Head of Aftersales - based at Ipswich Audi

Marriott Motor Group; Ipswich; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Healthcare cashback plan

Generous holiday entitlement

Long service award

Leading brand led learning and develop

High street retailer discounts

Recommend a friend

Company car scheme

Job summary

Marriott Motor Group in Ipswich seeks a confident Head of Aftersales to lead the site's Service and Parts operation, driving performance, customer satisfaction and team development. You’ll work with the Group Aftersales management to implement best practice and ensure compliance with manufacturer standards.

You’ll balance customer expectations with commercial performance, guide recruitment and coaching, optimise workshop capacity and manage stock and pricing to support service excellence and

Qualifications

• Proven Aftersales management experience in automotive retail.
• Strong understanding of Service and Parts operations and manufacturer standards.
• Commercial mindset with budgets, KPI analysis and performance delivery.

Responsibilities

• Lead and develop people, building a high-performing culture.
• Drive commercial performance: budgets, profitability, labour efficiency and cost control.
• Deliver outstanding customer experience and manage enquiries/complaints.
• Maximise workshop performance, optimise loading and allocate work by capability.
• Oversee Parts operations: stock control, purchasing, pricing and availability.
• Maintain manufacturer standards, warranty procedures and audits.
• Recruitment, induction, probation reviews and ongoing development.
• Identify commercial opportunities and develop new business opportunities.
• Maintain accurate administration, invoicing, warranty submissions and health and safety compliance.

Skills

Motivate team

Attention to detail

Budgeting and forecasting

Customer centric approach

Leadership and motivation

Problem solving and decision making

Strong communication skills

Strong negotiation skills

Job description

Are you ready to lead, inspire and drive Aftersales performance?

At Marriott Motor Group, we’re continuing to invest in our people, our operations and the future of our business. As part of this commitment, we’re looking for an experienced and commercially driven Head of Aftersales to lead our site-based Service and Parts operation.

This is an exciting opportunity for an established Aftersales professional who combines strong operational knowledge with commercial awareness, excellent management skills and a genuine passion for delivering an exceptional customer experience.

Working closely with our Group Head of Aftersales and Group Aftersales Director, you’ll play a key role in driving performance, developing our teams and ensuring our Aftersales operation delivers against its commercial, operational and customer satisfaction objectives.

The Opportunity

As Head of Aftersales, you’ll take ownership of the day-to-day performance of the site's Service and Parts departments, ensuring the operation runs efficiently, profitably and in line with Marriott Motor Group and manufacturer standards.

You’ll be responsible for balancing customer expectations, colleague development and commercial performance, while identifying opportunities to improve processes, maximise workshop capacity and deliver sustainable results.

What You’ll Be Doing:

• Leading and developing people: Inspire, coach and motivate your team, building a positive, accountable and high-performing culture.
• Driving commercial performance: Take ownership of departmental budgets, profitability, labour efficiency, productivity, utilisation and cost control.
• Delivering an outstanding customer experience: Champion customer satisfaction and retention, ensuring enquiries and complaints are handled professionally and effectively.
• Maximising workshop performance: Optimise workshop loading, manage resources effectively and ensure work is allocated according to technical skills and capability.
• Overseeing Parts operations: Maintain effective stock control, purchasing, pricing and availability to support workshop efficiency and customer service.
• Maintaining manufacturer standards: Ensure compliance with manufacturer requirements, warranty procedures, quality standards, audits and relevant company policies.
• Developing your team: Lead recruitment, induction, probation reviews, quarterly performance reviews, training and ongoing colleague development.
• Identifying commercial opportunities: Work collaboratively with colleagues to increase customer retention, promote relevant products and services, and develop new business opportunities.
• Maintaining operational excellence: Ensure accurate administration, invoicing, warranty submissions, financial controls and health and safety compliance.
• Working as part of the wider Group: Collaborate with our Group Aftersales management team to implement best practice, improve consistency and deliver our wider business objectives.

What We’re Looking For:

We're looking for a confident and capable manager who understands what it takes to run a successful Aftersales operation and can bring people together to deliver outstanding results.

You’ll ideally have:

• Proven experience in an Aftersales management role within the automotive retail industry.
• A strong understanding of Service and Parts operations, workshop processes and manufacturer standards.
• A commercially focused mindset, with experience managing budgets, analysing performance and delivering against KPIs.
• Excellent management and communication skills, with the ability to coach, motivate and develop colleagues.
• A customer-first approach and the confidence to manage complex complaints and challenging situations.
• Strong organisational skills, attention to detail and the ability to balance competing priorities.
• Experience using management information and performance data to identify opportunities and drive improvement.
• A collaborative approach, with the confidence to work effectively with site management, Group management, manufacturers and suppliers.

Above all, you'll be someone who takes ownership, leads by example and understands that strong results come from developing people, maintaining high standards and continually looking for ways to improve.

Why Marriott Motor Group?

We’re a family-run automotive group that values our people, our customers and the relationships we build. We believe in creating an environment where colleagues can make a meaningful contribution, develop their careers and take pride in what they achieve.

Joining us means becoming part of a business that is investing in its future, strengthening its management structure and placing a clear focus on operational performance, customer satisfaction and colleague development.

This is an opportunity to make a real impact at site level while working closely with our Group Aftersales management team to shape the continued success of our Aftersales operations.

Salary and benefits will be confirmed as part of the recruitment process.

Marriott Motor Group are an equal‑opportunity employer. We are committed to a working environment that is free from all types of discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential

Skills for the job

• Ability to motivate team
• Attention to detail
• Budgeting and forecasting
• Customer centric approach
• Leadership and motivation
• Problem solving and decision making
• Strong communication skills
• Strong negotiation skills

• Competitive salary
• Healthcare cashback plan
• Generous holiday entitlement
• Long service award
• Leading brand led learning and development
• High street retailer discounts
• Recommend a friend
• Company car scheme

Wolsey HouseSproughton RoadIpswichSuffolkIP1 5ANUnited Kingdom