Though I agree with the concerns about needing someone in a service management role this change now explains something that I thought was unusual, yet helpful, when my car was due to go into the SC a couple of weeks ago.
I had submitted a service request via the app as I wanted a brake service (car has been through 3 salty Scottish winters). I had included information, with photos, about bands of surface corrosion and the fact that I had attempted to remove the pad retaining pins with a view to doing the brake clean and lube myself ... but that the pins were sufficiently seized that I was risking damaging them in the process. The surprising bit is that I received a phone call in advance directly from the guy who was actually going to do the job! We discussed the issues around the brake service and his (appropriate) concern in case I had damaged the pins by belting them into a deformed state, because in the worst scenario they may have to replace the caliper ... after our positive chat and me finishing by asking that he do his best he says "I'll see you on Monday"! Now, as we know the Service Centre hand over is touchless and faceless nowadays so I didn't actually see him on Monday and the thought went through my head that I was just being prepared for bad news. As it happens he did do his best and carried out the brake service without any issue... result!
The element of being able to deal with the people doing the work is a good thing. If I'm dealing with a local garage I always want to speak with the actual mechanic if feasible. However, as others have already highlighted there must be a myriad of tasks and communications within the service department realm that could better be managed by someone else ... perhaps someone with strengths in multitasking and organisation rather than someone with strengths in the use of tools and with practical workshop knowledge.