Customer Service & Aftersales Manager

CUSTOMER SERVICE & AFTERSALES MANAGER – PRESTIGE & SPECIALIST USED CARS – LEEDS – UP TO £35,000 BASIC SALARY + BONUS & CAR ALLOWANCE

Customer Service & Aftersales Manager required by our client who are a leading seller of quality prestige and specialist used cars in Leeds

They pride themselves on their Sales and Aftersales customer support and excellence.

If you are passionate about providing a first-class customer experience then this could be the role for you!

THE ROLE

• As a Customer Service and Aftersales Manager, your role will be to manage and drive performance within the Service Excellence Department to help achieve the company’s strategic KPI’s objectives and goals.
• Our client sells prestige and specialist used cars (typically £30,000 +) ranging from Audi, BMW, Mercedes, Tesla, Lamborghini, Range Rover, Jaguar, Land Rover, Bentley to Ferrari, Porsche and Aston Martin
• You will be ensuring total customer satisfaction from when the sale is made to hand over as well as up to the warranty expiring date.
• Ensuring excellent customer satisfaction and maintain customer relations
• Dealing with compliance documents, hand over documents, registration paperwork, warranty paperwork and bookings, repairs, customer enquiries, complaints etc.
• This is a very varied role with the ultimate goal of total customer satisfaction and supporting the sales team in a smooth sales process, handover and aftersales
• To work closely with the Sales Manager and General Manager to ensure support levels are met
• Analyse areas of dissatisfaction and carry out root cause analysis to ensure corrective actions are implemented to continuously improve on Customer Satisfaction
• Effective internal communication where necessary.
• Compile reports and performance data for areas of responsibility
• Ensure process and procedures are in place, monitored and maintained
• Point of escalation for any complaints or authorisation
• Control the booking of customer handover/deliveries, to ensure all relevant part exchange documentation is collected before handover (Settlement within 30 day up to date V5, service history/MOT etc
• At point of bookings to be KPI’d on the up sell of all products related
• Internal lead distribution, along with organising prospecting data for the sales team
• Some direct administration for the General Manager
• To undertake any other duties consistent with this role
• Working to KPI’s
• Working Monday to Friday, 8.30am to 6pm
• You will be working from the Leeds showroom

THE PERSON

• The successful Customer Service & Aftersales Manager will ideally have similar experience
• Experience of working with a car dealership desired but not essential
• Face to Face and Telephone based customer interaction is essential
• Must be able to work to deadlines
• Excellent Customer Service and communication skills
• Well presented and a professional approach as this is a customer facing role
• Articulate with strong influencing skills
• A problem solver
• Excellent administration skills
• Must have a full driving licence
• Live within a commutable distance to the Leeds Showroom

THE PACKAGE

• £29,000 - £35,000 Basic Salary (subject to experience)
• Bonus scheme
• Company car allowance after qualifying period
• Dynamic company with leading brands!

IMMEDIATE INTERVIEWS AVAILABLE

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In respect to the above role(s), Anderson Wright Consulting Ltd operates as an Employment Agency

CUSTOMER SERVICE & AFTERSALES MANAGER – PRESTIGE & SPECIALIST USED CARS – LEEDS – UP TO £35,000 BASIC SALARY + BONUS & CAR ALLOWANCE