Reception Supervisor | Al-Futtaim Automotive | Honda

Job Requisition ID: 179542

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

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.

About the team
You will be part of the Retail Aftersales team, working closely with the Aftersales Manager, workshop team, Service Advisors, Cost Clerks and Receptionists. The team operates in a fast-paced service center environment where collaboration, customer focus and operational discipline are essential to delivering a seamless aftersales experience.

What equips you for the role
•    Diploma or degree in Mechanical Engineering, Automotive, Hospitality or a related field.
•    More than 5 years’ experience in a Service Supervisor, Service Support Manager or similar frontline leadership role is preferred.
•    At least 3 years’ experience in a customer-facing automotive role.
•    Experience managing teams, improving customer satisfaction and working with operational KPIs.
•    Strong behavioral competencies include analytical thinking, focus, task orientation, communication and teamwork.
•    Proficiency in Microsoft Office applications, including Excel, Word and PowerPoint; knowledge of SAP is an advantage.
•    High attention to detail with the ability to ensure accurate customer, vehicle and service information.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.