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Posted: 101 days ago   Expired

Aftersales Manager

Salary: £35,000

Location: Stocksbridge

Job type: Permanent

Category: Stocksbridge Management

Aftersales Manager, Sheffield, £35,000 Our client is looking to recruit an experienced Aftersales Manager in the Automotive Sector to be based at their site near Sheffield.  In this new position, you will be responsible for establishing and growing customer service support that achieves departmental KPI's and exceeds customers' expectations. Customers include the OEM dealers who sell the products, and the end-users, ensuring provision of a highly professional and responsive service. Reporting to the Head of Service & Repair, you will be responsible for customer service, retail/internal and warranty. Key Responsibilities of an Aftersales Manager: • Act as primary escalation point for issues and/or disputes from customers or dealers, ensuring that positive and effective relationships are maintained. • Take ownership of customers' issues and follow problems through to resolution. • Manage the inputs from the Company's e-commerce platforms efficiently and professionally. • Support an end-to-end mapping of the current Customer Journey and drive measurable improvements across all Aftersales activities. • Establish and embed Aftersales processes to deliver identify areas of improvement and action plan change. • Manage individual and team performance to meet / exceed all applicable KPIs. • Provide effective cross-team collaboration between Sales, Finance, Operations and Engineering. • Conduct half-yearly performance reviews for direct reports to ensure a healthy two-way dialogue, and each employee's happiness and effectiveness in their respective role. • Create and maintain insightful reports on customer interactions, warranty claims, and related statistics. • Ensure departmental compliance with company guidelines and policies, especially those relating to the Environment, Health and Safety, ethics, values, and codes of conduct. • Develop structured forecasts for warranty spend and measure performance against Budget, providing regular tracking reports for senior management. • Conduct ongoing root cause analysis on warranty claims and share with relevant stakeholders within the business. • Manage and drive efficient and effective Aftersales processes and improvement actions. • Keep ahead of the industry's developments and apply best practices where improvement is needed. Ideal Candidate: • Customer Service Manager or Aftersales departmental lead. • A demonstrable track record in implementing successful customer facing strategies and initiatives. • Strategic thinker with a proven ability to influence cross-functional teams without formal authority. • Previous experience of measuring and monitoring performance to drive improvements. • Excellent organisational and administrative capabilities. • Good overall computer literacy and ability to use Microsoft software applications. • Excellent verbal and written communication skills Hours: • Mon – Fri 08:00 – 17:00 • Alternate Saturdays 09:00 – 16:00 At Clemence Rogers your right to privacy is important to us. By applying for this job, your information will be entered into our recruitment system. This will enable you to register for job alerts, apply for jobs and for us to help you find your next role. To read our full privacy policy please follow the link: https://(url removed)/privacy


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