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Aftersales Manager

  • Job added:   27 October 2015
  • Salary :   Excellent Package to include up to £40,000 OTE Plus Company Car and Pension
  • Location :   Scarborough
  • Job Type :   Permanent
  • Reference :   AMTS10
  • Company :   Vantage Motor Group
  • Contact :   Laura Williams
  • Email :
  • Telephone :   01423 798216
  • Website :

About the role


  • Ensures all members of the Aftersales team understand the implications of the Toyota Experience for their role and monitors performance against agreed customer service targets
  • Leads the team by personally demonstrating and encouraging the skills and behaviours associated with the Toyota Experience and Toyota’s Brand Values
  • Ensures that the Aftersales team work closely with colleagues in Sales and Administration to deliver excellent customer service
  • Manages the day to day operations of the Service Department to ensure the achievement of key targets (e.g. workshop loading, labour sales or parts sales)
  • Ensures the Aftersales team follow key processes (e.g. Autobase) in day-to-day working (e.g. by offering a free visual inspection or by taking part in the 3-step handover process)
  • Continuously reviews and improves Aftersales processes and systems to deliver increased levels of customer satisfaction whilst maximising profitability and quality of workmanship
  • Plans and manages parts mix and stock levels to meet customer requirements and minimise cost. Manages stock visibility to ensure all necessary personnel have accurate information on availability and price
  • Works with colleagues across the dealership to investigate and resolve customer complaints
  • Monitors staff training needs, ensuring training and development plans are in place and up to date for all members of the team
  • Works with individuals to address performance issues e.g. by providing coaching
  • Assesses potential recruits for the Aftersales team
  • Manages approved sub-contract Body Shop processes and operations where appropriate
  • Plans and manages resource requirements e.g. consumables and specialist tools
  • Manages warranty claims processing, ensuring manufacturer's requirements are followed
  • Manages the day to day activities of the Service valeting team and drivers
  • Negotiates with non franchise parts suppliers
  • Agrees goodwill gestures and customer discounts
  • Designs local promotions, negotiating with relevant suppliers to achieve the best possible terms and monitors results accordingly
  • Manages Aftersales marketing activity e.g. to maintain contact with lapsed customers
  • Works with colleagues an other teams across the dealership to provide a seamless service to customers (e.g. by informally observing and responding to the needs of customers who are not being attended to by other members of staff)
  • Acts as a full member of the dealership’s management team to take the business forward
  • Ensures opportunities for sales by other teams are followed up by the most appropriate specialist

Successful candidates will:

  • Have experience with workshop utilisation and efficiency
  • Have experience in accessory and parts sales (volume and margin)
  • Ensure customer Satisfaction (e.g. CES for Service customers and Mystery Shopper)
  • Ensure customer Retention (of Service customers)
  • Have proven staff motivation and turnover
  • Understand Aftersales Performance Indicators (ASPI)
  • Ensure teamwork across dealership​​

You must hold a full clean UK Driving Licence.​​

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