Job Introduction
Role Overview
The Aftersales Manager plays a vital role in the functioning of our Fleet department. The Aftersales Manager oversees the day-to-day operations of the aftersales department, ensuring processes run efficiently and accurately to support the timely fulfilment of vehicle orders, supporting the Pentagon Group's reputation for excellence.
Reporting Structure
* Reports To: Head of Fulfilment
* Responsible For: Fleet Workshop Manager, Parts Department, Aftersales Department and Technicians in conjunction with the workshop manager.
* Key Relationships:
Fleet Workshop Manager, Workshop Technicians, Parts Department, Colleagues within the Fulfilment and Corporate Fleet departments, Accounts.
Main Purpose of the Role
* Drive continuous improvement in the aftersales department.
* Ensure aftersales and fleet targets are met through effective planning and execution.
* Act as the primary point of contact for all aftersales, providing clear and accurate feedback.
* Manage all operational aspects of the aftersales department to ensure smooth day-to-day running.
* Identify and escalate issues or concerns promptly to the Head of Fulfilment Manager
Key Responsibilities
Aftersales Department
* Provide effective line management of aftersales colleagues, identifying training needs and ensuring appropriate support and development opportunities are in place.
* Maintain a clean, safe, and organised work area.
* Manage and provide support to all colleagues.
* Ensure the department remains fully audit-ready at all times, with processes and documentation maintained to required standards.
* Oversee all health & safety procedures, ensuring everyone is working safely at all times.
* Collaborate with colleagues to ensure effective workflow and customer satisfaction.
Cost & Efficiency
* Ensure the department submits accurate forecasts by the agreed weekly deadline (Thursday).
* Monitor and maintain accuracy in costings, job cards, and parts invoicing.
* Work closely with the Accounts department to support financial accuracy and control.
* Ensure compliance with all Health & Safety policies and procedures.
* Monitor and control Work in Progress (WIP) values to maintain efficiency and profitability.
Key Performance Objectives
* Attend and actively contribute to daily operational meetings.
* Oversee parts stock control to support smooth workshop and fleet operations.
* Prepare and submit accurate forecasts in line with business requirements.
* Set, manage, and review team objectives to drive performance.
* Develop and implement training plans to support technician growth and skills development.
* Conduct Performance Development Reviews (PDRs) to evaluate and enhance team performance.
* Deliver on aftersales and fleet department objectives in line with company targets.
* Manage vehicle flow across the workshop and yard, ensuring timely processing.
* Supervise and support yard colleagues to maintain smooth operations.
* Act as the main point of contact for external contractors, ensuring work is delivered safely and effectively.
Other Duties
Perform any additional tasks reasonably required by senior managers that align with the business goals and fall within your capability.