Location Snows Peugeot Romsey Region Hampshire Category Peugeot - Romsey (SPR)
(Service) Vacancy Type Permanent/Full Time Salary £55,000 OTE Competitive Salary (uncapped) Job Summary
Aftersales Manager
Role & Purpose
The Aftersales Manager is a member of the Service Team and will report to the Franchise or General Manager. The Aftersales Manager will lead and manage the dealership’s Aftersales team to deliver profitability and customer satisfaction.
At Snows…
Snows is a large, family run, automotive group based in the South and South-West of England. Our business differentiates itself from our competitors by delivering outstanding experiences for our customers, colleagues and manufacturer partners. Customer experience and colleague happiness is at the heart of our business, and we ensure that this focus is applied to everything that we do.
Responsibilities
Key Responsibilities
* Manage the Aftersales team ensuring all agreed customer service targets are met to maintain the brand experience. These targets will be measured against Aftersales Performance Indicators (ASPI)
* Campaign Coordinator.
* Lead the team by personally demonstrating and encouraging the skills and behaviours associated with the specific brand/Snows values to ensure customer retention and satisfaction
* Ensure that the Aftersales team work effectively with the Sales and Administration teams (and, where necessary, also across other dealerships) to ensure excellent customer service and that targets are achieved
* Manage the day-to-day operations of the Service Department in terms of resource requirements to ensure the key targets of the franchise are achieved. These include, but are not limited to:
o Consumables and specialist tools
o Workshop utilisation
o Activities of the valeting team
o Driver allocation and duties
o Subcontractors
o Nonfranchise parts suppliers
* Ensure the Aftersales team follow key processes (e.g., Autobase) in day-to-day working (e.g., by offering a free visual inspection or by taking part in the 3-step handover process) to provide consistency in service provided
* Review and improve Aftersales processes and systems to deliver increased levels of customer satisfaction whilst maximising profitability and quality of workmanship
* Plan and manage the mix and availability of parts along with stock levels to meet customer requirements and minimise cost
* Manage stock visibility to ensure all necessary personnel have accurate information on availability and price
* Investigate and resolve any customer complaints to ensure a speedily resolution
* Manage all staff support to ensure the team are operating at an optimum level for the business, including:
o Training
o Performance management and 121s
o Employer relations issues
o Recruitment needs
* Manage the processing of warranty claims, ensuring manufacturer's requirements are followed and achieved
* Manage local promotions and aftersales marketing activities to achieve maximum coverage and results with new and lapsed customers.
Skills & Competencies
* Previous technical knowledge gained in retail motor industry
* Numerate and articulate
* A full driving licence
* Inspire leadership and teamwork
* Deliver excellent customer service - experience in a similar after sales environment would be preferred
* Develop self and others - have experience managing a team
* Deliver a result and makes things happen - has experience of a target driven environment
Essential & Desirable Skills & Qualifications
Essential:
* Experience of an Aftersales leadership role
* Full driving licence
Team Values
Honesty
Integrity
Respect for People
We provide open and honest guidance with all our customers, both internal and external.
We act with integrity, trust, and responsibility in everything that we do.
We are ambassadors for all our customers in promoting good working practices.
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