Brands: Peugeot | MG | Citroën
Department: Aftersales
Reporting to: Dealer Principal / General Manager
Location: Stafford Park, Telford
About Budgen Motors
Budgen Motors is a well-established and growing automotive retail group representing leading vehicle brands. We are looking for an experienced and driven Aftersales Manager to take responsibility for the day-to-day leadership and performance of our Aftersales operation at Stafford Park, representing Peugeot, MG and Citroën.
This is a key leadership role within the business, responsible for delivering an outstanding customer experience while driving strong commercial performance across the Service, Parts and Workshop departments.
We are looking for someone who can take ownership, lead from the front and create a high-performing, well-organised and customer-focused Aftersales operation.
THE ROLE
As Aftersales Manager, you will have overall responsibility for the performance, profitability and operational standards of the Aftersales department.
You will lead and develop the Aftersales team, ensuring that the Service, Workshop and Parts operations work effectively together to deliver excellent customer service, high productivity and strong financial results.
The successful candidate will have previous experience in an Aftersales management position within the motor industry and will be confident managing a busy multi-franchise dealership.
You will be commercially focused, highly organised and an excellent people leader, with the ability to identify issues quickly, put effective plans in place and hold your team accountable for delivering results.
KEY RESPONSIBILITIESLeadership & People Management
- Lead, motivate and develop the entire Aftersales team.
- Set clear expectations for all members of the department.
- Create a positive, professional and accountable working environment.
- Conduct regular one-to-one meetings, performance reviews and team briefings.
- Identify training and development requirements within the team.
- Manage performance issues promptly and in line with company procedures.
- Ensure all team members understand their roles, responsibilities and individual targets.
- Develop a strong team culture based on customer service, accountability and continuous improvement.
- Work closely with senior management and HR on recruitment, development and employee relations.
Customer Experience
- Take ownership of the overall customer journey within Aftersales.
- Deliver consistently high levels of customer satisfaction and CSI.
- Ensure customers are kept fully informed throughout the repair and servicing process.
- Ensure all customer concerns and complaints are dealt with quickly, professionally and effectively.
- Monitor customer feedback and identify trends requiring action.
- Ensure all customer commitments are delivered on time.
- Drive a culture where the customer is at the centre of every decision.
- Ensure accurate and professional communication with customers at every stage of the process.
Workshop Performance
- Take full responsibility for workshop productivity, efficiency and profitability.
- Monitor daily workshop performance and ensure targets are achieved.
- Manage technician productivity, utilisation and efficiency.
- Ensure workshop capacity is maximised and appointments are effectively planned.
- Monitor daily workload and job progress.
- Ensure all vehicles are progressed efficiently through the workshop.
- Ensure technicians have the correct parts, information and authorisation to complete work without unnecessary delays.
- Review outstanding work and ensure jobs do not remain unnecessarily open.
- Ensure accurate job card management and invoicing.
- Drive additional sales opportunities through effective Vehicle Health Checks and customer recommendations.
- Ensure VHC videos and customer updates are completed to the required standard.
Service Department
- Ensure the Service Advisors deliver an excellent customer experience.
- Monitor booking levels, customer retention and workshop loading.
- Ensure customers are contacted promptly regarding additional work and repair requirements.
- Monitor authorisation rates and ensure opportunities are maximised.
- Ensure all customer updates are recorded accurately.
- Maintain strong communication between Service Advisors, Technicians, Parts and customers.
- Monitor overdue and outstanding jobs daily.
- Ensure vehicles are ready for collection when promised.
- Drive service plans, maintenance packages and other Aftersales products.
- Ensure all manufacturer processes and standards are followed.
Parts Department
- Ensure effective communication between Parts and Workshop.
- Maintain strong parts availability and minimise vehicle downtime.
- Ensure parts are correctly ordered, received, booked into the system and allocated to the correct job.
- Monitor parts obsolescence, stock levels and profitability.
- Ensure parts processes are followed consistently.
- Work closely with Parts staff to minimise delays and improve workshop efficiency.
- Ensure manufacturer parts and warranty procedures are followed correctly.
Commercial Performance
- Take full ownership of Aftersales financial performance.
- Achieve agreed monthly and annual targets for:
- Labour sales
- Parts sales
- Retail Aftersales
- Customer retention
- Service plans
- Warranty
- Workshop productivity
- Technician efficiency
- CSI
- Gross profit
- Review daily and weekly performance against targets.
- Produce and present regular performance updates to senior management.
- Identify areas of underperformance and implement corrective action.
- Maximise all available revenue opportunities.
- Control departmental costs and ensure expenditure is commercially justified.
- Ensure all work is invoiced accurately and promptly.
Job Progress & Operational Control
A key responsibility of the role will be maintaining tight control of daily Aftersales operations.
The successful candidate will ensure:
- All jobs are planned and prepared in advance.
- Customers are pre-called where required.
- Parts are ordered and available ahead of appointments.
- Job cards are prepared and ready for customer arrival.
- Work is allocated efficiently to technicians.
- Job progress is reviewed throughout the day.
- Customers are updated proactively.
- Additional work is identified and authorised quickly.
- Vehicles are completed and invoiced without unnecessary delays.
- Outstanding work is reviewed daily.
- End-of-day job progress is accurate, clean and fully up to date.
- No vehicle or customer is left without a clear next action.
The Aftersales Manager will be expected to have a hands-on approach to daily management, actively walking the department, monitoring progress and resolving issues before they become customer complaints.
Manufacturer Standards & Compliance
- Ensure full compliance with Peugeot, MG and Citroën manufacturer standards.
- Maintain strong relationships with manufacturer Aftersales teams.
- Ensure warranty claims are submitted accurately and within required timescales.
- Monitor warranty performance and ensure manufacturer processes are followed.
- Prepare the department for manufacturer audits and visits.
- Ensure all manufacturer campaigns, recalls and technical updates are managed effectively.
- Maintain compliance with all company, manufacturer and legal requirements.
- Ensure health and safety standards are maintained across the department.
KEY PERFORMANCE INDICATORS
The Aftersales Manager will be responsible for delivering agreed performance against key measures including:
- Aftersales turnover
- Aftersales gross profit
- Labour sales
- Parts sales
- Workshop productivity
- Technician efficiency and utilisation
- Retail hours sold
- Customer retention
- Service plan penetration
- Warranty performance
- Vehicle Health Check performance
- Additional work authorisation
- Customer satisfaction / CSI
- Complaint resolution
- Workshop loading
- First-time fix performance
- Vehicle turnaround times
- Outstanding job control
- Departmental cost control
PERSON SPECIFICATIONEssential Experience
The successful candidate will have:
- Proven experience as an Aftersales Manager, Service Manager or senior Aftersales management professional within the automotive industry.
- Strong experience managing a busy workshop and service operation.
- Experience managing and developing a team.
- Proven commercial and financial understanding.
- Strong knowledge of workshop productivity and performance management.
- Experience working with manufacturer standards and processes.
- Experience managing customer complaints and escalations.
- A proven track record of delivering CSI and commercial targets.
- Excellent organisational and planning skills.
- The ability to work under pressure in a fast-paced dealership environment.
Desirable Experience
- Experience working with Peugeot, MG and/or Citroën.
- Multi-franchise dealership experience.
- Experience with manufacturer warranty processes.
- Experience managing Parts and Service operations.
- Experience with manufacturer audits and performance reviews.
- Experience using automotive dealer management systems and workshop management systems.
PERSONAL ATTRIBUTES
We are looking for an Aftersales Manager who is:
- A strong and confident leader.
- Commercially driven and target focused.
- Highly organised and disciplined.
- Customer focused.
- Proactive and solutions driven.
- Calm and professional under pressure.
- An excellent communicator.
- Able to make decisions and take ownership.
- Comfortable holding people accountable.
- Passionate about developing people and improving performance.
- Hands-on and visible within the operation.
- Able to build strong relationships with customers, colleagues and manufacturer partners.
- Focused on continuous improvement and operational excellence.
WHAT WE ARE LOOKING FOR
This is an opportunity for an experienced Aftersales professional who wants to take genuine ownership of a busy dealership operation.
The successful candidate will be expected to lead from the front, establish clear standards and create a culture where everyone understands what is expected of them.
You will be responsible for ensuring that the Aftersales department is well planned, commercially successful, operationally efficient and consistently delivers an outstanding customer experience.
You will have the authority and responsibility to identify areas of weakness, implement change and drive the department forward.
If you are an experienced Aftersales leader with a proven track record of delivering results, developing teams and improving customer experience, we would like to hear from you.
Salary & Benefits
- Competitive salary based on experience.
- Performance-related bonus opportunity.
- Company benefits package.
- Manufacturer training and development opportunities.
- Career progression within Budgen Motors.
- Employee vehicle benefits, subject to company policy.
- Pension scheme.
- Holiday allowance.
Salary: Competitive, dependent on experience.
Hours: Full-time, dealership hours including Saturdays as required.
Location: Budgen Motors, Stafford Park, Telford.
APPLICATION
To apply for this position, please submit your CV and a covering letter outlining your relevant Aftersales management experience and why you believe you are the right person to lead the Peugeot, MG and Citroën Aftersales operation at Budgen Motors Stafford Park.
Pay: £38,000.00-£45,000.00 per year
Benefits:
Work Location: In person
