Aftersales Manager

Harwoods Group is an automotive retailer representing prestigious car brands; Aston Martin, Audi, Bentley, McLaren, Volvo, Jaguar and Land Rover together with the truck brand MAN. We have a total of eighteen businesses providing sales and aftersales services across Sussex, Surrey, Kent and Hampshire.

Our vision is to ‘create memorable experiences’. In other words, we believe that our role is to ensure our valued customers are offered the best possible experience in their interactions with our company. We feel it is equally important that our staff are well supported and are able to deliver these experiences working as one cohesive team.

With 98% of staff scoring positively when asked ‘I am fully committed to doing my best for the company”, we’re a safe bet for a job and career.

Harwoods Jaguar Land Rover Crawley was acquired from Guy Salmon (part of the Sytner Group) by the Group in early 2012, together with the accompanying Jaguar business. We offer both Land Rover sales and aftersales departments. In total, there are around 100 staff based at the site, which covers the Crawley, Gatwick, Reigate, and Dorking territories
JOB PURPOSE
The role of the Aftersales Manager is to:

• Manage the sourcing and supply of manufacturer vehicle parts and monitor all service processes.
• Achieve parts and service volumes and profit objectives through motivating and developing the aftersales team to be fully competent in their job roles.

KEY RESPONSIBILITIES

• Maintain standards of performance of the parts and service teams through effective coaching and performance management.
• Recruit and select team members in line with organisational requirements.
• Maintain customer service standards and ensure understanding and adherence to the requirements of customer satisfaction indicators within the business.
• Ensure sufficient resources are available to meet servicing requirements and regularly review key operating controls (labour efficiency, labour sales, cost of sales).
• Ensure effective stock control and warehouse management through regularly reviewing key operating controls (negative stock reports, PDR’s, margin and volume performance) in line with manufacturer and business operating requirements.
• Maximise commercial opportunities through developing and implementing campaigns within specific market sectors.
• Monitor and evaluate customer needs and competitor activity in the market, ensuring that marketing campaigns are relevant and targeted.
• Ensure all service processes meet brand standards requirements and that they are implemented in a consistent manner.
• Regularly communicate and interact with members of other departments to develop the business and the business team ethos.
• Maintain a safe and healthy working environment, ensuring staff comply with Health and Safety requirements.

POLICIES

• All Harwoods employees are expected to comply with/adhere to all Harwoods policies and procedures and any additional manufacturer requirements relevant to their role.

PERSON SPECIFICATION
Essential

• Proof of Right to Work in the UK.

Experience

Desirable

• Relevant motor industry experience

Skills & Knowledge

Essential

• Full UK driving licence.
• Smart appearance.
• A full understanding of all departments.
• Excellent numeracy and literacy.
• Competency in IT.

Competencies

Harwoods has 5 key competencies which describe the behaviours expected of all employees. For this role we are looking for applicants who can demonstrate all of the competencies below at the level described:

Level:

Manager

Delivering Memorable Customer Service

Provides customer service which creates ‘memorable experiences’ through meeting and exceeding customer expectations.

High Performing Teams

Supports others to continuously improve performance. Seeks feedback on own performance, takes responsibility for own development & demonstrates Harwoods values.

Commercial and Operational Excellence

Understands the drivers of business performance and uses them to optimise commercial opportunities. Plans and manages processes, resources workflows efficiently.

Innovation & Improvement

Demonstrates openness to change and improvement. Proactively looks for more effective ways of doing things.

Brand Aligned

Knowledgeable of, aligned to and ambassador for the brand and adheres to brand standards.

Job Types: Full-time, Permanent

Salary: £60,000.00-£80,000.00 per year

Experience:

• Aftersales: 1 year (preferred)

Work Location: In person