Basic Salary: £50,000 OTE: £65,000+

We are seeking an experienced and commercially driven Aftersales Business Manager to join our Senior Leadership Team at our established dealership. This is a key leadership position with full responsibility for the performance, development and profitability of the entire aftersales operation, encompassing Service, Parts, Workshop and working closely with our Preparation Site Manager involving SMART Repairs and Alloy Wheel Refurbishment.

We are looking for someone who combines strong commercial awareness with excellent people management skills and the ability to identify opportunities, implement improvements and drive sustainable business growth.

West End Garage is a family-owned business, operating from these premises for 57 years. We are a well-established Kia dealership with over 16 years of partnership with the manufacturer. We are committed to strengthening this relationship through continued investment, sustainable growth and profitable operations, whilst consistently striving to deliver the highest possible levels of customer service.

As an independent family business, we can be nimble and adapt quickly to meet market conditions or implement beneficial changes.

Our Senior Management Team includes active business owners, an Operations Director, Sales Managers and an on-site Accounts Manager.

An Established Operation with Significant Opportunity West End Garage has developed and invested in a diverse aftersales operation over many years, supported by the direct involvement of the business owners.

Our facilities and existing infrastructure include:

• 8-bay workshop and dedicated MOT bay.
• Three tyre fitting and balancing machines.
• Fully equipped SMART repair facilities.
• Specialist diamond-cut alloy wheel refurbishment facilities, including preparation equipment, lathe and spray booth.
• Dedicated Parts Manager.
• Three Service Advisors and Reception Manager.
• Two dedicated Booking Clerks.
• Dedicated Warranty Administrator.
• In-house vehicle rental department supporting service customers, warranty replacement vehicles and wider retail and leasing opportunities.
• A high-performing vehicle sales operation selling over 1,400 vehicles annually.

Working directly with the business owners and Operations Director, the successful candidate will have the opportunity to influence business strategy, identify investment opportunities and implement operational improvements.

We are looking for someone who takes ownership, challenges existing practices constructively and has the confidence to make decisions that deliver measurable improvements.

The Opportunity Ahead

We believe there is considerable potential to further develop our aftersales operation. The successful candidate will be encouraged to bring fresh ideas, identify new revenue opportunities, improve departmental efficiencies and build on the infrastructure already in place. We are not simply looking for someone to maintain the status quo. We want someone with the ambition, commercial ability and leadership skills to take the business forward, develop our people and deliver sustained improvements in performance and profitability.

Key Responsibilities

Leadership & Team Development

• Provide progressive leadership, identifying opportunities to improve customer service, productivity and overall departmental performance.
• Lead, motivate, coach and develop the aftersales teams, including departmental managers, Service Advisors, Warranty Administrators, Booking Clerks, Vehicle Technicians and Apprentices, Parts Advisors, SMART repair technicians and Alloy Wheel Technicians.
• Recruit when required and develop a positive, accountable and performance-driven working environment.
• Manage holiday and training schedules, ensuring appropriate staffing levels and operational cover.
• Support individuals in their training, career development and personal ambitions.

Operational Management

• Oversee the daily operation of the Service, Parts, Workshop, SMART Repair and Alloy Wheel departments.
• Ensure efficiency, productivity and effective resource utilisation across all departments.
• Identify opportunities to improve processes, working practices and operational performance.
• Ensure appropriate staffing and management cover across the seven-day operation.
• Maintain high standards of operational organisation and manufacturer compliance.

Financial & Commercial Management

• Take ownership of departmental budgets, turnover and profitability.
• Monitor key performance indicators, prepare monthly forecasts and analyse performance against targets.
• Identify opportunities to improve labour sales, parts sales, departmental margins and overall profitability.
• Plan sales targets and profit performance, identifying areas for growth and implementing appropriate strategies.
• Present departmental performance and future forecasts to the Dealership Accountant and Company Directors.

Customer Service & Retention

• Champion exceptional customer service throughout all aftersales departments.
• Drive customer satisfaction, loyalty and retention.
• Take ownership of escalated customer complaints, ensuring effective and timely resolution.
• Work closely with customer-facing teams to develop their skills and consistently deliver excellent customer experiences.
• Identify opportunities to improve customer retention and strengthen the dealership's reputation.
  

Sales & Business Development

• Develop strategies to increase revenue from aftersales services, parts and accessories.
• Identify opportunities for additional sales and promote cross-departmental business.
• Analyse departmental performance and customer trends to maximise revenue opportunities.
• Develop marketing initiatives and promotional activity to stimulate demand during quieter trading periods.
• Work with other departments to maximise opportunities arising from the wider dealership operation.

Compliance & Standards

• Ensure adherence to company policies, GDPR, manufacturer standards, DVSA MOT standards and procedures, and health and safety legislation.
• Maintain accurate warranty administration and ensure claims are submitted correctly and monies recovered promptly.
• Ensure high standards of workshop operation, administration and regulatory compliance.
  

Collaboration & Senior Management

• Work closely with other department managers to ensure seamless customer journeys and support overall dealership performance.
• Work directly with the business owners, Operations Director and Dealership Accountant on business performance, forecasting and future development opportunities.

Required Skills & Qualifications

• Significant management experience within an automotive aftersales environment, preferably with responsibility for multiple departments and departmental profitability.
• A proactive and hands-on leadership style, with the ability to inspire, motivate and develop a team.
• Strong business and financial management skills, including P&L responsibility, budgeting and forecasting.
• A good understanding of dealership operations, workshop productivity, parts performance and manufacturer standards.
• Excellent communication and organisational skills, with the ability to deal effectively with customers, employees and senior management.
• A good general knowledge of the automotive industry and vehicle mechanics to support the management of technical teams.
• A commercially minded, solutions-focused approach, with the confidence to identify opportunities and implement improvements.

Above all, you will be someone who enjoys leading people, developing a business and delivering measurable results. This is a senior leadership position pivotal to the dealership's ongoing profitability, customer retention and future growth.

Salary & Rewards

We understand that great employees deserve to be rewarded, which is why we offer an attractive package:

• £50,000 basic annual salary.
• £15,000 annual performance-related bonus.
• £65,000 on-target earnings, with additional earning potential for overachievement.
• 28 days annual holiday, including bank holidays.
• Staff car scheme for you and your family, offering up to two vehicles following successful completion of probation.
• Company pension.
• Investment in training and professional development.
• Employee discounts.

Working Arrangements

• Full-time, permanent position.
• Based at West End Garage Kia, Woking (GU24 9LS).
• Average working week of 45–47 hours.
• The aftersales operation runs seven days a week. The successful candidate will be responsible for ensuring appropriate management and staffing cover across the operation, including weekend cover when required.

This is an excellent opportunity for an ambitious and experienced automotive professional to take ownership of an established, multi-department aftersales operation and play a significant role in its continued development.

With the support of an experienced Senior Management Team and direct access to the business owners, you will have the opportunity to influence decisions, develop your teams and make a genuine difference to the performance and profitability of the business.

If you are commercially minded, passionate about developing people and capable of driving operational excellence, we would like to hear from you. To apply, please send your CV and a covering letter to our Training & Development Manager, Jake Dunne: jakedunne@westendgarage.co.uk