Aftersales / Service Manager Vacancy in Stevenage

Key Responsibilities:

• To identify and eliminate any instances of inefficiency or poor performance throughout the aftersales operation, introducing improvements coupled with modern techniques of control.
• To carefully monitor and control all departmental expenditure, eliminating waste and/or inefficiencies wherever possible and authorising all aftersales department invoices for payment.
• Leading by example, to work with the aftersales personnel, directing them on day to day enquiries and planning and encouraging their development with the regular setting and reviewing of performance targets, helping them rapidly to become effective and accountable personnel that achieve their goals.
• By careful planning, establishing priorities and delegation to ensure that daily, weekly and monthly objectives are achieved throughout the aftersales operation.
• To create maximum amount of time each working day to be spent managing activities, i.e. researching, developing, planning, delegating, controlling and communicating, as opposed to more basic doing and fire-fighting activities.
• To evaluate constantly the trading performance of each aftersales section compared to budget, identifying any deviations of materials or labour-cost, stock holding, turnover, warranty costs, productivity, margin or profit to ensure that appropriate action to achieve correction is taken in good time. 
• To monitor operating control performance on a regular basis by way of the daily reporting information and monthly management accounts.
• Communicating with the sales operations at frequent intervals, to ensure that new and used vehicle preparation always occurs rapidly and in-line with the published Company vehicle preparation standard.
• Through the processes of effective recruitment, training, development, counselling, control and leading by example to build an aftersales team fully capable of successfully handling current and planned workloads and objectives.
• To ensure that all aftersales section areas are maintained in a clean and tidy condition.To be responsible for your own safety and that of all employees and visitors within the aftersales department.
• As a member of the Company’s senior management team to contribute upon request to the longer-term planning, direction and success of the business in all its spheres of operation.
• To receive and evaluate manufacturer’s published customer satisfaction index reports relating to the Company.
• To arrange for all employees within the aftersales department to be appraised of these results and motivated to do the things necessary to ensure that the Company’s standing in all satisfaction ratings and league tables exhibits consistent and sustained improvement.
• Perform equipment inspections, adjustments and certifications.
• Maintain courtesy vehicle fleet and cleanliness of vehicles.
• Effectively handle multiple priorities, organise workload, and meet deadlines.
• Building strong relationships with external customers and securing long term business.
• Dealing with dissatisfied customers and managing complaints.
• Prospect for customers to ensure an adequate sales volume.
• Maintain awareness of industry methods, practices and systems.
• To ensure quality system requirements are complied with.
• To carry out monthly health and safety audits within the aftersales department.
• To ensure the Company’s health and safety and related policies are always complied with.
• To carry out any additional tasks as requested.

Minimum Requirements

• A professional appearance and manner.
• Excellent customer service skills.
• Good organisational skills.
• The ability to lead a team.
• Good management skills.
• The ability to work under pressure.
• The skills to lead and coach others.

Gates are an equal opportunity employer. We do not discriminate on the basis of race, ethnicity, gender, age, religion, disability or other characteristics. Our hiring decisions are made using an unbiased approach and we are committed to creating an inclusive environment for all employees and candidates to feel welcome.

Reasonable adjustments: All interviews assess the skills of the job itself and should not put you at a disadvantage of your disability/condition. If you require reasonable adjustment, please let us know so we can accommodate you. To do this, please include your reasonable adjustment requirements during the application stage or contact the person who offered you an interview. You do not have to disclose your condition when you are applying for a role with us. The Equality Act 2010 defines a disabled person as someone who has a physical or mental impairment that has a substantial and long-term negative effect on their ability to do daily activities.