Aftersales Manager

Location: Wimborne, Dorset
Salary: £40,000 - £55,000 DOE
Hours: Monday to Friday, 8:00am - 5:00pm
Holiday: 22 days plus Bank Holidays.
 
We are recruiting for an experienced Aftersales Manager to join a well-established commercial vehicle business in the Wimborne area.
 
This is a key management position responsible for leading and developing the Aftersales Department, with a strong focus on workshop performance, customer experience, people management, commercial performance and continuous improvement.
 
The successful candidate will ideally come from a commercial vehicle, HGV, fleet, dealership or similar workshop environment and have proven experience managing technicians and workshop operations.
 
The Role:
 
As Aftersales Manager, you will oversee the day-to-day performance of the aftersales operation, working across Service, Parts and Workshop to improve efficiency, communication and customer service.
You will take ownership of departmental performance, ensuring manufacturer KPIs and standards are achieved while identifying opportunities to improve processes, productivity and profitability.
 
Key Responsibilities

Lead, motivate and develop the aftersales team, including technicians and support staff.
Manage workshop capacity, workload and technician allocation to minimise vehicle downtime.
Monitor departmental KPIs, productivity, efficiency and commercial performance.
Review and improve existing aftersales and workshop processes.
Improve communication between Service, Parts, Workshop, Sales and Accounts.
Build strong relationships with customers, including fleet operators and major accounts.
Manage customer feedback, complaints and service issues professionally.
Ensure customers receive clear communication regarding repairs, costs, delays and completion dates.
Monitor labour, parts, warranty work, WIP, costs and overall departmental profitability.
Maintain strong relationships with manufacturers and key suppliers.
Ensure manufacturer standards, warranty requirements, recalls and service standards are met.
Maintain high standards of Health & Safety and commercial vehicle compliance.
Identify training and development requirements across the department.
Drive customer retention, repeat business and continuous improvement. The position has significant responsibility for customer experience and people management, including monitoring team performance, developing employees and improving customer retention.
What We're Looking For
The ideal candidate will have:

Strong commercial vehicle workshop experience.
Previous experience managing technicians and workshop operations.
Good knowledge of HGVs, vans, trailers, fleet maintenance, servicing, diagnostics and repairs.
Strong understanding of workshop profitability and commercial performance.
Experience managing KPIs and improving productivity and efficiency.
Strong customer and fleet account management skills.
Good understanding of UK Health & Safety and commercial vehicle compliance.
Excellent leadership, organisation and communication skills.
The ability to remain calm and decisive when dealing with breakdowns, urgent repairs and customer issues.
A genuine focus on customer retention and keeping vehicles operational.
Experience with workshop management systems; Keyloop experience would be beneficial but is not essential. The role requires a strong combination of workshop management, commercial vehicle knowledge, people management, customer relationships and commercial awareness.
 
What's On Offer?

£40,000 - £55,000 salary depending on experience
Monday to Friday working
8:00am - 5:00pm
22 days holiday plus Bank Holidays
Senior management position with the opportunity to make a genuine impact on the performance and development of the Aftersales Department