Overview of the role
We are looking for a customer-focused and dynamic Reception Manager / Supervisor to join our Retail Aftersales team in the UAE. In this role, you will lead the service reception team and create a professional, customer-centric environment that supports both frontline and technical teams.
You will play a key role in ensuring vehicles are fixed right the first time, delivered as promised, and supported by a seamless service experience from arrival to handover.

What you will do

• Lead, coach and support the service reception team, including Service Advisors, Cost Clerks and Receptionists, to deliver excellent customer service.
• Create and maintain a customer-centric reception environment aligned with the company’s service values and standards.
• Ensure accurate customer and vehicle information flow between the reception, workshop and support teams to achieve “Fix Right First Time” and on-time vehicle delivery.
• Monitor daily service operations, work loading, staff schedules, attendance and shift handovers to ensure smooth and efficient service centre performance.
• Review customer feedback, complaints and escalations, and work with the Aftersales Manager to implement continuous improvement actions.
• Drive team performance against operational and financial KPIs, including revenue, margin, Net Promoter Score, customer satisfaction, on-time delivery and Fix Right First Time rates.
• Maintain a clean, safe and well-organised customer waiting area and service reception in line with 5S and safety standards.
• Conduct regular team briefings, performance reviews and training plans to support employee engagement, capability and service excellence.

Required skills to be successful

• Strong customer service mindset with the ability to create positive and professional customer experience.
• Minimum 4-5 years’ experience in customer care, receptionist role, preferably in automotive industry.
• Proven leadership skills with experience managing frontline or service reception teams. Strong communication, coordination and problem-solving skills.
• Ability to manage daily operations, work schedules, attendance and team performance in a fast-paced environment.

APPLY NOW