Aftersales Manager
Location: Kingston upon Thames, UK | Salary: £50,000 - £70,000 yearly | Date Posted: Feb 02, 2026 | Employment Type: Full time
You will be responsible for the overall performance of the Workshop, Service and Parts Departments at our Dealership, with a strong focus on delivering exceptional customer satisfaction (CRS) alongside achieving volume and profit targets. The successful candidate will maximise productivity, drive consistently high CRS results, and identify new opportunities to innovate and continuously improve customer experience and operational effectiveness.
Responsibilities
* Lead the Aftersales Team (service advisors, technicians, parts and driver)
* Ensure all members of the Aftersales team understand their role and monitor performance against agreed targets
* Lead the team by personally demonstrating and encouraging the skills and behaviours associated with a Customer First philosophy
* Ensure that the Aftersales team works closely with colleagues in Sales, Administration and other departments to deliver excellent customer service
* Maintain a high level of service to retail customers and internal departments, achieving an acceptable share of the available market
* Coordinate all Service and workshop activities to achieve profitability, objectives and customer satisfaction targets
* Ensure all service and workshop work meets required standards of quality, profitability and customer satisfaction
* Ensure all servicing and repairs comply with Ministry of Transport, Trading Standards Authority and Company procedures
* Promote positive customer relations through efficient and courteous handling of customers
* Ensure customer complaints are dealt with promptly, efficiently and satisfactorily
* Support customer acquisition and retention activities
* Agree daily, weekly, monthly and annual labour sales figures with senior management
* Maintain workshop productivity at optimum levels while minimising idle time
* Ensure all Service Department administration is completed accurately and securely
* Ensure all service, repair and warranty documentation is completed prior to vehicle handover
* Ensure supplier invoices are authorised, processed and recharged where applicable
* Monitor and control departmental reports, including warranty, outstanding debt and costings
* Ensure daily labour figures are recorded accurately and maintained
* Prepare staff rotas and ensure appropriate staffing levels are maintained
* Assess future staffing requirements and resource planning needs
* Ensure staff receive appropriate training, including manufacturer and on‑the‑job training
* Maintain awareness of company policies relating to Aftersales operations
* Liaise with manufacturers, Trading Standards, Ministry of Transport and other regulatory bodies
* Ensure health, safety, security and housekeeping standards are maintained
* Ensure daily takings are banked in accordance with company procedures
* Maintain accurate Aftersales prospecting data and ensure effective follow‑up
* Maintain understanding and compliance with Health & Safety policies
* Undertake any additional duties as required by senior management
* Manage and develop individuals, monitoring staff training needs and ensuring training and development plans are in place
* Work with individuals to address performance issues, e.g. by providing coaching
* Recruit, train, monitor and support Service and workshop personnel
* Provide advice and sign‑off on key issues
* Plan and manage resource requirements such as consumables and specialist tools
* Manage warranty claims processing, ensuring manufacturer's requirements are followed
* Manage the day‑to‑day activities of the Service valeting team and drivers
* Agree goodwill gestures and customer discounts
* Manage Aftersales marketing activity to maintain contact with lapsed customers
Qualifications
* Experience in automotive Aftersales management
* Strong communication skills and enjoy presenting ideas to others
* Organised and passionate about the automotive industry
* Enjoy working as part of a team and are very team‑oriented
* Enjoy meeting new people and building rapport and connections
Additional Team Integration
* Work with colleagues on other teams across the centre to provide a seamless service to customers
* Act as a full member of the dealership’s management team to take the business forward
* Ensure opportunities for sales by other teams are followed up by the most appropriate specialist
Brand
Toyota
Centre Name
Currie Motors Kingston
About Toyota
As one of the most famous brands in the world, here at Toyota we put ‘kaizen’ or continuous improvement at the centre of everything we do. From the impact we have on the world around us, to building cars, to the experience a customer has in our retailers, we are always looking for ways to make things better. We recognise the importance of our people to the brand and are recognised as one of the best in providing automotive training. Our team will help you to develop your skills and realise your ambitions.
Company Profile
Joining the Toyota team means that you will have the opportunity to be at the heart of our innovative brand, and really make a positive impact at the retailer you work for.
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