Aftersales Manager

Location: Chichester

Abarth, Citroën, Fiat, Fiat Professional & Vauxhall Authorised Centre

As our business continues to grow, we are looking to appoint an experienced Aftersales Manager to lead our busy Aftersales operation at our Chichester Service Centre.

This is an excellent opportunity for a motivated individual with motor retail experience, gained within either a franchised main dealer or a reputable independent workshop, who is ready to take ownership of a high-performing Service department.

Reporting directly to the Aftersales Director, you will be highly organised, commercially minded and thrive in a fast-paced, customer-focused environment, with a strong desire to consistently achieve outstanding results.

Key Responsibilities

• Service department leadership & performance
• Drive departmental profitability and overall performance
• Report weekly to the Aftersales Director on Service and Parts performance and KPIs
• Develop, implement and maintain processes to improve efficiency and profitability
• Drive uptake of identified red and amber work to maximise service revenue and workshop efficiency
• Manage the day-to-day running of the Service department
• Team management & development
• Monitor, support and develop the performance of Service Advisors, Parts Advisors and Vehicle Technicians
• Maximise workshop utilisation and efficiency, including technician scheduling
• Encourage and support Service Advisors in promoting Frosts Service Plans

Customer Experience

• Deliver exceptional customer service at every stage of the customer journey
• Strong focus on manufacturer CSI strategy and results
• Manage customer bookings via phone, email and in person
• Prepare job cards prior to customer arrival
• Ensure customers are offered courtesy vehicles or our collection and delivery service
• Advise customers of any additional work required, providing clear explanations and quotations
• Present invoices clearly and professionally
• Strong focus on the use of CitNOW workshop videos created and sent to customers

Technical & Administrative Duties

• Process manufacturer warranty claims accurately and within required timescales
• Check for outstanding manufacturer warranty campaigns
• Liaise closely with the Sales Department regarding vehicle preparation and ongoing maintenance
• Provide advice on routine servicing and vehicle maintenance
• Maintain accurate records and complete all Service-related administration
• Continuously develop your technical knowledge to better support customers

Skills & Attributes

• Impeccable attention to detail
• Strong commitment to delivering outstanding customer care
• Excellent verbal and written communication skills
• Well organised, efficient and able to prioritise workload effectively
• Takes pride in work and maintains high standards at all times
• Reliable, punctual and professional

We are extremely proud of our customer satisfaction results, and this role is key to maintaining and enhancing the high standards our customers expect.

Hours of Work

Monday – Friday: 8:00am – 6:00pm

Saturday: 8:00am – 1:00pm (rota basis, 1 in 2)

Driving Licence

A full UK driving licence is required.

Salary

£40,000 per annum plus performance related bonus

About Us

Established in 1952, Frosts is a Sussex-based, independent, family-run business with a proud heritage and over 75 years of experience. With sites in Chichester and Shoreham-by-Sea, we offer hundreds of quality used vehicles, two Service Centres and our Body Repair Centre. Visit our award-winning website to learn more about us.