JOB PURPOSE

The role of the Aftersales Manager is to:

• Achieve parts and service volumes and profit objectives through motivating and developing the aftersales team to be fully competent in their job roles.
•  Manage the sourcing and supply of manufacturer vehicle parts and monitor all service processes.

Department/Business/Location: 

Aftersales

JLR Basingstoke

BMW Trade

BMW/MINI Service center

Reports to:

Head of Business

Direct Reports:

Aftersales Team

KEY RESPONSIBILITIES

Last updated 03.07.2024.

This Job Description is not contractual, and the content may be updated at any time.

• Maintain standards of performance of the Service and Parts teams through effective coaching and performance management.
• Recruit and select team members in line with organisational requirements.
• Maintain customer service standards and ensure understanding and adherence to the requirements of customer satisfaction indicators within the business.
• Ensure sufficient resources are available to meet servicing requirements and regularly review key operating controls (labour efficiency, labour sales, cost of sales).
• Ensure effective stock control and warehouse management through regularly reviewing key operating controls (negative stock reports, PDR’s, margin and volume performance) in line with manufacturer and business operating requirements.
• Maximise commercial opportunities through developing and implementing campaigns within specific market sectors.
• Monitor and evaluate customer needs and competitor activity in the market, ensuring that marketing campaigns are relevant and targeted.
• Ensure all service processes meet brand standards requirements and that they are implemented in a consistent manner.
• Regularly communicate and interact with members of other departments to develop the business and the business team ethos.
• Maintain a safe and healthy working environment, ensuring staff comply with Health and Safety requirements.

Skills & Requirements

Essential:

• Passion for delivering excellent customer satisfaction.
• Good organisational and planning skills.
• Energy and enthusiasm.
• Excellent numeracy and literacy.
• A full understanding of all departments and KPI’s
• Competency in IT.
• Smart appearance.
• Full UK driving licence.

Experience

Essential:

• Relevant motor industry experience.

The Harwoods Way

Harwoods Group is a values led, family owned automotive retail group that was founded in 1931. Our values are lived and breathed by all of our colleagues to enable industry leading customer experience and colleague engagement, as detailed below:

We Treasure our people and our customers

We challenge ourselves to grow & improve

We grab responsibility

We run in the same direction as one team

We inject energy and fun into our work

We are a top 30 automotive dealer group, as ranked by annual turnover on AM100, representing the following brand partners:

Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, INEOS, BMW & Mini (Service), MAN

We operate across 6 counties in the South East of England, namely:

Surrey, East Sussex, West Sussex, Kent, Wiltshire, Hampshire

With a high colleague engagement score of 72%, Harwoods Group has a real differentiator with our industry leading people development programme, including:

recruitment and selection; onboarding; induction; probation; lets talk one to ones; Harwoods Academy; succession and development; colleague recognition

After continued growth, we now operate with circa 1,100 colleagues across circa 28 state of the art facilities.