After Sales Manager

This is an Aftersales Manager role, but the biggest part of the job is actually people. You can know everything there is to know about Aftersales, processes and performance but if you don't know how to lead a team properly, this probably isn't the right role. We're looking for someone who understands what good leadership looks like. Someone who can set clear expectations, hold people accountable, develop individuals, deal with difficult conversations when needed and create an environment where people know what's expected of them and feel supported to do their best work.

You’ll take ownership of the Aftersales department, but this isn’t about managing everything yourself. A big part of your role will be getting the best from the people around you. You’ll need to understand your team - where they’re strong, where they need support, who needs coaching and where performance needs addressing. Alongside that, you’ll be responsible for customer experience, departmental performance, processes and making sure the operation runs as it should. It’s a hands-on leadership role for someone who genuinely enjoys managing and developing people.

What You'll Be Doing

• Lead the Aftersales team with clear direction and consistent expectations.
• Create an accountable environment where people understand their responsibilities.
• Build strong relationships with your team and understand what motivates different individuals.
• Coach and develop team members rather than only managing them against numbers.
• Hold regular performance conversations and give clear, useful feedback.
• Identify where someone needs additional training, support or development.
• Deal with underperformance fairly and confidently when standards aren't being met.
• Recognise good performance and help strong people continue to progress.
• Make sure new and existing team members have the knowledge and support they need to succeed.
• Create a culture where people feel able to raise issues rather than hide them.
• Take ownership of departmental performance and agreed business objectives.
• Manage people, time and resources effectively.
• Maintain strong standards across systems, processes and operational procedures.
• Ensure processes are followed accurately and consistently.
• Deliver a high standard of customer service across the department.
• Balance positive customer outcomes with the commercial needs of the business.
• Keep close enough to the day-to-day operation to understand what is really happening rather than managing purely from reports.

What You'll Need

• You’ll already have relevant experience within Aftersales, Service or a similar automotive management environment.
• You’ll have genuine people-management experience and be comfortable leading a team day to day.
• You understand that leadership is about more than giving instructions and checking targets.
• You know how to set clear expectations and hold people accountable without creating the wrong culture.
• You can adapt your leadership style to different people and situations.
• You’re confident coaching individuals and helping them improve their performance.
• You’re comfortable having difficult conversations when they’re needed rather than avoiding them.
• You know how to give constructive feedback that people can actually do something with.
• You can recognise potential in people and help them develop.
• You’re approachable, but you’re equally comfortable making decisions and setting boundaries.
• You understand how employee engagement can directly affect customer service and departmental performance.
• You can communicate clearly with customers, colleagues and senior management.
• You’re organised and comfortable managing several operational priorities at once.
• You understand the importance of accurate systems, processes and compliance.
• You take ownership when something goes wrong and expect your team to do the same.
• You understand how strong customer service and commercial performance need to work alongside each other.

What You Might Not Like

If your idea of people management is allocating work, checking KPIs and stepping in when something goes wrong, this probably isn't the role for you. They want a leader, not simply someone with a Manager title. That means investing time in your team, understanding individuals, coaching people properly and dealing with performance issues before they become bigger problems. You’ll also need to be visible. This isn’t a role where you can disappear into an office, manage through spreadsheets and expect the department to look after itself. There will be difficult conversations. There will be customer issues. There will be days when several people need something from you at exactly the same time. And because standards matter, there will be times when you need to challenge someone rather than take the easier option. If you enjoy developing people, creating a strong team culture and seeing individuals improve because of the way you’ve led them, though, that’s probably exactly why you’ll enjoy the role.

What To Do Next

If you’ve built your career within automotive Aftersales and people leadership is one of the strongest parts of what you do, I’d like to hear from you. Send me your CV. When we speak, I’ll be particularly interested in the teams you’ve managed, how you’ve developed people, how you handle underperformance and what you believe genuinely good leadership looks like. Because for this role, knowing the operation matters. Knowing how to lead the people within it matters just as much.