After-Sales & Customer Operations Manager
Location: Tangmere, Chichester (Fully Onsite Role)
Salary: £40,000 £55,000 + Performance-Related Bonus
About the Role
We are looking for a hands‑on, commercially minded manager with strong automotive knowledge to lead our After‑Sales & Customer Operations team.
This is a fully onsite position in Tangmere, Chichester, requiring close collaboration with teams and real‑time decision‑making.
You will play a key role in maximising volume collections across the business; managing vehicle collections post‑sale, handling discrepancies, leading negotiations, and ensuring deals remain commercially viable while delivering a professional customer experience.
Key Responsibilities
* Team Leadership & Structure – Lead and develop a team of After‑Sales Coordinators. Set clear expectations, processes and performance standards. Build a transparent, fair, and consistent team culture.
* After‑Sales Operations – Oversee the full lifecycle of vehicle collections. Interpret inspection findings using automotive expertise. Ensure accurate assessment of discrepancies and adherence to processes.
* Negotiation & Commercial Management – Lead complex negotiations to retain deals while protecting margin. Support the team in handling valuation changes confidently. Make final decisions on disputed valuations. Balance customer experience with strong commercial discipline.
* Customer Issue Resolution – Handle escalated issues professionally and effectively. Clearly explain vehicle‑related issues to customers. Identify and implement improvements to reduce recurring issues.
* Commercial Accountability – Monitor KPIs including negotiation success, cancellations, profitability and satisfaction. Ensure fair use of incentive schemes. Identify process gaps and drive improvements. Provide reporting and insights to senior leadership.
* Cross‑Functional Collaboration – Work closely with Sales, Transport and Finance teams. Improve accuracy in vehicle descriptions and pricing. Provide automotive guidance across departments.
Skills & Experience
Essential:
* Solid mechanical knowledge (engine, gearbox, suspension, bodywork, etc.).
* Proven negotiation skills with strong commercial awareness.
* Experience leading teams in operations, customer service or after‑sales.
* Confident decision‑maker with experience handling escalations.
* Strong communication skills (verbal and written).
* Experience working to KPIs and structured processes.
Desirable:
* Background in automotive, salvage, inspections, logistics or related fields.
* Understanding of vehicle valuation (used, scrap, salvage).
* Experience improving or restructuring teams.
Personal Attributes
* Strong, fair leader who builds trust and accountability.
* Calm under pressure with a proactive mindset.
* Commercially astute and confident in decision‑making.
* Transparent, consistent, and improv
What We Offer
Competitive salary plus performance bonus. Opportunity to lead a business‑critical function. Supportive leadership with autonomy to make an impact.
Benefits & Perks
* Comprehensive pension.
* Wellbeing and employee support programme.
* Discounted gym membership and on‑demand GP access.
* Retail and leisure discounts.
* Regular team events (summer and Christmas parties).
* Free food Fridays and fresh fruit onsite.
* Free onsite parking.
* Discounted garage services.
* Counselling and financial assistance helplines.
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