Front of House Manager
Reports to: Owner / Director · Leads: Outbound Sales Team, Inbound Customer Team
Purpose of the role
The Front of House Manager owns the entire customer experience at Fergies — from the moment a customer first makes contact through to vehicle collection. They lead two distinct teams: the Inbound Customer Advisors and the Outbound Sales Advisors. This role is the bridge between the workshop and the customer, and between the team and the business owner.
Who this person is
A natural leader who is equally comfortable on the phone with a customer and in a one-to-one with a team member. Commercially minded, organised, and holds high standards. They understand the technical side of the business well enough to earn credibility with the workshop.
Success in this role looks like
- The customer experience is consistently premium at every touchpoint
- The team is coached, developed and held accountable to clear standards
- Advisory work conversion rates are improving month on month
- The workshop booking schedule is optimised and running efficiently
- Escalated complaints are handled professionally and resolved at FOH level wherever possible
Team leadership
- Lead, coach and develop the Inbound and Outbound teams with regular one-to-ones and team reviews
- Hold team members accountable to performance standards and Fergies customer service expectations
- Identify training needs and work with the owner to develop team members
- Manage absence, punctuality and conduct in line with company policy
Customer experience and commercial
- Own the end-to-end customer journey and ensure consistent, premium service at every touchpoint
- Handle escalated complaints and difficult customer situations with professionalism
- Monitor and respond to online reviews, maintaining Fergies' reputation
- Drive authorisation rates on health check and advisory work
- Oversee the workshop booking schedule and ensure capacity is optimised
- Liaise with the Workshop Manager daily to align on job status and customer expectations
Key performance indicators
Health check conversion
% of advisory items authorised
Customer satisfaction
Review scores and feedback ratings
Average invoice value
FOH-influenced revenue per vehicle
Booking efficiency
Workshop utilisation vs available capacity
Team performance
1-to-1 completion and team KPI scores
Complaint resolution
% resolved at FOH without escalation
Standards and expectations
- Sets the tone for the entire front of house — their standards are the team's standards
- Always presents professionally in line with Fergies' image as a premium specialist
- Proactive, not reactive — identifies issues before they become problems
- Communicates clearly and consistently with both the workshop team and the owner
- Champions the Fergies brand and culture in everything they do