Aftercare Manager
Location: Hilton Garage
Job Type: Full-Time
Join the Hilton Garage Team
Hilton Garage is looking for an experienced, confident and customer-focused Aftercare Manager to join our management team and take a leading role within our busy Aftercare Department.
With over 50 years of trading, Hilton Garage has grown to become one of the UK's largest independent car supermarkets while remaining a family-run business. Our reputation has been built on providing excellent value and looking after our customers long after they have driven away.
This is an excellent opportunity for someone with a strong automotive aftersales background who is ready to take ownership of a department, lead a team and play an important part in the continued development of our aftercare operation.
We are looking for someone who isn't afraid of a busy environment. You'll need to be organised, commercially aware, confident dealing with customers and capable of keeping multiple jobs moving at the same time.
The Role
As Aftercare Manager, you will oversee the day-to-day running of the department, working closely with our Service Advisors, workshop team, technicians and wider management team.
You'll be responsible for ensuring customers receive regular, clear updates while also making sure vehicles and customer cases are progressed efficiently.
This is a hands-on management position. You'll be expected to lead from the front, support your team when things get busy and take ownership of more complex customer situations when required.
No two days are quite the same, making this a great opportunity for somebody who enjoys problem-solving, working with people and getting things done.
Key Responsibilities
- Oversee the day-to-day operation of the Aftercare Department
- Lead, support and develop a team of Service Advisors
- Act as a senior point of contact for customers regarding repairs, servicing and aftercare
- Ensure customers receive regular and accurate updates throughout the repair process
- Manage customer expectations and resolve concerns professionally and fairly
- Work closely with technicians and the workshop team to keep jobs progressing efficiently
- Monitor workloads and ensure outstanding cases are actively progressed
- Oversee the booking, allocation and administration of courtesy vehicles
- Manage invoicing and customer-paid workshop repairs
- Assist with repair authorisations and ensure appropriate records are maintained
- Maintain high standards of customer service across the department
- Identify opportunities to improve processes, efficiency and the overall customer experience
- Work closely with senior management on the continued development of the department
About You
We're looking for somebody who combines strong people skills with a good understanding of the automotive industry.
Previous experience within an automotive service, aftersales or workshop environment is essential. You should be comfortable discussing vehicle repairs with both customers and technicians and confident enough to take control of difficult or complicated situations.
The successful candidate will ideally have:
- Previous experience within an automotive aftersales, service or workshop environment – essential
- Strong automotive knowledge and an understanding of vehicle repairs
- Previous supervisory or management experience
- Excellent telephone and face-to-face communication skills
- A confident, professional and approachable manner
- Strong organisational and time-management skills
- The ability to prioritise a busy workload and keep multiple cases moving
- Experience managing customer expectations and resolving complaints
- The ability to lead, motivate and support a team
- Confidence working with computerised booking and customer-management systems
- A practical, solutions-focused approach to problems
- An understanding of the Consumer Rights Act 2015 would be advantageous, although further training will be provided
What We Offer
Joining Hilton Garage means becoming part of a successful, established and continually growing family business.
We offer:
- Competitive salary
- Performance-related bonus structure
- Genuine opportunities for career progression
- A key management position with the opportunity to make the department your own
- Company pension
- Employee discount
- Referral programme
- Company events
- Free on-site parking
- On-site staff canteen serving food
- Support from an experienced wider management team
- Ongoing training and development
- The opportunity to contribute ideas and directly influence how the department develops
The Ideal Candidate
This role would suit an experienced Service Manager, Aftersales Manager, Senior Service Advisor or Workshop/Service Team Leader who is ready for their next challenge.
We're looking for someone with the confidence to take ownership of the department rather than simply manage a diary. You'll be responsible for your team, your customers and the progression of work through the department, so strong communication and organisation are essential.
In return, you'll be joining a long-established business where hard work is recognised and where there is genuine scope to progress. Many members of our management team have developed their careers within Hilton Garage, and we are committed to continuing to promote and develop talented people from within the business.
If you're an experienced automotive professional looking for a busy, varied and rewarding management role where you can make a genuine impact, we'd love to hear from you.
Job Types: Full-time, Permanent
Pay: £35,000.00 per year
Benefits:
Experience:
- service advisor: 4 years (required)
Licence/Certification:
- driving licence (required)
Work Location: In person
