Head of Aftersales

Group 1 Automotive; Greater London; Sur place; GBP 85 000 - 115 000; Plein temps

Avantages offerts par ce poste

Annual leave 33 days

Retail discounts

Car discounts and servicing offers

Pension scheme

Flexible working

Résumé du poste

Group 1 Automotive is seeking a Head of Aftersales to lead the JLR North London operation with a focus on profitability, service quality and customer satisfaction. You will develop strategies for growth, drive performance across workshops, parts and service, and manage budgets while ensuring compliance with industry standards and manufacturer requirements.

Join a supportive, fast-moving group with strong career development and a commitment to work-life balance.

Qualifications

• Proven experience in a senior Aftersales leadership role within a franchised automotive environment.
• Strong commercial acumen with a track record of profitable growth.
• Experience leading large multi-functional Aftersales teams.
• Excellent stakeholder management and communication skills.
• Strong understanding of workshop operations, parts, warranty, and customer experience metrics.
• A customer-first approach with the ability to inspire and motivate teams.

Responsabilités

• Lead the overall Aftersales operation, ensuring profitability, operational efficiency, and exceptional customer satisfaction.
• Deliver departmental budgets and financial targets through cost control, revenue growth and customer retention initiatives.
• Monitor and improve KPIs including labour sales, parts sales, workshop efficiency, warranty performance and retention rates.
• Maximise workshop productivity, utilisation and labour sales through resource planning and process management.
• Ensure customers receive a premium experience, resolving complex concerns and promoting ownership and first-contact resolution.
• Maintain compliance with manufacturer standards, warranty requirements, health and safety regulations, GDPR, FCA requirements, and company policies.

Connaissances

Aftersales leadership

Commercial acumen

Stakeholder management

Customer experience metrics

People development

Strong communication

Description du poste

Head of Aftersales - JLRNorth London

Want to be the best you can be? It's what drives us too.

Reporting to the Head of Business you will be responsible for the growth and development of the Aftersales operation at JLR Chester. You will have previous extensive experience in Aftersales with excellent communication and organisational skills with strong leadership skills and evidence of delivering outstanding customer service.

What we can offer you

• Enjoy 33 days of annual leave(including bank holidays) to rest and recharge
• Save money every day withour exclusive retail discounts
• Drive a great deal with discounts on new and used cars, plus servicing offers
• Plan for the years aheadwith our company pension scheme
• Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter
• Commute for lesswith our cycle-to-work scheme
• Prioritise your wellbeingwith dedicated support for you and your family
• 24/7 access to healthcare professionals,ensuring you get the expert advice you need quickly and easily
• Make a differencewith a paid day to volunteer in your community
• Invest in your future with our company share purchase plan
• Earn financial rewards when you refer a friend to join the team
• Keep learning and growingwith our training and development opportunities for everyone.
• Life assurancewith the option to increase cover
• We're open to flexible working options - just ask

What you'll do day to day

• Lead the overall Aftersales operation, ensuring profitability, operational efficiency, and exceptional customer satisfaction.
• Deliver departmental budgets and financial targets through effective cost control, revenue growth, and customer retention initiatives.
• Monitor and improve key performance indicators including labour sales, parts sales, workshop efficiency, technician productivity, warranty performance, retention rates, and customer satisfaction.
• Maximise workshop productivity, utilisation, and labour sales through effective resource planning and process management.
• Ensure customers receive a premium experience, resolving complex concerns and promoting a culture of ownership and first-contact resolution.
• Maintain compliance with manufacturer standards, warranty requirements, health & safety regulations, GDPR, FCA requirements, and company policies.
• Develop and implement business plans, process improvements, and growth strategies aligned with business and manufacturer objectives.
• Identify and deliver new revenue opportunities while supporting future developments, including electrification, digital retailing, and evolving customer expectations.
• Work collaboratively with manufacturer and internal stakeholders to drive performance, customer satisfaction, and continuous improvement.
• Lead departmental teams to achieve operational excellence, commercial success, and compliance standards.

Helpful skills and qualifications

• Proven experience in a senior Aftersales leadership role within a franchised automotive environment.
• Strong commercial acumen with a track record of delivering profitable growth.
• Experience leading large multi-functional Aftersales teams.
• Excellent stakeholder management and communication skills.
• Strong understanding of workshop operations, parts, warranty, and customer experience metrics.
• A customer-first approach with the ability to inspire and motivate teams.
• Experience working with premium or luxury automotive brands would be advantageous.
• A passion for developing people and building high-performing teams.

Don't worry about ticking off every single skill here - if you care about delivering great experiences as much as we do, we want to hear from you.

Be part of something big

Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail.

But you don't need to love cars to work with us

Our Values

At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do.

Respect - Integrity - Transparency - Teamwork - Professionalism

These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view