Workshop Controller

Workshop Controller

Monday to Friday 0800hrs to 1600hrs


  • Competitive salary up to £40k p.a.
  • Generous Pension Plan
  • Health cash plan = access to dental insurance
  • Ignition, our electric vehicle salary sacrifice scheme
  • Enhanced holiday package
  • Employee savings and retail discounts
  • Cycle to work scheme
  • Career development opportunities, along with training plans managed through our inhouse Technical training team.
  • Support for you and your family through an online Wellbeing centre

Role Description
As a key member of the dealer management team, the Workshop Controller’s core role is to proactively manage the service department, ensuring that service and repair work is completed to time and quality standards and all invoice / claim documents are complete and accurate. Managing customer expectations, job profitability and workshop productivity targets will be a daily focus to ensure that workshop profitability is optimised.

The role will be responsible for the motivation & personal development of the team, effective competence development, succession planning and dealing with employee issues on a day to day basis.

Principal Responsibilities

  • Provide focussed management to the service department team, to ensure Genuine Volvo Service process steps are adhered to at all times
  • Carry out regular process reviews with your Dealerpoint Manager to identify operational issues / discrepancies and ensure appropriate follow up actions are taken to rectify
  • Manage the performance of the service department to ensure that KPI targets are achieved
  • Manage and plan workshop / support resources to ensure that requirements can be fulfilled on each shift
  • Support the CSR / Workshop Supervisor as required to ensure job specification, codification and quote preparation tasks are completed on a timely basis
  • Support the CSR as required to ensure that invoice / claim closure tasks are accurate and completed on a timely basis
  • Assist & provide support to CSR / Workshop Supervisors in specification / codification of non-standard, complex jobs and ensure all such work is agreed with customer before starting
  • Manage hand over of complex or potentially contentious jobs (invoices, claims) to ensure full buy-in and agreement from customer (Retail or Internal)
  • Hold daily production meetings to Plan workload and resources, Review identified issues from previous shift and identify appropriate solutions
  • Anticipate production problems based on forward plan / resources and provide active support to handle workload
  • Monitor staff performance versus standard role requirements and personal objectives and identify areas for development
  • Perform periodic competence assessments using agreed process for all staff within area of responsibility and produce plans to address competence issues.
  • Ensure appropriate training and support is provided on a timely basis to bridge competency gaps identified
  • Actively participate in the Dealerpoint’s Commercial Crew CRM meetings following the CRM process
  • Manage & process productive wage submission on a monthly basis
  • Plan, report and control all lost & non available hours in line with budget KPI
  • Assist the Dealerpoint Manager in the production of the annual business plan

Required knowledge
  • Experience of working within the motor vehicle industry -preferably a technical background from working within a commercial workshop
  • Knowledge / experience of leading teams
  • Full knowledge of VOSA requirements and MOT testers manual
  • An understanding of Operators Licence Laws and Regulations
  • Knowledge of workshop KPI’s
  • CRM Process & supporting tools
  • An appreciation of our customers, the environment in which they operate and the direct impact we can have on their business

Required Competences
  • City and Guilds, NVQ 3 or equivalent in Motor Vehicle Technology
  • To be able to lead and motivate the team in their daily activities
  • To be able to coach and provide support and guidance to your team to achieve their objectives
  • To have excellent communication skills at all levels both written and verbally
  • To have questioning, listening & information gathering skills
  • To be able to work in an organised & methodical manner ensuring that all daily tasks are completed
  • Negotiation skills – gain agreement on proposed course of action (Win/Win)
  • To be able to modify your approach in specific circumstances to ensure a positive outcome
  • To be able to understand & analyse operational issues & propose appropriate solutions
  • To be able to delegate work to the appropriate personnel
  • Knowledge of Microsoft Outlook, Power point & Excel
  • Presentation Skills

Values and Attitudes
  • To always conduct yourself in a professional manner
  • Flexible and positive approach to changing workload and priorities
  • To be able to demonstrate empathy and understanding
  • To be able to remain level headed in a fast paced working environment
  • Attention to detail
  • Proactive approach to managing workshop
  • Team Orientated
  • To be approachable
  • Multi-tasking - To be able to adapt your approach to ensure that changing daily demands are met
  • To be able to remain calm and logical in a dynamic business environment

Internal applicants only: Please ensure you have informed your Line Manager prior to applying for this position

Volvo Group UK Ltd is an equal opportunities employer

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands - Volvo, Volvo Penta, UD Trucks, Terex Trucks, SDLG, Renault Trucks, Prevost, Nova Bus, Mack, Eicher, Dongfeng Trucks and Arquus.

The Volvo Trucks brand has been built up over decades and enjoys a solid position worldwide. It is one of the world’s best known and respected brands within the commercial vehicle industry. It is associated with the core values quality, safety and environmental care. With Volvo Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. Together we move the world we want to live in and help our customers keep their promises.

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