Assistant Service Manager

To manage and optimi s e all aspects of the service department, combining hands-on operational control with leadership responsibilities. This role ensures workshop efficiency, profitability, compliance, and exceptional customer experience while supporting the Aftersales Manager in strategic objectives and taking on the full responsibilities of the service and parts departments in the Aftersales Manager absence.

• Ensure customer satisfaction through timely communication and quality service delivery throughout the customer visit.
• Act as the senior point of contact for customers, handling escalations and goodwill decisions.
• Drive Audi scores and customer retention initiatives.
• Support the Service Advisors and Workshop controller in managing daily workshop scheduling and technician allocation for maximum productivity.
• Oversee VHC process integrity (quality, pricing, upsell conversion).
• Coach Service Advisors and Workshop Controller; lead daily huddles.
• Support training plans for technical and customer-facing staff. compliance, and system proficiency such as (Kerridge/ Keyloop DMS, process management systems such as RTC, Stack CX, eDynamics , etc.).
• Drive accountability and continuous improvement culture.
• Recognize and reward high performance; manage underperformance professionally and fairly.

• Experience in service operations in workshop and front-of-house management. (Service Advisor, Workshop Controller or Assistant Service Manager background advantageous ).
• Strong leadership, coaching skills and conflict resolution.
• Commercial acumen and KPI management ability.
• Proficiency in DMS/workshop systems and reporting tools.
• Knowledge of manufacturer standards, warranty rules, H&S, GDPR/PECR.

Benefits with the role

• Contributory Pension Scheme
• Generous holiday allowance
• An extra holiday day to celebrate your birthday
• Life assurance scheme
• Employee Assistance Programme (EAP)
• Manufacturer-led training and career development
• Car benefit scheme
• Servicing, Parts & Accessory discounts

Working at Cheltenham Audi

Cheltenham Audi joined the Mon Motors family in 2024, becoming our most northerly Audi Centre.

Situated close to Junction 11 of the M5 motorway, the Centre is easily commutable from Gloucester, Tewkesbury, Cirencester, and the surrounding areas. Our teams support customers across Sales, Aftersales, Administration, and the Workshop while representing Audi’s latest vehicles and technology.

As one of the newest Audi Centres within the Group, Cheltenham Audi offers the opportunity to be part of a developing team while representing one of the world’s leading premium automotive brands.

The Service team

Working in the Service team at Mon Motors means supporting customers throughout their ownership experience and ensuring every vehicle is maintained to the highest standard. From managing bookings and keeping customers informed to coordinating with technicians in the workshop, you help deliver a smooth and professional aftersales service.

You will be part of a focused team that values clear communication, accuracy, and proactive organisation. Whether you are advising on maintenance work, preparing job cards, or ensuring vehicles are ready for collection, your role is essential to the efficiency of our aftersales operations. With structured training, modern systems, and strong managerial support, you will have the tools to build your knowledge and provide a consistently reliable service to every customer.

Our values

At Mon Motors, we believe in fostering a culture of growth and integrity. Our core values emphasise teamwork, innovation, and a commitment to excellence.