Service Manager

We have a new opportunity for a Service Manager to join our team in Glasgow. As Service Manager some of your responsibilities include managing and developing the Service team, handling repairs, advising customers and identifying opportunities to grow the department and its customer base. The successful applicant will have a flexible working approach and have excellent communication and interpersonal skills.

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Responsibilities: 

  • Handling repairs, assessing items, photographing items and advising customers on the best course of action
  • Training and Development of Service Team
  • Training and development of Sales floor team relating to Service processes and aftersales interactions
  • Liaise with managers regarding enquiries and complaints
  • Work closely with the Sales team to identify opportunities to upsell/sell new products to existing service customers
  • Advise staff and customers on care of stones, watches, metal types etc.
  • Creation and communication of clear and concise estimates to customers via phone, email or letter
  • Keep paperwork and internal repairs system up to date and work in a tidy environment
  • Ensure that the telephone is always manned by Service Team
  • Security of opening and closing the Service Department with use of safe and keys
  • Mentioning of Pre-Owned watches to our customers
  • Ordering straps and links for new sales or customer orders
  • Basic link / bracelet adjustments if required
  • Deliver regular training sessions on service related topics to sales staff
  • Identifying opportunities to grow the department and its customer base and acting upon trends and opportunities as they develop
  • Ensure monthly 1-1, interim and annual performance reviews are held with all members of your service team

Skills and Experience:

  • Good delegation and organisational skills
  • Excellent communication and interpersonal skills
  • Ability to work well under pressure
  • Have an adaptable and flexible approach- willing to assist in a variety of tasks
  • Ability to deal with customer complaints
  • A good team player but also able to work effectively and efficiently on their own
  • Confident and responsible attitude.
Location: Laings (Glasgow)

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You are applying for the role of Service Manager in Laings (Glasgow)

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