Aftersales Manager

Role Overview

Garland Motors is seeking an experienced and driven Aftersales Manager to lead and develop the dealership’s Service, Workshop and Parts operations. The successful candidate will be responsible for delivering exceptional customer service, driving departmental profitability, and ensuring high levels of operational efficiency across the entire aftersales function.

The role carries responsibility for providing strategic leadership, performance management and overall direction of the department.

Key Responsibilities

Leadership & Management

• Lead, motivate and develop the Aftersales team to achieve departmental objectives and business targets.
• Provide support, guidance and direction to the Service, Workshop and Parts teams.
• Foster a positive, customer-focused culture throughout the department.
• Conduct regular team meetings, performance reviews and development discussions.

Financial Performance

• Manage and improve the profitability of the Service, Workshop and Parts departments.
• Monitor departmental KPIs, budgets, labour sales, parts sales and gross profit performance.
• Identify opportunities to increase revenue and improve operational efficiencies.
• Ensure effective cost control and resource management.

Customer Experience

• Drive exceptional customer satisfaction and retention levels.
• Monitor customer feedback and implement improvements where required.
• Handle escalated customer concerns professionally and efficiently.
• Ensure service processes consistently meet manufacturer and company standards.

Operational Management

• Oversee the day-to-day performance of Service, Workshop and Parts operations.
• Ensure workshop productivity, efficiency and quality standards are achieved.
• Monitor vehicle work-in-progress and ensure effective workflow management.
• Maintain compliance with health and safety legislation and company policies.
• Ensure warranty processes and manufacturer requirements are adhered to.

Parts Department Oversight

• Work closely with the Parts team to maximise sales opportunities.
• Monitor stock levels, stock turn and obsolescence.
• Ensure effective inventory control and departmental profitability.

Reporting & Compliance

• Produce and analyse departmental performance reports.
• Monitor key aftersales KPIs including:
• Labour sales
• Parts sales
• Recovery rates
• Workshop efficiency
• Productivity
• Customer satisfaction
• Retention levels
• Ensure compliance with all manufacturer, legal and company requirements.

Candidate Requirements

Essential

• Previous experience as an Aftersales Manager within the motor industry.
• Strong commercial awareness and proven ability to deliver financial results.
• Excellent leadership and people management skills.
• Strong understanding of dealership service, workshop and parts operations.
• Exceptional customer service and communication skills.
• Ability to analyse performance data and implement improvements.
• Full UK Driving Licence.

Desirable

• Franchised dealership experience.
• Experience working with manufacturer standards and audits.
• Knowledge of dealer management systems (DMS).

Personal Attributes

• Results-driven and commercially focused.
• Strong leadership presence with the ability to inspire teams.
• Highly organised with excellent attention to detail.
• Proactive problem-solver.
• Professional, approachable and customer-focused.
• Ability to work effectively under pressure and manage multiple priorities.