Overview
Birchwood Group is a forward-looking company with retail stores, workshops and facilities based across the south coast of Sussex and Hampshire.
The Birchwood group have a reputation for delivering excellent customer service. We are currently looking for an enthusiastic and driven After Sales Manager to join the team at our Ford/Chery dealership in Hastings. This is an excellent opportunity for someone who is passionate about leading a team and delivering exceptional levels of customer service.
As After Sales Manager, you will be responsible for the smooth day-to-day running of our service and parts department. You’ll lead by example, ensuring that all service customers are dealt with in a friendly, efficient, and professional manner. You will play a vital role in managing the Service team to ensure that all systems and processes are running effectively to facilitate an excellent service experience.
Your duties will include but are not limited to the following:
* Manage the daily operations of the Service and Parts department
* Coach and support the Service Advisor’s/Technician’s to ensure they deliver outstanding customer service and after sales support, including diary management, general CRM and selling.
* Monitor the departments progress towards achieving the budgets, identify shortfalls and take proactive steps to improve results
* Ensure the Service team collaborates with other departments to ensure seamless coordination of aftersales processes
* Provide a vibrant and high value customer experience.
* Meet and exceed customer satisfaction targets set by the manufacturer
* Greeting customers and managing their vehicle progress through the workshop
* Be willing to embrace digital lead management, technology and opportunities.
* Have an ability to execute a highly efficient EVHC video processes.
* Ensure the workshop operates efficiently and achieves 85%+ PE.
* Maintain a safe and compliant working environment
* Respond promptly and professionally to customer complaints
* Ensure strict adherence to manufacturer warranty procedures
* Manage recruitment/training of staff within the department
* Manage all after-sales administration, including job card preparation, bookings, quotes and parts orders via the Pinnacle DMS
* Oversee the timely ordering and receipt of vehicle parts
* Receiving of vehicle parts, confirming accuracy and quality control
* Maintaining stock control of key parts
* Ad hoc duties as required
Knowledge, Skills and Experience Required:
* Previous experience of working in a similar role is essential
* Main dealer franchise experience (desirable)
* Proven ability to lead, motivate and develop a team
* Excellent verbal and written communication skills
* A strong passion for delivering high levels of customer service
* Highly organised with ability to meet deadlines and prioritise workloads
* Ability to work within our company Values and standards
Package:
* Salary: £40,000 basic + Bonus
* Hours: 45 hours per week, Monday to Friday - 08:00 to 18:00
* Holiday: 22 days per year + bank holidays
* Benefits: Health cash plan and perks, Employee Assistance Programme, company pension, subsidised vehicle purchase and aftersales scheme (upon completion of probation)
We are an Equal Opportunities Employer
Due to the high volume of applications we receive, unfortunately, we are unable to contact each applicant individually regarding the status of their application. If you do not hear from us within 2 weeks, please assume you were unsuccessful on this occasion.