Workshop Manager - Cape Town

SUMMARY:
To ensure efficient workflows, delivering high-quality service, maximising customer satisfaction.

POSITION INFO:

Job Purpose

IZI South Africa is seeking a Workshop Manager to join our Cape Town Region. The successful candidate will oversee the day-to-day operations of a vehicle repair and maintenance facility, ensuring efficient workflows, high-quality service delivery, maximum customer satisfaction, and adherence to safety and industry regulations. We welcome applications from all suitably qualified individuals.

This role is responsible for ensuring all vehicles are serviced efficiently, safely, and cost-effectively, complying with regulatory standards and supporting optimal fleet availability.

The successful candidate will deliver quality service at competitive prices, meeting the expectations of IZI Group customers-both internal and external-in a tactful, diplomatic, and approachable manner, while effectively managing the assigned team.

Key Responsibilities

Workshop Operations

• Oversee team productivity and workshop operations to meet agreed Group standards.
• Plan staff leave, training, and other 'non-productive' time strategically to minimise impact on productivity.
• Motivate and inspire team members to achieve optimal results.
• Ensure accurate booking and effective utilisation of workshop hours.
• Manage scheduling, workflow, and task allocation to technicians efficiently.
• Monitor repair quality, ensuring strict adherence to manufacturer specifications.
• Provide timely and precise quotations to clients.
• Minimise waste within the workshop environment through effective monitoring.

Human Resources

• Establish and maintain performance agreements for all team members.
• Conduct performance management reviews at scheduled intervals: monthly for probationary staff and quarterly for permanent employees.
• Develop and implement training and development plans for all team members.
• Maintain 'skill mix' ratios in accordance with agreed standards.
• Implement and monitor performance-based incentive schemes in consultation with the National Workshop Manager.
• Adhere consistently to Group manpower policies.
• Conduct regular staff meetings and feedback sessions at least monthly, ensuring the Employee Satisfaction Index (ESI) remains satisfactory.
• Enforce discipline and uphold standards to maintain a positive, inclusive team environment.
• Ensure staff comply with road traffic regulations and that employees operating company vehicles hold current driving licences.

Compliance and Safety

• Ensure the workshop complies fully with health and safety regulations.
• Maintain comprehensive records for audits and inspections, in accordance with OHS requirements, covering all equipment, products, work environments, and inspection sheets per RMI/MIWA criteria.
• Implement environmental and waste disposal protocols rigorously.
• Keep accurate records of waste disposal certificates.
• Ensure fire marshals and first aiders are appropriately trained and their certifications remain current.
• Maintain records for all firefighting equipment.
• Ensure fire drills and evacuation plans are established, maintained, and regularly reviewed.

Customer Service and Satisfaction

• Respond promptly and effectively to customer needs and resolve complaints professionally and respectfully.
• Maintain a 'first time right' policy for repairs, keeping accurate records of breakdowns and analysing results to identify areas for improvement.
• Enhance and sustain customer service index scores to meet agreed standards, minimising vehicle downtime.
• Accurately assess customer requirements and take appropriate action.
• Provide clear and precise quotations when requested.
• Ensure customers are fully informed of payment procedures.
• Obtain authorisation for any additional work prior to commencement.
• Ensure all job cards are completed accurately and comprehensively.
• Protect customers' property at all times.
• Utilise all necessary customer satisfaction techniques to enhance service quality.
• Ensure vehicles undergo thorough testing after service completion.

Internal Liaison and Communication

• Coordinate with the Parts Department to ensure timely availability of parts.
• Ensure strict parts control is maintained by the parts coordinator, utilising AVO, parts requisitions, and job cards effectively.
• Communicate clearly and professionally with other departments, colleagues, and suppliers to enhance customer satisfaction.
• Maintain open, honest, and timely communication to avoid delays.
• Maintain tools, equipment, and workshop housekeeping standards.
• Ensure all tools are kept in excellent condition and used correctly.
• Ensure acce