Aftersales Manager

4 weeks ago

Warwick, United Kingdom CV-Library Full time

Aftersales Manager

We are working exclusively with a European leading organisation on the lookout for an Aftersales Manager to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.

This Aftersales Manager position sits on the management team and is crucial in managing the aftersales experience for customers. Our client wants their Aftersales service to be industry leading, and the Aftersales Manager will be responsible for defining the strategy and delivering a team that are able to achieve this.

Day to day responsibilities include ensuring the effective management of third-party providers and in-house engineering expertise to quickly respond to customer issues in a professional manner. Identifying key issues through data analysis and quickly escalating any aftersales issue that may have health, safety, reputational, legal, or financial implications.

Key duties involve managing the external Service Engineers, internal technical team and third-party providers to meet service levels for all customers. The role also focuses on leading continuous improvement, implementing best practices within Commercial Services, enhancing the customer journey, providing technical expertise and supporting the Customer Care team during peak times.

KEY RESPONSIBILITIES:

Leadership and Team Management:

* Undertake all aspects of leadership with a view to creating an informed, engaged, high performing team that delivers excellent customer service and strives for continuous improvement

* Create and execute a comprehensive Aftersales strategy for the UK business. This will require extensive industry research and engagement with Group to identify best practice, review and optimise systems and engage in discussions with colleagues and customers to define best strategy

* Work with the Aftersales team leader and the Senior Service Engineer to ensure that the team are providing first class service in line with KPI’s and general expectations

* Conduct team meetings to update members on best practices, continuing expectations, sharing results and track performance

* Encourage the team to take ownership for customer service levels

* Create and monitor the performance of personal objectives, conducting regular reviews and formal 1-2-1 meetings as required

Customer Insights and Process Improvement:

* Develop reporting to understand customer behaviour and needs

* Develop and implement strategies to deal with key customer groups appropriately. Ensure that customer experiences are tailored to fit their circumstances and are not applying a ‘one size fits all’ policy

* Identify patterns and propose solutions to enhance customer experience, minimise repeated calls and create a more customer centric environment

* Collaborate with the Quality Manager, sharing insights and improving the customer experience

* Visit sites as may be occasionally required, and in conjunction and collaboration with the Quality Manager to support problem investigation root cause and resolution.

* Develop reporting to understand and showcase customer behaviour and requirements. Drive change by identifying patterns and suggesting solutions that could help customers sharing information with appropriate stakeholders.

* Drive process improvement within the engineer population in order to increase the average jobs per day ratio to its maximum capacity that balances team welfare whilst being commercially astute. Review work areas, systems provided such as Imam, text messaging, automated appointment bookings etc to assess viability and implement if suitable.

Third-Party Resource Management:

* Manage third-party relationships, setting clear SLAs and monitoring performance as required through clearly defined reporting and use of KPIs

* Assess resource needs and onboard new partners as and when required

* Diversify third-party reliance and ensure contractual compliance

* Manage company risk in relation to reliance on and provision of support offered by Third-Party companies. Ensure SLA’s, stocking requirements, new terms and contracts are all in place before commencing service.

* Meet with all major third-party service providers at least once per year face to face or as appropriate and agreed

* Manage escalated issues in conjunction with the Quality Manager

* Report monthly on Aftersales KPI’s to cover the Support function, the Engineers and the Third Party Engineers, identifying key issues and corrective actions

* Attend the Quality Review Meetings to discuss on-going issues, roadblocks, action plans, commercial issue resolution, potential financial exposure

* Lead Continuous Improvement and implement best practice.

* Create an internal network of Aftersales colleagues from other organisations

KEY SKILLS

* Solid and demonstrable experience managing a team

* High level of SAP knowledge

* Experience using data to drive process changes

* Good standard of general education

* Excellent PC skills – in particular MS Windows applications (Excel/Word and PowerPoint)

* Personal motivation - Commits self to work hard towards goals. Shows enthusiasm and career commitment

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent

  • Aftersales Manager

    1 day ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales ManagerWe are working exclusively with a European leading organisation on the lookout for an Aftersales Manager to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.This Aftersales Manager position sits on the management team and is crucial in managing the aftersales experience for...

  • Aftersales Manager

    3 weeks ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales Manager We are working exclusively with a European leading organisation on the lookout for an Aftersales Manager to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. This Aftersales Manager position sits on the management team and is crucial in managing the aftersales experience for...

  • Aftersales Manager

    2 weeks ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales Manager We are working exclusively with a European leading organisation on the lookout for an Aftersales Manager to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. This Aftersales Manager position sits on the management team and is crucial in managing the aftersales experience for...

  • Aftersales Manager

    2 days ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales ManagerWe are working exclusively with a European leading organisation on the lookout for an Aftersales Manager to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.This Aftersales Manager position sits on the management team and is crucial in managing the aftersales experience for...

  • Aftersales Operations Manager

    1 week ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Job DescriptionA competitive salary of £60,000 per annum is on offer for this exciting opportunity to lead the aftersales team at a European leading organisation. Based in Warwick, you will be responsible for managing the aftersales experience for customers and defining the strategy to deliver industry-leading service.As Aftersales Operations Manager, you...

  • Aftersales Advisor

    7 months ago

    Warwick, United Kingdom Allen Motor Group Full time

    Allen Motor Group are currently looking to employ an Aftersales Advisor to join our Ford dealership in Warwick. Using your fantastic customer experience skills, you will keep the customer informed and consultant on their vehicles serving, answering any questions or queries they may have. This is a full-time permanent position, **Monday to Friday 8.00am to...

  • Network Aftersales Coach

    7 months ago

    Warwick, United Kingdom MSX INTERNATIONAL Full time

    **Network Aftersales Coach** **Up to £45,000 per year** **Permanent** **40 hours per week, Monday-Friday** **Field-based, Worcester/Hereford/Newport area** **Do you have a passion for automotive aftersales?** **Do you want to be part of a new project?** **MSXI has the job for you!** MSX International is looking for a high-performing Network...

  • Network Aftersales Coach

    7 months ago

    Warwick, United Kingdom MSX INTERNATIONAL Full time

    **Network Aftersales Coach** **Up to £45,000 per year** **Permanent** **40 hours per week, Monday-Friday** **Field-based, Leeds/York area** **Do you have a passion for automotive aftersales?** **Do you want to be part of a new project?** **MSXI has the job for you!** MSX International is looking for a high-performing Network Aftersales Coach, to...

  • Aftersales Service Leader

    3 days ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales Service LeaderWe are seeking an experienced Aftersales Service Leader to join our team at Auctoro Recruitment. This is an excellent opportunity to work with a European leading organisation and develop your leadership skills. As a key member of the team, you will be responsible for managing the Aftersales Support Team and driving team performance....

  • Aftersales Team Leader

    1 day ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales Team LeaderWe are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical support...

  • Aftersales Team Leader

    3 weeks ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales Team Leader We are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical...

  • Aftersales Team Leader

    4 weeks ago

    Warwick, United Kingdom CV-Library Full time

    Aftersales Team Leader We are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical...

  • Aftersales Team Leader

    2 weeks ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales Team Leader We are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical...

  • Aftersales Team Leader

    2 days ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales Team LeaderWe are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical support...

  • Aftersales Team Lead

    1 week ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Are you a seasoned leader looking to take on a new challenge in customer service? We are seeking an experienced Aftersales Team Lead to join our team in Warwick, UK. This is an exciting opportunity to lead a high-performing team and drive exceptional customer experience.Job SummaryWe are looking for a skilled professional with a strong background in...

  • Senior Customer Experience Manager

    3 days ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Company OverviewAuctoro Recruitment is an established recruitment agency with a proven track record of delivering top talent to the industry. We are committed to providing exceptional service and building long-lasting relationships with our clients.We are working in collaboration with a European leading organisation on the lookout for an Aftersales Manager...

  • Commercial Service Delivery Lead

    1 week ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    About the RoleWe are seeking an experienced leader to join our team as Commercial Service Delivery Lead, based in Warwick. The successful candidate will manage the aftersales team and define the strategy to deliver industry-leading service to our customers.As Commercial Service Delivery Lead, you will work closely with the Sales team to ensure seamless...

  • Service Advisor

    4 days ago

    Warwick, United Kingdom Johnsons Cars Full time

    **Service Advisor Warrington Volkswagen** Joining Johnsons Cars, you will be working with one of the UK’s leading independent Franchise Dealership Groups, with 62 multi award-winning Dealerships across the UK. As a member of the team, you will always maintain the highest standards of professionalism, integrity and deliver excellence in customer...

  • Service Driver

    7 months ago

    Warwick, United Kingdom Allen Motor Group Full time

    Allen Motor Group are looking to recruit a Service Driver for our Ford dealership in Warwick. You will be working to an efficient schedule whilst serving as the face of the company, being the first person to meet and greet the customer. This position is offered on a full time, **40 hour a week contract, Monday - Friday and paying £21,673.60 **per annum...

  • Customer Experience Director

    1 week ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Job OverviewWe are looking for a talented individual to join our team as Customer Experience Director, based in Warwick. As part of our European leading organisation, you will be responsible for delivering exceptional customer experiences and defining the strategy to achieve this goal.In this role, you will work closely with the Sales team to ensure seamless...