Head of Aftersales & Customer Quality

Competitive package commensurate with the role

We are looking for an experienced and inspirational leader to lead the Aftersales and Customer Quality function across our Hyundai, Omoda & Jaecoo, Lotus and Alpine Division. This role is responsible for delivering outstanding customer experiences, operational excellence and profitable growth through exceptional leadership of our Service, Parts and Customer Quality teams.

Our ideal candidate will possess strong commercial acumen, relationship management. communication, negotiation and presentation skills.

The Company

At Endeavour Automotive, our vision is to develop our business to one that we can all be proud of and we can only achieve this by attracting and developing the very best talent and delivering outstanding customer service. We put a lot of time and effort into finding and nurturing the very best candidates for every role; recognising and rewarding achievements of our team members and supporting their personal development.

We are one of the UK’s fastest growing dealer groups representing the Volvo, Hyundai, Polestar, Lotus, Alpine, Omoda and Jaecoo brands across dealerships in London, Buckinghamshire, Hertfordshire, Suffolk and Essex. We are currently looking for an engaging and highly motivated Head of Aftersales & Customer Quality to join our team.

What you will do

• Lead and manage the aftersales teams within group, implementing aftersales strategies to boost turnover and net profit growth across the division.
• Deliver industry-leading customer satisfaction measured through manufacturer customer experience metrics, online review scores and customer advocacy.
• Coach and mentor the Service and Parts teams with best practice to achieve set goals and a unified operating model across all dealerships in Division
• Drive operational consistency across every franchise and location in Division
• Work hand in hand with the OEM partners in implementing and delivering growth strategies in line with stakeholder objectives – fostering excellent working relationships
• Ensure compliance with company policies and standards in line with Endeavour Automotive and OEM requirements through the aftersales function.
• Lead the divisional Customer Quality strategy, ensuring customer concerns are resolved quickly, root causes are identified and best practice is shared across every dealership.
• Develop one consistent operating model across every dealership, ensuring every customer receives the same high standard of service regardless of location or franchise.
• Build trusted relationships with our manufacturer partners, representing Endeavour Automotive professionally and ensuring all divisional objectives are achieved.

Who you are

As a person, you are curious, creative, inspiring and enthusiastic. You have a customer-centric mindset, very strong communication skills, and an empathetic instinct which allows you to understand the needs of people around you. You are full of energy, self-motivated and make things happen – never settling for just the status quo.

As a leader, you are supportive of your teams and are happy to provide a high level of support to drive change and development. You provide guidance and communicate clearly to ensure the consistency of processes always being followed and you promote and maintain a trusting environment that brings out the best in your teams to be able to achieve high results. You are financially astute and can make informed commercial decisions using data and insight and can own results and create a culture of responsibility. You always put the customer at the heart of everything that you do.

Your experience

• Proven track record in a Senior Aftersales role within the franchised automotive industry
• Strong leadership and coaching skills
• Attention to detail
• Multi-site and remote management experience
• In-depth Service and Parts understanding
• Excellent problem- solving abilities
• Ability to inspire and motivate teams
• Commitment to delivering exceptional customer service
• Strong OEM relationships
• You challenge existing ways of working and continuously look for opportunities to improve performance, customer experience and colleague engagement.

This is an opportunity to help shape one of the UK's fastest growing automotive groups. We're looking for someone who wants to build outstanding teams, create exceptional customer experiences and establish an aftersales operation recognised as one of the very best in the industry.If this sounds like you, please send your CV to careers@endeavourautomotive.co.uk to be considered for this new and exciting role.

Note: We are not accepting applications or CVs submitted via Recruitment Agencies for this role.