Senior Complaints Manager (Used car dealership)
Skills, Experience, Qualifications, If you have the right match for this opportunity, then make sure to apply today.
Location: Enfield (initially based in Watford for 1 month)
Salary: £45,000 £55,000 per annum + performance-based bonuses
Hours: Monday to Friday, 8:00am 6:00pm, plus 2 Saturdays per month
Reporting To: Chief Operating Officer (COO)
Employment Type: Full-Time, Permanent
About the Company We are a busy, high-volume car supermarket, selling over 1,000 vehicles per month across our network. Known for our large stock, competitive pricing, and focus on customer satisfaction, we offer a fast-paced and customer-focused working environment. As a growing business, we are committed to continuous improvement and providing a professional aftersales experience that matches the quality of our sales operation.
Job Overview We are seeking an experienced and driven Aftersales Manager to lead our service and parts operations in Enfield. This is a key leadership role within the business, requiring a proactive individual who can balance operational efficiency, staff management, and high levels of customer service in a fast-paced, high-demand dealership environment.
Key Responsibilities Oversee the day-to-day operations of the service and parts departments.
Manage and motivate service advisors, technicians, and parts staff to deliver excellent service and performance.
Handle escalated or dissatisfied customer cases professionallyturning complaints into positive outcomes while being firm when required.
Diffuse difficult situations and prevent further escalation with empathy and professionalism.
Drive strong service department performance across key KPIs including efficiency, labour sales, and parts usage.
Monitor departmental profitability and control operating costs.
Ensure legal and manufacturer compliance across all service and warranty work.
Develop team capability through regular coaching, performance reviews, and training.
Support operational excellence and ensure a consistent customer experience across the aftersales journey.
Requirements
5+ years' experience in an Aftersales Manager (or equivalent) role within a main dealership or car supermarket .
Strong knowledge of motor industry legislation, warranty processing, and consumer law.
Proven track record of managing customer issues with a calm, balanced, and outcome-focused approach.
Capable of leading teams in a fast-moving, high-volume environment.
Commercially aware with experience hitting departmental targets and improving margins.
Excellent people and communication skills.
Strong IT and administrative skills, including the ability to quickly learn new systems.
Full UK driving licence essential.
What We Offer Competitive basic salary of £45,000 £55,000 per annum
Monthly performance-based bonuses
Opportunity to work in a thriving dealership environment with over 1,000 monthly car sales
Strong career progression opportunities in a growing automotive group
Employee discounts on servicing and MOTs
Supportive and collaborative working culture
TPBN1_UKTJ