Network Aftersales Coach

MSX International Limited; Warwick; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A leading automotive consultancy is seeking a professional to engage with dealerships to support aftersales improvements. The role involves coaching, assessing business processes, and delivering customer satisfaction enhancements. Ideal candidates will have strong knowledge of aftersales processes, with a focus on coaching and performance development. The role offers a competitive salary ranging from £40,000 to £45,000 per year, along with additional benefits such as annual leave and a company car.

Benefits

25 days annual leave

Company contributory pension plan

Healthcare scheme

Life Assurance

Company car

Qualifications

• Strong knowledge of Dealer aftersales processes is required.
• Ability to develop individuals for performance improvement is imperative.
• Experience in coaching and change management is a strong advantage.

Responsibilities

• Engage with management to improve customer satisfaction.
• Deliver structured coaching to achieve performance improvements.
• Assess processes using programme tools for prioritizing improvements.

Skills

Coaching and influencing others

Communication skills

Analytical skills

Understanding of franchised dealer business practices

Flexible approach to work

Job description

Position Summary :

Engage Heads of Business, Aftersales Management and Teams, in the business activity from launch, to ensure buy-in and implementation of agreed action-plans and sustainability.

Assessing designated businesses current processes, activities and cultures using programme tools in order to prioritise areas for improvement.

Delivering a structured coaching approach to designated businesses to deliver real and sustainable improvements in processes, communication and team working to deliver improved customer satisfaction and commercial performance.

Ensuring service levels are maintained to the client by consistently applying the coaching structure, using agreed analysis tools and presenting a professional image.

Role Purpose

To work with Retailers within the Volkswagen Group network to support improvements across a number of key performance indicators.

Role Scope

Working as part of a team to :

• Deliver improvements in a number of aftersales based Key Performance Indicators
• Working with business management and staff to root cause areas of underperformance and coach improved techniques in :

• Customer Satisfaction, Commercial performance (EVHC), Customer preparation and Technical Pre Plan, Team working and communication, Process improvement and quality management, Quality control processes and analysis, VWG systems understanding and utilisation, Facilitating sustainable solutions and continuous improvement, Staff development, Ability to prioritise workload to deliver agreed contracted days, Accurate and timely Administration, Visit Reports and SMART Actions, Consistent use of agreed analysis tools – to aid root cause analysis and objective feedback to client

Experience

• The successful candidate will need to possess a strong working knowledge of Dealer aftersales processes
• The ability to develop individuals in order to improve and sustain performance is imperative
• Previous / current experience of working in a regional or national role for a vehicle manufacturer and / or franchised dealer group would be an advantage.
• Demonstrable experience in business coaching and change management would be a strong advantage

Key Competencies

• Ability to inspire, coach and influence others to achieve results
• Ability to communicate at multiple levels
• Outgoing and energetic
• Understanding of franchised dealer business best practices
• Excellent communication, interpersonal and analytical skills
• Accurate and timely Administration
• Flexible approach to work – a self-sufficient, self-starter
• PC literate

Additional Information

Working Pattern and Location

• Permanent
• Monday-Friday
• Location : Field Based

Package

• £40,000 - £45,000 per year
• 25 days annual leave entitlement
• Company contributory pension plan
• Healthcare scheme
• Life Assurance
• Company car