Reception Supervisor

Responsible for supervising the Service Reception and front-of-house operation of the Automotive Service Center, ensuring a professional customer experience, efficient repair-order flow, accurate service records, and achievement of customer, operational and financial KPIs. The role works closely with the Service Manager and workshop team to maximize customer retention, workshop capacity and service quality while maintaining OEM standards and company procedures.

• Support the Service Manager in implementing business strategies that enhance customer retention, loyalty and satisfaction through exceptional service.
• Supervise daily Service Reception activities, ensuring smooth customer arrival, vehicle check-in, appointment handling, job allocation and vehicle handover.
• Lead and develop the Reception team, setting clear performance expectations and ensuring professional customer handling at all times.
• Ensure accurate and complete opening of repair orders, customer/vehicle information, complaint details, promised delivery times, estimates and required approvals.
• Monitor appointment planning and workshop loading in coordination with Service Advisors, Workshop Controllers and Workshop Management to optimize capacity and reduce customer waiting time.
• Ensure customers receive clear explanations of vehicle concerns, recommended repairs, estimates, warranty/goodwill coverage and expected completion times.
• Monitor repair-order progress and customer updates, escalating delays, parts backorders and extended stays to the Service Manager and concerned teams.
• Ensure effective coordination between Service Reception, Workshop, Parts, Warranty, CRM/Customer Care and Cashier/Accounts functions to deliver a seamless customer journey.
• Monitor customer satisfaction, CSI/NPS, complaints and repeat concerns; ensure corrective actions and timely complaint resolution.
• Review daily operational reports, WIP, open repair orders, overdue vehicles, declined work and other relevant KPIs, taking corrective action where required.
• Ensure repair orders are accurately closed, invoiced and archived with all required documentation and customer approvals in line with company and OEM requirements.
• Ensure accurate use of the Dealer Management System and other approved systems for appointments, repair orders, customer records, service history and reporting.
• Support upselling of genuine maintenance and repair services based on customer needs while maintaining ethical sales practices and customer trust.
• Ensure all customer reception areas, vehicle handover areas and customer-facing facilities are maintained to required company, OEM and cleanliness standards.
• Handle escalated customer concerns professionally and coordinate with the Service Manager for resolution of complex complaints.
• Ensure compliance with company policies, OEM standards, health and safety requirements, legal/regulatory requirements and applicable quality procedures.
• Minimum 3 years of supervisory or management experience in an automotive Dealership.
• Proven experience managing day-to-day operational activities and service delivery.
• Strong understanding of automotive aftersales processes, repair orders, workshop flow, service appointments, customer handling and service KPIs.
• Demonstrated ability to lead and develop teams of 10-15 employees.
• Proficient in Microsoft Office applications; experience with Autoline or SAP is an advantage.

• Bachelor’s degree in mechanical engineering, Automotive Engineering, or a related technical discipline.
• 3 years of recent experience as a Reception Supervisor or Manager within the automotive industry.
• Strong analytical, communication, interpersonal, and supervisory skills with the ability to lead teams effectively.
• Proficient in Microsoft Office applications; advanced computer literacy is essential for the role.