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WORKSHOP OPERATIONS MANAGERCompany: Castrol Auto Service – RandburgLocation: Randburg, GautengReports to: DirectorROLE PURPOSEThe Workshop Operations Manager is responsible for ensuring smooth daily operations, high service standards, strong customer experience, effective communication, and strict enforcement of Standard Operating Procedures (SOPs) within the automotive workshop. The role exists to improve accountability, reduce complaints and comebacks, protect the brand, and allow the Owner to focus on growth rather than daily operational issues.This role works alongside the Workshop Service Manager and does not replace technical management or repair decision-making.KEY DUTIES & RESPONSIBILITIESOperations & WorkflowOversee daily workshop operations from a systems perspectiveMonitor job flow, turnaround times, backlog, and capacityAssist with productivity planning, including Saturdays where requiredIdentify inefficiencies and operational bottlenecksCustomer ExperienceConduct post-service customer follow-upsRecord and analyse customer feedback and complaintsInvestigate and resolve customer issuesTrack repeat problems and comebacksEscalate recurring issues with factual reportingCommunication ManagementEnsure all phone calls and WhatsApp enquiries are handled timeouslyAssign responsibility for communication channelsMonitor missed calls, response times, and lost opportunitiesReport communication performance weeklyQuality ControlEnforce final vehicle inspection standardsEnsure engine covers, undertrays, trims, and components are refittedPrevent vehicle release if standards are not metConduct random quality inspectionsStandard Operating Procedures (SOPs)Create, implement, maintain, and enforce SOPs covering vehicle intake and release, customer communication, final inspections, comeback handling, workshop cleanliness, Saturday work planning, and health & safetyReporting & AccountabilitySubmit weekly operational reports to the OwnerReport on productivity, complaints, comebacks, risks, and quality failuresStaff & Safety OversightMonitor punctuality, discipline, and professionalismSupport disciplinary processes where requiredEnforce health and safety standardsEXPERIENCE & QUALIFICATIONSMandatoryAutomotive workshop or service centre backgroundUnderstanding of workshop operations and workflowCustomer-facing service experienceMinimum QualificationAdvantageousOperations, supervisory, service advisor, or admin experienceAutomotive, business, or health & safety trainingSKILLS & ATTRIBUTESStrong organisational and communication skillsDetail-oriented and process-drivenAssertive, fair, and professionalStrong reporting and problem-solving abilityOwnership mindsetemail: management@mumborepairs.info
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