30-17:30
Saturdays as required

Equal Opportunities
We are an equal opportunities employer and welcome applications from all suitably qualified candidates regardless of age, disability, gender, race, religion, or sexual orientation.

How to apply
Please send your CV and Covering letter to [email protected]
Please note: No agency applications will be accepted.