JOB TITLE Aftersales Manager DEPARTMENT Services REPORTING TO General Manager THE BIRCHWOOD GROUP Here at Birchwood Group, it is our passion to ensure that each and every customer benefits from the choice, value for money, and peace of mind that makes buying a new car such an enjoyable experience. We're proud to represent a host of leading franchises in the automotive sector, including Ford, Škoda and Kia across East and West Sussex. If you are looking for that next move up the automotive career ladder or looking to make a start in the industry, there's never been a better time to consider a move to the Birchwood Group. We are investing for the future, and we need passionate, committed people to help deliver an exceptional customer experience. We are now looking to enhance our Sales team and are looking to recruit an exceptional Aftersales Manager at our kia dealership in Chichester MAIN PURPOSE OF THE JOB • To ensure the provision of the best possible service to customers. • Achieve a satisfactory profit contribution to the company. • To organise, direct and control the activities of Service/Parts Department staff to achieve plans, budgets and franchise targets. • Ensure optimum use of all material, financial and personnel resources. • To comply with and maintain Company policies, standards and procedures relating to quality and customer care within your department. KEY TASKS: • WIP – Ageing not greater than 60 days unless approved by the Group Financial Controller. • Productive utilisation of 92%. • Customer Viewpoint to be at or above Birchwood Group target. • No outstanding debtors over 90 days. • Timely completion and submission of all daily, weekly and monthly paperwork inc Induction Packs, Reviews at End of Month 1 & 13 Weeks. Also ensuring the following: • Quality checks of 10% of all work going through the Workshop including Viewpoint customers. • Satisfactory mystery shops. • Ensure Vehicle Health Checks are carried out on all vehicles and that the percentage conversion of work required to work done is accurately recorded. • Time measurement system. • WIP – Cash Account. • Housekeeping. • Customer Follow-Up. • Special Order Parts. • Costs within Budget. • Appraise all relevant staff on, at least, an annual basis or sooner if appropriate. • All Induction Paperwork to be completed and returned on time ie, End of Week 1, Month 1 & 13 Week Review Period • To achieve total compliance with all manufacturer dealer standards at all times as failure to do so may result in disciplinary action. MAIN DUTIES/RESPONSIBILITIES: Manpower Control • To ensure all staff comply with company policies, standards and procedures relating to quality and customer care. • Manage all staff holidays, time off work and overtime to ensure adequate coverage. • Encourage and develop teamwork. • Identify individual staff training needs. • Arrange suitable training and development to meet training needs. • Prepare annual manpower and staff development plans. • Recruit and select staff using the Company Recruitment and Selection Policy. • Ensure that high standards of quality control are maintained within the departments. • Develop inter-department relationships. Financial Control • Ensure Service Department meets or exceeds targets set in Annual Plan. • Maintain expenses and overheads within Plan. • Construct Annual Service Plans with your Manager. Resource Control • Ensure expenses and overheads are kept within planned costs. People Management • Develop an effective team through personal coaching, regular communication and hands on leadership. • Identify training and management development needs and make arrangements to meet these through in-dealership or Manufacturer training. • Recruit and induct effective new staff using Company recruitment procedures. • Organise staff rotas and holiday schedules to meet dealership sales cover needs and operational requirements. • Handle performance issues and disciplinary problems in line with Company procedures. • Ensure that staff are advised of health and safety working practices and emergency procedures. • Maintain a high standard of presentation for the whole department. • To conduct annual performance appraisals with all staff (in addition to the quarterly performance review process) Customer Satisfaction • Ensure that all staff are aware of the importance of excellent customer service and of any prevailing standards set out to support customer service policy. • Ensure that relevant staff attend manufacturer training courses and that you encourage and monitor their progress on return. Ensure any necessary future training needs are assessed and fulfilled. • Handle any telephone calls in a friendly, efficient and courteous manner. • Receive any customers and other visitors in a friendly, efficient and courteous manner. • Aim to resolve customer complaints in a professional and courteous manner. • To provide the best possible service to the customer whilst maintaining a satisfactory profit contribution. Other Duties: • Be aware of the importance of good customer service. • Ensure all department is kept clean and presentable. • Ensure all staff are made aware of the importance of health and safety working practices and emergency procedures. • Create, agree and implement sales merchandising, advertising and promotional plans. • Be familiar with your terms and conditions of employment. • Ensure Technicians are aware of technical update information and all updates are implemented. • To raise and review purchase orders to ensure adequacy before dispatch to suppliers. RELATIONS WITH OTHER DEPARTMENTS/PEOPLE • Develop and maintain good working relationships with all other people in the dealership. • Develop and maintain good relationships with all suppliers and business customers. • Sales Department - New/used vehicle preparation/ accessory fitting. • Parts Department - Availability of accessories or other parts. • Responsibility/contribution as a member of the dealership management scheme. • Ensure all company and/or company advisor processes are strictly followed and adhered to at all times. WORKING HOURS Mon - Fri 08:00 - 18:00 Sat 08:30 - 12:30 (1 in 4 on a rota) Salary- £37K to £40K (OTE £58,600) LOCATON Chichester, West Sussex