As a Workshop Controller, you will play a very important role in one of the busiest and most pressurised roles within the Dealership. The role holder will also liaise with the Service department, and to be on hand to answer queries from other departments and our customers.

The role responsible for ensuring all incoming work is planned then managing the time and resource. The Workshop Controller assigns technicians to tasks ensuring productivity is maximised and that deadlines are adhered to. As the line manager the job holder is responsible for performance management, coaching and development of the team.

What we need:

Deliver complete customer satisfaction

• To assist senior management in implementing and maintaining effective processes to achieve the highest possiblecustomer satisfaction levels in excess of the manufacturer national average
• Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintainquality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals
• This role will require some customer facing and may include road tests and managing query resolution
• Is energetic, responsive and proactive when dealing with internal and external customers
• Makes day to day business decisions that prioritise customer service
• Schedule work to meet customer requirements, taking into account workshop/body shop utilisation targets, job complexity and parts availability
• Update customer database to maintain accurate records of work carried out to aid future prospecting

Work as a full member of the Centre team.

• Uses advanced techniques to build empathy and rapport. Helps others to develop their customer relationship skills
• Treats all internal customers as valued and important individuals
• Schedule work to meet customer requirements, taking into account workshop/bodyshop utilisation targets, job complexity and parts availability
• To distribute and control the issue of work to the Technicians to maximise quality and overall efficiency
• To ensure a strong relationship is maintained with the parts department to maximise parts availability
• Works with manufacturer to provide feedback on existing products and services
• Understands the importance of brand and clear customer service to the success of the Centre.
• Aware of the financial KPI’s of the service department recording daily/weekly/monthly technicians productivity/efficiencies

Comply with Jemca process and standards

• Demonstrates a good general understanding of the Jemca range of products and services
• Ability to carry out quality control measures as laid down by the manufacturer and warranty standards are adhered toat all times
• Ability to control workshop cost in line with production of work
• Maintaining records of equipment repairs/calibration
• Controlling the flow of work through the workshop
• Maximising the labour resources available
• Update the systems on vehicle progress
• Keeping up to date statistics of the performance of staff
• Aware of Health & Safety procedures within the workshop

Deliver your goals

• Prioritise and manage own time and progress to deliver agreed objectives
• Ability to lead, manage and coach the team making decisions as and when required that create improvement and to achieve daily objectives

Your Skills

• Have a clean full UK driving licence.
• Have good organisational, planning and customer service skills.
• Have experience in Kerridge Point of Sale
• Basic IT literacy

Lexus Croydon is committed to delivering exceptional customer experiences, from premium vehicle sales to expert servicing and aftercare. As part of a renowned luxury brand, we take pride in offering outstanding service, innovation, and attention to detail.

Working at Lexus Croydon means being part of a dedicated and professional team that values excellence and customer satisfaction. With access to industry-leading training and career development, our employees thrive in a supportive and dynamic environment. If you're passionate about automotive excellence and want to be part of a team that upholds Lexus’ reputation for quality, Lexus Croydon is the place for you.