Aftersales Manager: Lead Service & Satisfaction

Car Planet; Enfield; Vor Ort; GBP 45.000 - 55.000; Vollzeit

Zusammenfassung

Car Planet is seeking a dedicated Aftersales Manager to lead our aftersales department, shaping strategies to boost customer satisfaction and retention. You will oversee daily operations, staffing, scheduling, and budget management while delivering cost-effective service.

The role requires strong leadership, CRM proficiency, and a commercial mindset. You will handle escalations, coordinate with our Warranty partner, ensure FCA compliance, and report progress to the Workshop Manager.

Qualifikationen

• Proven experience as an Aftersales Manager or in a similar role.
• Strong leadership and management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in CRM software and relevant tools.
• Strategic thinker with a customer-focused mindset.

Aufgaben

• Develop and implement aftersales strategies to improve customer service and retention.
• Oversee daily aftersales operations including staffing and scheduling.
• Handle escalated customer issues and ensure timely resolution.
• Prepare and manage the aftersales budget and cost-effective service delivery.
• Handle and neutralise customer complaints across all channels.
• Effectively manage a high volume of inbound and outbound calls.
• Greet customers professionally and maintain a consistent presence.
• Book vehicles for repairs, source cost-effective quotes from multiple vendors.
• Coordinate with external Warranty partner and delegate repairs as necessary.
• Negotiate costs for additional repairs and parts.
• Oversee administrative tasks related to aftersales, including courtesy car agreements.
• Adhere to FCA rules and regulations.
• Provide daily reports to the Workshop Manager.

Kenntnisse

Leadership

Communication

Strategic thinking

Customer-focused

Tools

CRM software

Microsoft Office

Google Suite

Jobbeschreibung

Car Planet is seeking a dedicated Aftersales Manager to lead our aftersales department, shaping strategies to boost customer satisfaction and retention. You will oversee daily operations, staffing, scheduling, and budget management while delivering cost-effective service.

The role requires strong leadership, CRM proficiency, and a commercial mindset. You will handle escalations, coordinate with our Warranty partner, ensure FCA compliance, and report progress to the Workshop Manager.