Service Team Leader - Kings Lynn Volkswagen

Kings Lynn Volkswagen & Skoda is looking for a motivated and professional Service Team Leader to lead our front of house service team.

Reporting to the Aftersales Manager, this role plays a vital part in ensuring a seamless, efficient flow between customer facing service operations and the workshop, while consistently delivering the highest Volkswagen & Skoda Brand standards of quality, efficiency, and professionalism.

About the Role

As Service Team Leader, you will oversee the daily performance of our Service Advisors, ensuring smooth coordination across bookings, service progress, cost approvals, and vehicle handovers. You will act as the key operational link between the service desk and the workshop, driving team performance, consistency, and customer satisfaction.

You will be responsible for delivering an outstanding customer experience, ensuring every visit is handled with preparation, professionalism, and attention to detail.

Key Responsibilities

• Lead, support, and mentor the Service Advisor team to deliver exceptional customer service and strong operational discipline
• Deliver monthly financial performance, achieving targets for labour sales and net sales
• Protect and improve gross margins through accurate pricing, disciplined discounting, effective upselling, and efficient workflow management
• Work closely with the Aftersales Manager to coordinate daily workshop loading, technician scheduling, and job prioritisation
• Ensure clear, transparent, and timely communication with customers regarding vehicle progress, costs, and completion times
• Confidently and professionally handle escalated customer or technical concerns
• Uphold Marriott Motor Group standards for documentation, job accuracy, and quality control prior to vehicle handover
• Drive sales of Service Plans, Extended Warranties, and other value added products
• Implement and maintain best practice processes across all customer service interactions
• Support the management team with training, performance reviews, and continuous improvement initiatives

About You

• Experienced in an automotive service leadership or senior customer facing role (Volkswagen or other premium brand experience is advantageous)
• Knowledgeable in workshop operations, scheduling, and end to end service processes
• Excellent communicator with strong organisational and problem solving skills
• Professional, confident, and customer focused in approach
• Highly organised and efficient, with the ability to build rapport with customers and develop strong working relationships with colleagues
• Committed to integrity, accuracy, and honest dealing at all times

Why Join Marriott Motor Group?

At Marriott Motor Group, we are committed to creating a working environment that is inclusive, supportive, and free from discrimination. We empower our people to bring their whole selves to work and reach their full potential.

Skills for the Job

• Adaptability
• Assertiveness
• Decision making
• Delegation and trust
• Effective communication
• Emotional intelligence
• Empathy
• Problem solving
• Self motivated
• Time management

Benefits and Compensation

• Competitive salary
• Healthcare cashback plan
• Generous holiday entitlement
• Employee assistance programme
• Long service awards
• Leading brand led learning and development
• Marriott car benefit purchase scheme
• High street retailer discounts
• Face to face counselling
• Holiday buy

Wolsey House, Sproughton Road, Ipswich, Suffolk, IP1 5AN, United Kingdom