Aftersales Manager in Kingston upon Thames

You will be responsible for the overall performance of the Workshop, Service and Parts Departments at our Dealership, with a strong focus on delivering exceptional customer satisfaction (CRS) alongside achieving volume and profit targets. The successful candidate will maximise productivity, drive consistently high CRS results, and identify new opportunities to innovate and continuously improve customer experience and operational effectiveness.

You will closely oversee all aftersales activity, regularly reviewing performance with the team, analysing CRS feedback and customer insights, and agreeing clear actions to improve service quality, retention, and sales outcomes. We are looking for an enthusiastic and self-motivated leader with the ability to inspire, coach, and support others in a fast-paced environment, embedding a customer-first culture at every stage of the service journey.

Key Job Competencies:

• Leads the Aftersales Team (service advisors, technicians, parts and driver).
• Ensures all members of the Aftersales team understand their role and monitors performance against agreed targets.
• Leads the team by personally demonstrating and encouraging the skills and behaviours associated with a Customer First philosophy.
• Ensures that the Aftersales team work closely with colleagues in Sales, Administration and other departments to deliver excellent customer service.
• Maintain a high level of service to retail customers and internal departments, achieving an acceptable share of the available market.
• Coordinate all Service and workshop activities to achieve profitability, objectives, and customer satisfaction targets.
• Ensure all service and workshop work meets required standards of quality, profitability, and customer satisfaction.
• Ensure all servicing and repairs comply with Ministry of Transport, Trading Standards Authority, and Company procedures.
• Promote positive customer relations through efficient and courteous handling of customers.
• Ensure customer complaints are dealt with promptly, efficiently, and satisfactorily.
• Support customer acquisition and retention activities.
• Agree daily, weekly, monthly, and annual labour sales figures with senior management.
• Maintain workshop productivity at optimum levels while minimising idle time.
• Ensure all Service Department administration is completed accurately and securely.
• Ensure all service, repair, and warranty documentation is completed prior to vehicle handover.
• Ensure supplier invoices are authorised, processed, and recharged where applicable.
• Monitor and control departmental reports, including warranty, outstanding debt, and costings.
• Ensure daily labour figures are recorded accurately and maintained.
• Prepare staff rotas and ensure appropriate staffing levels are maintained.
• Assess future staffing requirements and resource planning needs.
• Ensure staff receive appropriate training, including manufacturer and on-the-job training.
• Maintain awareness of company policies relating to Aftersales operations.
• Liaise with manufacturers, Trading Standards, Ministry of Transport, and other regulatory bodies.
• Ensure health, safety, security, and housekeeping standards are maintained.
• Ensure daily takings are banked in accordance with company procedures.
• Maintain accurate Aftersales prospecting data and ensure effective follow-up.
• Maintain understanding and compliance with Health & Safety policies.
• Undertake any additional duties as required by senior management.

Manages and develops individuals:

• Monitors staff training needs, ensuring training and development plans are in place and up to date for all members of the team.
• Works with individuals to address performance issues e.g. by providing coaching.
• Recruit, train, monitor, and support Service and workshop personnel.
• Provides advice and sign-off on key issues.
• Plans and manages resource requirements e.g. consumables and specialist tools.
• Manages warranty claims processing, ensuring manufacturer's requirements are followed.
• Manages the day to day activities of the Service valeting team and drivers.
• Agrees goodwill gestures and customer discounts.
• Manages Aftersales marketing activity e.g. to maintain contact with lapsed customers.
• Works as a full member of the centre team.
• Working with colleagues on other teams across the centre to provide a seamless service to customers.
• Acts as a full member of the dealership’s management team to take the business forward.
• Ensures opportunities for sales by other teams are followed up by the most appropriate specialist.