Close Close
Poll
Will there be more or fewer car brands in the UK new car market in 10 years' time? Please leave a comment.
View the poll
AM Online

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 :   laura.williams@vantagemotorgroup.co.uk
  • Telephone :   01423 798216
  • Website :   www.vantagemotorgroup.co.uk/recruitment

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.​​

Apply for this job

Please complete the form below.

Your data is used to notify the employer of your interest and they may contact you about the vacancy. We will not use your data for any other purpose. Your details will be deleted from our database seven days after the vacancy closing date.

 *
 *
 *