Head of Aftersales

Head of Aftersales – BMW-MINI (field based)

This is a regional based role and could be based anywhere within our BMW-MINI network 

Want to be the best you can be? It's what drives us too.

Reporting the Aftersales Director you will be responsible for the growth and development of the Aftersales operation. You will have previous extensive experience in Aftersales either working in a multi-site environment or a single site with excellent communication and organisational skills with strong leadership skills and evidence of delivering outstanding customer service.

What we can offer you

• Enjoy 33 days of annual leave (including bank holidays) to rest and recharge
• Save money every day with our exclusive retail discounts
• Drive a great deal with discounts on new and used cars, plus servicing offers
• Plan for the years ahead with our company pension scheme
• Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter
• Commute for less with our cycle-to-work scheme
• Prioritise your wellbeing with dedicated support for you and your family
• 24/7 access to healthcare professionals, ensuring you get the expert advice you need quickly and easily
• Make a difference with a paid day to volunteer in your community
• Invest in your future with our company share purchase plan
• Earn financial rewards when you refer a friend to join the team
• Keep learning and growing with our training and development opportunities for everyone.
• Life assurance with the option to increase cover
• We’re open to flexible working options – just ask

What you’ll do day to day

• Focus on the growth and development of Aftersales for Group 1 UK, specifically the appointed franchise division(s) of responsibility.
• Ensure that all Aftersales departments across the group provide the best possible customer experiences in line with OEM and group standards.
• Support stores in the franchise network to achieve financial budgets, attain excellence in key Aftersales functions, deliver process improvements, meet customer contact and experience expectations, support team development and workforce planning.
• Work with all stores to ensure they are operationally and culturally focused on achieving high levels of customer experience across OEM scores, Google and online reviews, complaint resolution and customer response upon escalation.
• Support the Heads of Business’ and aftersales management teams’ business partnership with the OEM.
• In collaboration with the stores and under the guidance of the Aftersales Director, manage and execute on all key aftersales functions
• Work with all aftersales teams to ensure they understand, maintain and implement a customer focused environment.
• Lead onsite aftersales management teams to carry out regular performance reviews and colleague coaching to manage and develop performance for every team member in line with OEM and group expectations.
• Support, train, and coach teams to achieve expected standards regarding process, customer journey, system use and customer contact.

Helpful skills and qualifications

Don’t worry about ticking off every single skill here − if you care about delivering great experiences as much as we do, we want to hear from you.

Previous experience of working within the automotive industry

• Applications welcomed from existing General Managers / Heads of Business with an Aftersales background.
• Multi-site experience within an Automotive retail environment or extensive aftersales experience
• Able to influence, motivate and manage a team effectively
• Maintain methodical and logical approach to varying workloads
• Will be able to meet deadlines and prioritise workloads

Be part of something big 

Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail. 

But you don’t need to love cars to work with us - just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people 

Our Values

At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do.

Respect - Integrity - Transparency - Teamwork – Professionalism

These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.