The Role
We require a proven and experienced Aftersales professional with excellent interpersonal skills and an ability to manage all aspects of our Aftersales departments here at Martins Volkswagen in Basingstoke. Customer centricity is key for us and the successful candidate should be confident in maintaining the expected highest standards whilst exceeding budgeted financial results. In a busy and fast paced environment this person will also be confident in managing all Aftersales customer queries in an efficient and professional manner and attaining expected customer satisfaction levels. Current experience within a main dealership in the Motor Trade is required as well as a minimum of 2 years previous experience within this position.
Objective:
· To formulate policies and procedures to achieve maximum revenue and profitability through the sale of labour, parts and materials
· To control stocks and assets at a level commensurate with profit requirements and customer satisfaction
· To ensure the highest level of customer satisfaction and retention
· To help Retailer to achieve industry-leading standards of process efficiency and cost control
· To ensure departmental compliance with company policies and industry guidelines
Job Description:
· To ensure that all Aftersales departments achieve profit margins in line with budget forecasts and annual objectives
· To foster and maintain a high level of customer satisfaction and quality of service
· To ensure employees of this Company carry out their duties in accordance with the Companies Quality Policy and Procedures
· To maintain all relevant customer satisfaction documentation and ensure that all staff are familiar with the Companies, and Manufacturer’s, customer care policies
· To ensure high standards of quality and workmanship
· To control and oversee the correct operation of the Aftersales Department on a day- to-day basis in the following key areas, using established systems and procedures:
· Workshop loading, work in progress and labour sales
· Discounting and Goodwill policy
· Manning and staff rotas
· Defining target agreements with employees and reviewing the level of target achievement through regular 1-2-1’s
· Monitoring and optimising productivity and performance of employees
· Advertising, Promotional & Prospecting activities
· Parts stocking levels and turnover
· Parts re-order procedures and VOR order levels
· Working within warranty guidelines and processes to ensure compliant
· Customer satisfaction and CSI scores
· Special tooling and workshop consumables
· Staff training and disciplinary procedures
What we can offer you:
Martins Group are a rare business that can offer the best of both worlds. We are large enough to compete with the very biggest and the very best dealer groups in the UK. But we also offer our customers and staff a family business environment. Our staff become part of our family and are nurtured in a way that only a privately-owned company can do.
You will be offered a highly competitive basic salary (dependant on your levels of experience). Plus, performance related bonuses based around financial results and customer satisfaction performance, giving an OTE of £65,000 to £70,000.
A Company Car will be provided and generous fuel allowance.
22 Days paid holiday plus bank holidays.
Whilst the contracted hours are 8:00am to 6:00pm Monday to Friday (with 1 hour for lunch) it is recognised that there may be the need for some flexibility as required in this job position.
You will be given access to health insurance, pension and a staff vehicle leasing scheme. Most importantly, you will be welcomed into a friendly team that will appreciate your skills and encourage you to succeed.
Job Types: Full-time, Permanent
Pay: £45,000.00-£50,000.00 per year
Benefits:
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Canteen
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Company car
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Company events
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Company pension
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Employee discount
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Free parking
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On-site parking
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Private medical insurance
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Referral programme
Experience:
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Main Dealer: 2 years (preferred)
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Service Manager: 2 years (preferred)
Licence/Certification:
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Driving Licence (preferred)