Aftersales Manager - Ford

About Us

Vospers is a family run business and leading Southwest motor dealer group that believes in the importance of our people. That's why we offer a supportive working environment, career prospects, and great benefits, including:

• 30 days annual leave (including bank holidays) increasing with length of service + a paid day off for your birthday!
• Full range of motoring discounts on MOTs, servicing, sales, and parts
• Access to an online platform with discounts across multiple retailers
• Paid sickness scheme
• Full range of employee assistance programmes and support services
• Cycle to Work scheme
• Professional development via our Motorv8 and Vospers 5 training schemes
• Manufacturer-specific training
• Generous staff and customer referral scheme

Job Title

Aftersales Manager

The Role

The main purpose of a Vospers Aftersales Manager is to maximise service department profitability through the development of a professional and efficient team, while ensuring that each customer receives exemplary customer service.

This role will be based at our Marsh Mills, Plymouth site and will be working within the Ford Service Department

Key Responsibilities & Accountability

To Ensure the Efficient and Profitable Organisation of the Service Department

• Ensure the service department achieves budget objectives by continual examination of accounts, operating controls and composite figures to initiate improvements and corrective action where variations occur.
• To operate the department efficiently, this will be measured by productivity and utilization, labour efficiency and KPIS.
• Ensure all daily, weekly and monthly reports are drawn from the dealer management systems to enable the monitoring of the accounting practices.

People Management

• Promote and explain Customer Viewpoint standards to your team ensuring the department excels in customer satisfaction.

• Motivate staff through positive leadership and frequent appraisal meetings to determine clear and obtainable objectives.

• Encourage and endorse joint identification of training and support needs, confirming all personnel are trained to a level so they are able to carry out their work in an efficient and professional manner.

• Provide coaching when required if individual goals are not met, helping to continually guide and control the effectiveness of the team.

Customer Service Management

• To improve the quality of customer service and retention through enhancing facilities, improving personnel skills and high standards of quality workmanship.

• To ensure all customer complaints are dealt with promptly, courteously and sympathetically and to maintain an accurate written record of all complaints and actions taken to restore customer satisfaction, and ensure the same type of complaint does not reoccur.

• To address issues relating to participation in customer service reporting. Define measures to prevent reoccurrence, set targets and allocate specific responsibilities, and to monitor progress to completion.

• Ensure customer satisfaction through continuous quality control checks and support all Technicians in diagnoses and difficult work.

Location

Marsh Mills, Plymouth

Salary

Based on qualifications and experience, to be discussed at interview

Hours

Full time, no more than 40 hours a week

Care - Accountability Performance - Respect - Integrity

We are proud that so many of our people stay with us and develop their careers at Vospers over the long term. Over 100 of our staff have completed between 10 and 40-years service with the company. At Vospers, we know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in Vospers workforce.

No terminology in this advert is intended to be deemed discriminatory. We are happy to accept applications from all suitably qualified persons regardless of their age, gender, race, religion, disability, sexual orientation or marital status.

If you wish to discuss any aspect of this job vacancy, please do not hesitate to contact a member of the Vospers HR team at hr@vospers.com or 01752 636342