Job Description
Aftersales Manager
Job Summary:
We are seeking a dynamic and results-driven Aftersales Manager to lead the service and parts operations within our dealership. This is a senior leadership role responsible for driving profitability, maintaining exceptional customer satisfaction, and managing a high-performing team across service, parts, and customer support functions.
The ideal candidate will have strong motor trade experience, a passion for delivering an outstanding customer experience, and a track record of improving departmental performance.
Key Responsibilities:
* Lead and manage all aspects of the aftersales operation, including service, parts, warranty, and customer retention.
* Drive departmental profitability through effective cost control, upselling, and operational efficiency.
* Monitor and improve key performance indicators (KPIs) including labour sales, hours sold, parts performance, customer satisfaction (CSI), and first-time fix rate.
* Manage and develop the service and parts teams, including recruitment, training, performance reviews, and day-to-day supervision.
* Ensure all operations meet manufacturer standards and FCA / regulatory compliance.
* Maximise workshop utilisation and technician productivity through effective scheduling and job allocation.
* Handle complex customer concerns and support service advisors in resolving disputes professionally.
* Build strong working relationships with manufacturer partners, finance companies, and internal stakeholders.
* Maintain accurate financial and operational reports for senior management.
* Implement and maintain processes that ensure outstanding customer satisfaction and retention.
Key Skills & Experience:
* Proven experience as an Aftersales Manager, Service Manager, or Parts Manager within a franchised dealership.
* Strong leadership skills with the ability to motivate, train, and manage teams.
* Solid understanding of workshop and parts operations, performance metrics, and customer service best practices.
* Commercially aware with a strong track record of achieving targets and growing departmental revenue.
* Proficient with dealer management systems (e.g. Kerridge/CDK, Keyloop, Pinnacle).
* Knowledge of manufacturer standards and reporting processes.
* Excellent communication and customer service skills.
* Full UK driving licence (or equivalent).
Desirable:
* Manufacturer experience or accreditation (e.g., JLR, BMW, Toyota, VW Group, etc.)
* IMI or equivalent industry qualification in management or service operations
* Understanding of hybrid and EV aftersales support
Benefits:
* Competitive basic salary with OTE
* Company car or car allowance
* Manufacturer and in-house training
* Pension scheme and healthcare options
* Staff discounts on vehicles and servicing
* Career progression within a reputable dealer group
Lead from the front in a high-performing dealership and take the next step in your automotive management career.