Our client requires an experienced Aftersales Manager to take responsibility for a large prestige franchised aftersales operation. The Aftersales Manager will ensure that all of the departments within the After Sales operation function efficiently and as one unit to optimise performance and provide customer excellence. As an Aftersales Manager your team will comprise of Service Advisors and Technicians who will need clear direction in order to run an efficient and professional operation, always ensuring that an incredible customer experience is given.
Alongside your customer-centric attitude, you will be commercially minded, passionate about the car industry, motivated by setting, achieving and exceeding targets.
To be a success in this role, you will have
At least 5 years experience in a managerial role in a customer oriented department
Experience of working in a target driven environment
Experience of developing and monitoring budgets
An understanding of marketing processes and development of pricing strategies
Up to date knowledge of vehicle and consumer legislation, trade practices and FCA regulations and duties
Be able to guide and direct a team
A strong customer focus
Excellent communication skills - able to negotiate and influence
Meet key performance indicators and targets for the service and parts departments
Look for opportunities to increase efficiency of the Aftersales operation and increase recovery rates
Take actions to sustain, retain and enhance levels of customer satisfaction
Work with the team to develop understanding and implementation of customer focused environment, setting clear objectives/targets
Respond promptly to any customer complaints and ensure timely and correct resolution
Liaise with external companies to ensure good working relationships are developed
Maintain rigorous control of Department costs, stock and budget
Ensure warranty procedures are followed correctly to ensure prompt recovery of monies due
Recruit, coach and appraise team to ensure they are operating to full potential
Ensure that company standards are followed in relation to control of funds, premises, vehicles, and other company resources
Ensure that steps are taken to ensure safe working processes are followed and provision of HS legislation are complied with.