general aftersales manager

GENERAL AFTERSALES MANAGER

Location: West End Garage Kia

West End Garage is seeking a General Aftersales Manager for our KIA main dealership based in Woking. This is a senior management role, responsible for the entire aftersales operation, including the service, parts, workshop, SMART and alloy wheel departments. The primary objective is to drive high levels of customer satisfaction and retention, profitability and motivate these department's teams and individuals within.

Key Responsibilities

• Team Leadership and Management: Lead, motivate, coach, develop (recruit when required) the aftersales teams, which includes sub managers, service advisors, warranty administrators, bookings clerks, vehicle technicians and apprentices, parts advisors, SMART Bodyshop and alloy wheel technicians.
• Operational Oversight: Oversee the daily operations of the aftersales department, workshop, parts department, SMART and Alloy wheel department - ensuring efficiency and productivity across all departments. Manage holiday and training diaries, confirming sufficient head count to complete daily tasks. Manage training paths, encourage and assisting individuals to progress careers and personal goals.
• Financial Management: Manage departmental budgets, monitor performance data and Key Performance Indicators. Plan sales targets and profit performance, focusing on areas growth and identifying methods to implement. Present and agree monthly forecasts to Dealership Accountant and Company Directors as well as analysing current month against previous forecast.
• Customer Service Excellence: Ensure the departments deliver exceptional customer service, handling complaints and escalations promptly to maintain brand loyalty and high Customer Satisfaction scores. Working closely with customer facing staff to hone their skills in delivering the best possible service. Swiftly responding to customer complaints, understanding the reasoning and working towards remedies.
• Sales and Marketing: Implement upselling techniques and develop marketing strategies to increase revenue from aftersales services, parts, and accessories. Promote cross departmental sales and services, analysing workflow and identifying trends to maximise opportunities creating a strong marketing strategy to stimulate quieter periods.
• Compliance and Standards: Ensure adherence to company policies, GDPR. manufacturer standards, VOSA MOT methods and practice, health and safety legislation, and accurate warranty claim procedures for prompt recovery of monies due.
• Collaboration: Work closely with other department managers to ensure seamless customer journeys and drive overall dealership performance.

Required Skills and Qualifications

• Experience: Three – Five years significant managerial experience within a customer-oriented or automotive aftersales environment.
• Leadership: A proactive and hands-on leadership style with the ability to inspire and guide a team.
• Commercial Acumen: Strong business and financial management skills, including P&L management and an understanding of marketing and pricing strategies.
• Communication: Excellent communication and organizational skills, capable of dealing effectively with customers, staff, and senior management.
• Technical Knowledge: A good general knowledge of the automotive industry and vehicle mechanics is beneficial for managing technical teams.

This senior role is pivotal to a dealership's ongoing profitability and customer retention strategy.

Rewards & Benefits

We understand that great employees need to be rewarded which is why in return for your hard work, you will be entitled to:

• 28 days annual holiday including bank holidays
• Investment in training
• Staff car scheme for you and family upon completion of a successful probation period (up to 2 vehicles)
• Company pension

If this sounds like the ideal role and you're looking for a new challenge and want to work for a successful family-owned business, please apply now

Contract type: Full-time permanent position

Work location: In person (GU24 9LS)

Hours: Monday to Friday: 08:00 – 18:00

Saturday 08:00 – 17:30 (repeats 1 in 4)

Annual salary: Basic £45,000.00

Bonus: £15,000.00 per annum - OTE £60,000.00

Application: Please send a covering letter and your CV to our Operations Director Andy Simpson:

Job Type: Full-time

Pay: From £45,000.00 per year

Benefits:

• Company pension
• Employee discount

Work Location: In person