After-Sales & Customer Operations Manager

After-Sales & Customer Operations Manager
Location: Tangmere, Chichester (Fully Onsite Role)
Salary: £40,000 – £55,000 + Performance-Related Bonus
About Us
We are the clear market leader in our sector and one of the fastest-growing car buying companies globally. In the UK alone, we generate over 100,000 customer enquiries each month and process tens of thousands of vehicle bookings through our high-traffic platforms and nationwide operations.
With recent expansion into the United States and ambitious plans for further growth, we are scaling rapidly. Backed by over 15 years of profitability (without external funding), we combine stability with the pace and energy of a startup.
Our culture is driven by ambitious, collaborative people who are committed to building the most exciting place to work in our industry. Our goal is bold: to achieve a billion-dollar valuation within five years—while continuing to make a meaningful impact, including over £1 million already donated to charity.
About the Role
We are looking for a hands-on, commercially minded manager with strong automotive knowledge to lead our After-Sales & Customer Operations team.
This is a fully onsite position in Tangmere, Chichester, requiring close collaboration with teams and real-time decision-making.
You will play a key role in maximising volume collections across the business; managing vehicle collections post-sale, handling discrepancies, leading negotiations, and ensuring deals remain commercially viable while delivering a professional customer experience.
Key Responsibilities
Team Leadership & Structure
Lead and develop a team of After-Sales Coordinators. Set clear expectations, processes, and performance standards. Build a transparent, fair, and consistent team culture.
After-Sales Operations
Oversee the full lifecycle of vehicle collections. Interpret inspection findings using automotive expertise. Ensure accurate assessment of discrepancies and adherence to processes.
Negotiation & Commercial Management
Lead complex negotiations to retain deals while protecting margin. Support the team in handling valuation changes confidently. Make final decisions on disputed valuations. Balance customer experience with strong commercial discipline.
Customer Issue Resolution
Handle escalated issues professionally and effectively. Clearly explain vehicle-related issues to customers. Identify and implement improvements to reduce recurring issues.
Commercial Accountability
Monitor KPIs including negotiation success, cancellations, profitability, and satisfaction. Ensure fair use of incentive schemes. Identify process gaps and drive improvements. Provide reporting and insights to senior leadership.
Cross-Functional Collaboration
Work closely with Sales, Transport, and Finance teams. Improve accuracy in vehicle descriptions and pricing. Provide automotive guidance across departments.
Skills & Experience
Essential:
Solid mechanical knowledge (engine, gearbox, suspension, bodywork, etc.). Proven negotiation skills with strong commercial awareness. Experience leading teams in operations, customer service, or after-sales. Confident decision-maker with experience handling escalations. Strong communication skills (verbal and written). Experience working to KPIs and structured processes.
Desirable:
Background in automotive, salvage, inspections, logistics, or related fields. Understanding of vehicle valuation (used, scrap, salvage). Experience improving or restructuring teams.
Personal Attributes
Strong, fair leader who builds trust and accountability. Calm under pressure with a proactive mindset. Commercially astute and confident in decision-making. Transparent, consistent, and improv
What We Offer
Competitive salary plus performance bonus. Opportunity to lead a business-critical function. Supportive leadership with autonomy to make an impact.
Benefits & Perks:
Comprehensive pension. Wellbeing and employee support programme. Discounted gym membership and on-demand GP access. Retail and leisure discounts. Regular team events (summer and Christmas parties). Free food Fridays and fresh fruit onsite. Free onsite parking. Discounted garage services. Counselling and financial assistance helplines