Job Purpose

To ensure that the service element of the After Sales team delivers a consistently high quality of work maximising customer satisfaction.

Accountabilities

Operational

1. Implement quality controls and ‘voice of the customer’ feedback systems (including complaint handling) which enable performance to be managed and reviewed regularly in order to continuously improve standards and consistency of performance.

2. Analyze data received regarding finance and service levels and implement any corrective / improvement processes as required.

3. Ensure all service process meet ISO standards and they are implemented in a consistent manner.

4. Recruit and select team members in line with organisational requirements.

5. Maintain a safe and healthy working environment; ensuring staff comply with Health and Safety requirements.

6. Workshop control – assigning of job cards to the relevant teams/ skilled personal.

Management

7. Develop, guide, direct, motivate and manage the performance of all direct reports in line with the Performance Management System to assist in the realisation of their potential and to enhance their knowledge-based skills.

8. Maintain standards of performance in the service teams through effective coaching and performance management.

9. Organise and attend regular staff meetings, using them as a basis for the development of consistent standards in quality working and behaviour.

10. Support the implementation of training requirement of the team as required.

Personal Development

11. Engage in continuous professional development.

12. Arrange an annual appraisal with your line manager in accordance with the company’s appraisal process.

Key Performance Indicators

· Performance against budget

· Customer satisfaction against target

· Workflow – i.e. cars delivered within the agreed timescale