Aftersales Duty Manager

Job Role – Aftersales Duty Manager

Salary –Up to £40,000 depending on experience

Benefits – Company Car or Car Allowance and Annual Bonus

Location – BCA Perry Barr

Working Hours – 40 hours a week Monday to Friday 08:30-17:30 (must be flexible and potential Saturday working)

Type of Employment – Permanent

Join the UK’s largest B2B used vehicle service

At BCA, we’re altogether, more. More than just a normal vehicle remarketing company. More than just any other place to work. We’re Europe's largest vehicle remarketing company, the backbone of the UK’s automotive supply chain, the best place to build the career you want.

Now, this is where you fit in…

We’re looking for down-to-earth people, with bags of energy, ready to make their mark on the automotive industry. Our Site Operations and Driving teams play a vital role across our business. Here you can build on your knowledge and find your specialty at one of our sites or on the road – the opportunities are endless.

Main purpose of the role

To support the Centre Manager through fulfilling the role of Duty Manager, overseeing all aspects of the operation as required, including health and safety, production, logistics and aftersales.

To deliver all elements of effective people management including recruitment, training, performance management, communication and wellbeing.

To deliver industry leading levels of customer service ensuring a high quality collection experience and that complaints are resolved in a timely, professional and cost effective manner.

Your key responsibilities will be:

Duty Management:

• Deputise for the Centre Manager and other Duty Managers as required, leading across the entire site.

• Support a culture of safety ensuring standards are met and any non-conformances swiftly addressed.

• Handle queries and complaints raised by either internal or external stakeholders through to swift and professional resolution.

• Share responsibility for ISO and Security with the rest of the Management Team.

• Handle queries and complaints raised by either internal or external stakeholders through to swift and professional resolution.

• Take on other responsibilities outside of normal role as required.

• Support other locations as required.

People Management:

• To manage all elements of the employee lifecycle including onboarding and offboarding.

• Performance management of the team including training, coaching and appraisals to ensure both optimum performance and talent pipeline.

• Conducting grievance and disciplinary processes.

• Effective workforce management, including absence planning, ensuring optimum staff levels at all times and adherence to working time directive.

• Effective communication to team ensuring awareness of results and key priorities.

Operational Management:

• Accountable for vehicle production administration, including data entry and document management.

• Ensure adherence to BCA Standard Operating Procedures.

• Managing the Click and Collect process ensuring a consistent, positive buyer experience and efficient dispatch to hauliers.

• Liaising with central claims team to ensure that any issues are resolved promptly and recorded accurately, ensuring trends and root causes are identified and minimised.

• Ensuring all requests for information or action from the central Call Centre are actioned within SLA.

• Identifying any patterns, trends, and opportunities for improving performance and working with the Centre Manager and VE Team to set and monitor KPI’s across the Centre

To be successful, you’ll bring some of the following experience with you:

• Experience in a line manager or team leader role

• Able to demonstrate high-level organisational skills and an ability to communicate a variety of information and instruction to operational team members and first line supervisors

Technical skills:

• Delegate responsibility appropriately and effectively

• Ability to motivate a team to deliver objectives and meet targets

• Good report generation and presentation abilities

• Excellent attention to detail

• Excellent time management

• Knowledge of Microsoft Office – including Excel and Powerpoint, IT skills

• Drive & results focus

• Motivating & developing others

• Data, decisions & problem solving

• Influencing & communicating

• Action and customer focused

We’ve put everything in place to ensure you thrive. Competitive salaries, strong core values and an excellent benefits package that includes:

• Company Pension Scheme
• Private Medical Insurance (role dependent)
• An Employee Assistance Programme
• Enhanced maternity, paternity, and adoption leave
• Access to trained mental health first aiders

And so much more…

As the automotive industry changes, we’re changing with it - putting our people in the front seat for the journey. We’re the number one in what we do for a reason and that’s because of the people we have on our teams. If you want to be a part of a business like this; unrivalled, exciting and appreciative of the work you do, join BCA.

We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible.

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.