After Sales/Customer Operations Manager

Scrap Car Comparison Limited; Chichester; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Bonus program

Leadership role

On-site parking

Wellbeing program

Team events

Gym discounts

Counselling helpline

Job summary

Scrap Car Comparison Limited is seeking a hands-on After-Sales Manager to lead the After-Sales & Customer Operations team in our UK operations. You will coordinate vehicle collections, manage discrepancies, negotiate adjusted prices, and handle customer complaints with a focus on profitability and customer satisfaction.

You will apply solid automotive knowledge across inspection findings, guide decisions, and ensure fair negotiation practices while maintaining service standards and hitting KPIs

Qualifications

• Hands-on manager with automotive knowledge and strong negotiation.
• Experience leading a team in an operational, customer service, or after-sales environment.
• Ability to meet KPIs and follow structured processes.

Responsibilities

• Lead After-Sales Coordinators team, setting clear expectations and processes.
• Build a transparent, fair, and stable culture with consistent communication.
• Ensure compliance with operational and negotiation procedures.
• Oversee the full lifecycle of vehicle collection once booked by Sales.
• Interpret inspection findings to guide correct decision-making.
• Lead or oversee complex negotiations to protect profitability.
• Train and support the team in managing valuation changes confidently.
• Balance customer experience with strong commercial discipline.
• Make final decisions on disputed valuations weighing risk and impact.
• Protect profitability while minimising cancellations.
• Handle escalations with a calm, professional approach.
• Monitor KPIs including negotiation success and customer satisfaction.
• Identify process gaps and implement improvements.
• Produce regular reports for senior leadership.

Skills

Mechanical knowledge

Negotiation

Team leadership

Decision-making

Escalation handling

KPI-driven

Job description

About Us

We are the clear market leader in our sector and one of the fastest-growing car buying companies in the world. In the UK we generate over 100,000 customer enquiries each month and book tens of thousands of vehicles over the same period through our high-traffic websites and nationwide operations.

We have now launched across the United States, with multiple States already live and an ambitious plan to expand nationwide. Our rapid expansion and success have been driven by outstanding people, a strong culture, and our ability to lean into the advantages of cutting-edge technology.

We are not a speculative startup. We have been established for over 15 years are highly profitable, and have achieved this scale without external funding. That gives us both security and momentum – and yet, despite our size, we have kept the excitement, energy and ambition of a startup. Our team is collaborative, ambitious and relentlessly driven to be the best and most exciting place to work in our sector. Our aim is bold: to build a billion-dollar valuation within the next five years. Along the way, we want our growth to make a positive difference to others.

We have already donated over £1 million to various charities, and as we scale, so too will our donations.

Below, you will find a complete breakdown of everything required of potential candidates.

About the Role

We are looking for a hands‑on, commercially minded manager with solid automotive knowledge—someone who understands key vehicle components (engine, gearbox, suspension, body panels) and how condition discrepancies affect value.

A major part of this role is skilled negotiation: keeping deals on track when issues arise at inspection, protecting margin, and ensuring revised valuations are fair, commercially viable, and professionally handled.

You will lead the After‑Sales & Customer Operations team, who coordinate vehicle collections, manage discrepancies, negotiate adjusted prices, and handle customer complaints. Your leadership and judgement will be crucial in maintaining profitability and reducing cancellations.

Key Responsibilities

• Lead, support, and manage a team of After‑Sales Coordinators, setting clear expectations and processes.
• Build a transparent, fair, and stable culture—with consistency in communication and behaviour.
• Ensure compliance with all operational and negotiation procedures.
• Oversee the full lifecycle of vehicle collection once booked by Sales.
• Interpret inspection findings using your automotive knowledge to guide correct decision‑making.
• Ensure the team assesses vehicle discrepancies accurately and follows structured negotiation guidelines.
• Lead or oversee complex negotiations to keep deals in place where possible—without allowing unprofitable buys
• Train and support the team in managing valuation changes confidently and commercially.
• Balance customer experience with strong commercial discipline.
• Make final decisions on disputed valuations, weighing risk, margin, and operational impact.
• Protect profitability while minimising unnecessary cancellations.
• Handle escalated issues with a calm, professional approach.
• Explain vehicle‑rnuntability
• Monitor KPIs including negotiation success, cancellation rates, profitability, and customer satisfaction.
• Ensure incentive schemes are used fairly and not manipulated.
• Identify process gaps and implement improvements.
• Produce regular reports and insights for senior leadership.

Cross‑Functional Collaboration

• Work with Sales to improve accuracy in vehicle descriptions and pricing.
• Communicate closely with Transport and Finance to support smooth operations.
• Provide basic automotive guidance across department.

Skills & Experience Required

• Good mechanical knowledge (e.g., difference between an engine and gearbox, common mechanical issues, typical condition faults).
• Strong, proven negotiation skills—able to retain deals, manage expectations, and avoid loss‑making purchases.
• Experience leading a team in an operational, customer service, or after‑sales environment.
• Confident decision‑maker with commercial awareness.
• Skilled in handling escalations, complaints, and disputes.
• Experience working to KPIs, performance targets, and structured processes.

Desirable

• Experience in salvage, used vehicles, inspections, logistics, automotive services, or related environments.
• Familiarity with valuation principles for used/scrap/salvage vehicles.
• Prior involvement in improving or restructuring teams.
• Strong, fair leader who can stabilise a team and build trust.
• Confident negotiator with sound commercial judgement.
• Resilient, calm under pressure, and proactive in solving problems.
• Consistent, transparent, and able to hold people accountable.
• Improvement-focused, not just reactive.

What We Offer

• Competitive salary + performance-related bonus.
• Opportunity to lead and improve a business‑critical team.
• Supportive senior leadership and room to implement change.

Benefits & Perks

• Competitive pension package
• Comprehensive wellbeing and employee support programme
• Discounted gym memberships and on-demand GP service
• Retail and leisure discounts across major brands
• Regular team events, summer and Christmas parties
• Free food Fridays and fresh fruit available for staff working on site
• Free on‑site parking
• Discounted garage services for vehicle owners
• Counselling and financial assistance helplines