Job Title: Duty Manager - Aftersales
Salary: £32,000 to £45,000 depending on experience
Benefits: company car OR car allowance and up to 15% annual bonus
Location: BCA Paddock Wood
Working Hours: Monday to Friday
Type of Employment: Permanent
Join the UK’s largest B2B used vehicle service
At BCA, we’re altogether, more. More than just a normal vehicle remarketing company. More than just any other place to work. We’re Europe's largest vehicle remarketing company, the backbone of the UK’s automotive supply chain, the best place to build the career you want.
Now, this is where you fit in…
We’re looking for down-to-earth people, with bags of energy, ready to make their mark on the automotive industry. Our Site Operations and Driving teams play a vital role across our business. Here you can build on your knowledge and find your specialty at one of our sites or on the road – the opportunities are endless.
Main purpose of the role:
To support the Centre Manager through fulfilling the role of duty manager, overseeing all aspects of the operation as required, including health and safety, production, logistics and aftersales.
To deliver all elements of effective people management including recruitment, training, performance management, communication and wellbeing.
To deliver industry leading levels of customer service ensuring a high-quality collection experience and that complaints are resolved in a timely, professional and cost-effective manner.
Your key responsibilities will be:
Duty Management:
- Deputise for the Centre Manager and other Duty Managers as required, leading across the entire site.
- Support a culture of safety ensuring standards are met and any non-conformances swiftly addressed.
- Handle queries and complaints raised by either internal or external stakeholders through to swift and professional resolution.
- Share responsibility for ISO and Security with the rest of the Management Team.
- Handle queries and complaints raised by either internal or external stakeholders through to swift and professional resolution.
- Take on other responsibilities outside of normal role as required.
People Management:
- To manage all elements of the employee lifecycle including onboarding and offboarding.
- Performance management of the team including training, coaching and appraisals to ensure both optimum performance and talent pipeline.
- Conducting grievance and disciplinary processes.
- Effective workforce management, including absence planning, ensuring optimum staff levels at all times and adherence to working time directive.
- Effective communication to team ensuring awareness of results and key priorities.
Operational Management:
- Accountable for vehicle production administration, including data entry and document management.
- Ensure adherence to BCA Standard Operating Procedures.
- Managing the Click and Collect process ensuring a consistent, positive buyer experience and efficient dispatch to hauliers.
- Liaising with central claims team to ensure that any issues are resolved promptly and recorded accurately, ensuring trends and root causes are identified and minimised.
- Ensuring all requests for information or action from the central Call Centre are actioned within SLA.
- Identifying any patterns, trends, and opportunities for improving performance and working with the Centre Manager and VE Team to set and monitor KPI’s across the Centre
To be successful, you’ll bring some of the following experience with you:
- Experience in a line manager or team leader role
- Able to demonstrate high-level organisational skills and an ability to communicate a variety of information and instruction to operational team members and first line supervisors
Technical skills:
- Delegate responsibility appropriately and effectively
- Ability to motivate a team to deliver objectives and meet targets
- Good report generation and presentation abilities
- Excellent attention to detail
We’ve put everything in place to ensure you thrive. Competitive salaries, strong core values and an excellent benefits package that includes:
Onsite parking
Company Pension Scheme
Cycle to work scheme
An Employee Assistance Programme
Enhanced maternity, paternity, and adoption leave
Access to trained Mental Health First Aiders
Access to BCA Rewards which provides online and store discounts with a range of retailers
And so much more…
BCA Academy
Our business is growing and evolving at a significant rate and we need to ensure we have the right people with the right skills in order to maintain its success. We need to build our own talent now for the future. It is for this reason we have our own IMI approved training academy. The BCA Academy is there to support your technical training needs.
As the automotive industry changes, we’re changing with it - putting our people in the front seat for the journey. We’re the number one in what we do for a reason and that’s because of the people we have on our teams. If you want to be a part of a business like this; unrivalled, exciting and appreciative of the work you do, join BCA.
We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible.
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.
