Customer Relations Manager/Front of House Manager

Tynan Motors is one of Australia's largest and most respected Motor Groups and has been established in Australia for over 60 years. We are a multi-franchise dealership and Service Centre representing a growing portfolio of 15 + brands including; Mercedes-Benz, Subaru, Hyundai, Mitsubishi, Suzuki, Chrysler/Jeep/Dodge, Kia, LDV/RAM, MG, Mahindra, Renault, Chery and Geely! We proudly employ over 350 dedicated and professional staff across a vast variety of departments and locations covering the Sutherland Shire and Illawarra Region. The opportunities to join our vast team are endless as our company continues to expand; we are always seeking new and motivated individuals to join our team

About the role:

We have an exciting newly created role – for a Customer Relations Manager/Front of House Manager to join our Multi Franchise Service Team in Kirrawee.

This is a great opportunity for someone who is passionate about delivering exceptional customer experiences and driving customer satisfaction and retention.

Reporting to our Group Service Manager & Service Manager, the role is responsible for leading the front of house team; to ensure the provision of vehicle service meets & exceeds customer’s satisfaction.  

This position is based at Kirrawee, Monday to Friday 7:30am to 5:30pm.

Responsibilities:

• You will oversee our customer relations division and switchboard team and play a vital role in creating a positive and professional experience for every customer while ensuring the smooth day-to-day operation of our front-of-house environment.
• You will be the primary escalation point, liaising with customers, and managing customer enquiries, feedback, complaints and coming to resolutions in a professional and timely manner.
• Ensuring all customers touch points have been actioned and our customers are continuously updated regarding the progress on their vehicle.
• Assisting the service managers with manufacturer dealership visits.
• Assist the service managers with departmental reporting.
• Mentoring and coaching our front line staff – particularly service advisors and call centre team.
• Leading and motivating our service advisor team to ensure they are meeting our manufacturer benchmarks (such as customer satisfaction and NPS).
• Preparing, reporting and overseeing open repair orders and working with the service advisor team to ensure repair orders are closed in accordance with Tynan and manufacturer requirements.

About you:

• Previous experience in an automotive dealership, preferably in customer service, service advising or dealership operations.
• Exceptional customer service skills.
• Strong conflict resolution and problem-solving abilities.
• ERA Power Experience – highly regarded.
• Be a leader and able to train and coach advisors.
• Ability to help achieve KPI's and benchmarks.

Why Tynan?

• Paid Birthday Leave! Have your birthday day off paid!
• Loyalty Leave - we reward loyalty with additional paid days off!
• Fantastic package & commission structure on offer
• Gain exposure working in a multi-franchise service department
• Join a supportive and collaborative team of two experienced automotive managers.
• Newly created position, fantastic opportunity to make the position your own!

If you are interested; please click apply now.

Please note only shortlisted candidates will be contacted.