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Customer Care Manager - Maidstone Audi - East Kent
£27000 - £35000 per annum
This exciting opportunity exists within our Maidstone Centre
**All applicants must follow the online application process** Audi is a manufacturer of exquisite cars - beautiful, sophisticated machines that embody technological perfection. Our success is built on our core values of creativity, commitment and enthusiasm, and keeping our customers' desires at the heart of everything we do. We strive to lead the way through constant innovation, setting new standards that define Vorsprung durch Technik Responsibilities: To effectively manage the Aftersales Team to deliver industry leading customer service scores. To manage the "customer journey" to ensure every customer needs are understood and exceeded through ensuring the team meet their commitments and follow processes. To deliver targeted daily labour sales from the Service team along with associated Aftersales product sales, ie. Tyres, oil, SMART repairs. To initially handle all incoming Aftersales complaints and deliver a "win win" result for the customer and the business which ensures a long lasting and mutually beneficial relationship. To be responsible for ensuring that all completed jobs are invoiced same day where possible. To be responsible for the effective management of Goodwill policies. To be responsible for ensuring that Aftersales policies and processes are adhered to, to ensure the business is fully complaint to Inchcape and Audi. Provide daily reports on team and departmental performance. To engage with and manage team performance throughout the department with the support of the Aftersales Manager. To identify and manage good or bad performance and take appropriate action. To provide direct support and cover for the Aftersales Manager. When required to provide reports and forecasts. To effectively manage the front of house holiday to ensure sufficient cover is provided for the delivery of exceptional customer service and profitability. When required in periods of unforeseen circumstances to provide cover for Service Advisors. Previous Aftersales experience within a modern franchised dealership. Effective Communicator. Exceptional attention to detail. Desire to meet and exceed customer expectations. Commercially aware with a keen eye to spot business opportunities. Dynamic, flexible and willing to go above and beyond to deliver results. Financial awareness - ie. Profitability and cost/benefit. Exceptionally well presented. Computer literate. Strong team leader focussed on delivering results through people. Evidence of a desire and history or challenging opinions and performance. Evidence of delivering exceptional customer service. Evidence of delivering exceptional KPI's. Full UK Driving License Right to work in the UK. Complete desire to work honestly and with complete integrity. Desirable: Aware of the accounting practices of a modern Aftersales Operation. Audi brand experience - (desirable but not essential - prestige Automotive preferable). Parts department knowledge - (desirable but not essential).
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