Aftersales Manager

Department: Aftersales

Reports To: Head of Business / Dealer Principal

Role Purpose

The Aftersales Manager is responsible for leading and developing the Service, Parts, and Workshop operations to maximise profitability, efficiency, customer satisfaction, and compliance. The role ensures manufacturer standards are met while driving performance through strong leadership, process control, and customer experience.

Key Duties & Responsibilities

Leadership & Management

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Lead and manage Service, Parts, Workshop, and Bodyshop (if applicable) teams

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Set clear objectives and hold departmental managers accountable for performance

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Recruit, train, develop, and retain aftersales staff

Operational Performance

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Drive workshop productivity, efficiency, and utilisation

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Ensure effective workshop planning and workflow control

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Monitor labour sales, recovery rates, and parts margins

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Reduce vehicle off-road (VOR) time and maximise retention

Financial & KPI Control

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Deliver aftersales profit targets and budgets

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Monitor and analyse KPIs including labour efficiency, recovery rate, utilisation, WIP, and CSI

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Control costs including parts, warranty, sublet, and overtime

Customer Experience

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Ensure consistently high levels of customer satisfaction and CSI

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Handle escalated customer complaints professionally and efficiently

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Implement customer retention and loyalty initiatives

Compliance & Quality

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Ensure compliance with manufacturer standards, warranty requirements, and audit processes

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Ensure health & safety, COSHH, and environmental compliance

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Maintain FCA awareness where finance products are sold in aftersales

Warranty & Technical Oversight

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Oversee warranty processes to minimise rejections and financial risk

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Ensure technical standards and quality control processes are followed

Stakeholder Management

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Liaise with manufacturers, suppliers, and group management

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Support manufacturer audits, reviews, and performance meetings

Skills, Knowledge & Experience

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Proven experience as an Aftersales Manager, Service Manager, or Senior Aftersales role

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Strong commercial awareness with budget and KPI responsibility

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Excellent leadership and people management skills

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Strong understanding of manufacturer standards and aftersales processes

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Experience within a franchised dealership environment preferred