Overview
Birchwood Group is a forward-looking automotive business with retail stores, workshops, and facilities across the South Coast of Sussex and Hampshire. With a strong reputation for delivering exceptional customer service, we are seeking an Assistant Aftersales Manager with a strong passion for customer care to join our Hastings/Eastbourne dealerships.
You will support the Group Aftersales Support Manager in the day-to-day operation of the department, ensuring all service customers receive friendly, efficient, and professional support at every stage and will play a key role in managing customer interactions, overseeing processes, paperwork, and systems to maintain a high level of customer satisfaction. Working closely with the wider team, you will guide customers through their aftersales journey, helping to uphold the high standards of service.
Please note: You will be based initially in our Ford/Chery dealership in Hastings, with the possibility of relocating to our Ford dealership in Eastbourne. Further details regarding the relocation will be discussed during the interview.
Your duties will include but are not limited to the following:
- Support the Group After Sales Support Manager in the day-to-day leadership and operational management of the service department, deputising in their absence.
- Help drive departmental performance against KPIs, including customer satisfaction, productivity, profitability, and manufacturer standards.
- Lead, motivate, and support the service team to maintain high levels of performance, professionalism, and customer service.
- Manage daily workflow, workshop loading, and work in progress to ensure efficiency and timely completion of work.
- Act as a senior point of contact for customers, managing escalations and ensuring complaints are resolved in line with company guidelines.
- Deliver an exceptional customer experience, consistently meeting or exceeding customer satisfaction and manufacturer targets.
- Ensure accurate and proactive use of Electronic Vehicle Health Checks (EVHC) to support transparency and associated sales.
- Oversee aftersales administration, including bookings, job cards, quotations, invoicing, warranty claims, and parts ordering via the Pinnacle DMS.
- Coordinate with Sales, Parts, and Workshop teams to ensure smooth and effective aftersales operations.
- Manage the control of courtesy vehicles, including mileage tracking and damage checks.
- Ensure compliance with company processes, health & safety, and GDPR requirements, maintaining accurate customer data.
- Build and maintain strong customer relationships to drive loyalty and repeat business.
- Carry out any additional ad hoc duties required to support the service department.
Knowledge, Skills and Experience Required:
- Previous experience in a similar role
- Excellent verbal and written communication skills
- Passion for delivering high levels of customer service
- Ability to work with minimum supervision
- Proven excellence as a team player
- Ability to work within our Values
Package:
- Salary: £36,000 + Bonus (£43,000 OTE)
- Hours: 40hrs average per week. Monday to Friday - 08:00 to 17:00 / 09:00 to 18:00, Saturday 08:00 to 12:00 (1 in 3 – paid as overtime)
- Holiday: 22 days per year + bank holidays
- Benefits: Health cash plan, Employee Assistance Programme, company pension, subsidised vehicle purchase and aftersales scheme (upon completion of probation)
We are an Equal Opportunities Employer
Due to the high volume of applications we receive, unfortunately, we are unable to contact each applicant individually regarding the status of their application. If you do not hear from us within 2 weeks, please assume you were unsuccessful on this occasion.
