Job Description
Salary: £40K
Schedule - Monday - Friday, 8.00-6.00
Why join Baylis?
At Baylis, we believe great workshops are built on great communication, teamwork, and pride in the job. As Workshop Controller, you’ll play a pivotal role in delivering a smooth, high-quality customer journey while keeping our workshop running efficiently and safely. This is a key leadership role for someone who enjoys being busy, making decisions, and being the link that keeps everything moving.
What’s in it for you?
- 31 days paid holiday (including bank holidays), rising by 1 extra day for every 5 years’ service
- Company pension contribution
- Annual company events
- Bespoke induction and ongoing development training
- Staff discounts on vehicle purchases and servicing
- Death in Service benefit
- Free eye tests, dental and therapy treatments
The role
Reporting to the Department Manager, you’ll be the central point of communication between the workshop, service advisors, and customers. You’ll oversee repair progress from start to finish, ensuring work is completed efficiently, safely, and to the highest standard, whilst keeping customers fully informed every step of the way.
This role is crucial to delivering a frictionless customer experience and building long-term trust that leads to repeat business.
Key responsibilities
- Manage and monitor the flow of repair orders through the workshop
- Allocate work to technicians and follow up to ensure deadlines and quality standards are met
- Support the workshop team by ensuring they have the time, tools, parts, and resources needed
- Maintain the workshop diary, booking vehicles in and planning resources effectively
- Act as the main communication link between technicians, service advisors, and customers
- Make proactive progression calls, updating customers on work status and any additional requirements
- Prepare accurate estimates for additional work, including labour and parts
- Produce detailed invoices once work is completed
- Clearly explain technical findings and recommendations in a customer-friendly way
- Handle customer concerns and complaints professionally, ensuring high satisfaction levels
- Carry out quality control checks on completed work
- Maintain accurate job card records, vehicle history, and service documentation for warranty and future needs
About you
- At least 3 years’ experience in a customer-facing role within an automotive service environment
- A nationally recognised customer service qualification, or GCSE grade 4 or above in Maths and English
- A strong, broad understanding of automotive systems and repair processes
- Confident communicating with both customers and technicians
- A team player who can organise, prioritise, and keep things moving under pressure
- Customer-focused, detail-oriented, and proud of delivering high standards
- Enjoys a fast-paced environment and thrives when busy
Job Types: Full-time, Permanent
Benefits:
- Bereavement leave
- Company events
- Company pension
- Employee discount
- Free flu jabs
- Referral programme
- Store discount
- Ability to commute/relocate:
Cheltenham GL51 0AL: reliably commute or plan to relocate before starting work (preferred)
Experience:
Automotive service: 3 years (preferred)