We are currently seeking a BYD Service Manager to join the team at Gates of Stevenage.

To lead and be accountable for the Dealerships BYD aftersales operation, providing a positive BYD customer experience & achieving budgeted sales volume, profit targets and quarterly NPS objectives. To create & maintain high standards of quality and customer satisfaction.

Key Tasks and Responsibilities:

• To be accountable for the Dealerships BYD aftersales operation, with full responsibility for its profit and loss, reporting to the Aftersales Manager

• To oversee the BYD aftersales customer experience from first contact and booking through to vehicle handover, ensuring that customer feedback is positive and that quarterly NPS objectives are achieved

• To receive and evaluate BYD’s published NPS and customer satisfaction reports relating to the Company. To arrange for all employees within the BYD aftersales team to be appraised of these results and motivated to do the things necessary to ensure that the Company’s standing in all satisfaction ratings and league tables exhibits consistent and sustained improvement

• To evaluate constantly the trading performance of the BYD aftersales operation compared to budget, identifying any deviations of labour-cost, turnover, warranty costs, productivity, margin or profit to ensure that appropriate action to achieve correction is taken in good time. To monitor operating control performance on a regular basis by way of the daily reporting information and monthly management accounts

• To identify and eliminate any instances of inefficiency or poor performance throughout the BYD aftersales operation, introducing improvements coupled with modern techniques of control. To carefully monitor and control all departmental expenditure, eliminating waste and/or inefficiencies wherever possible and authorising all BYD aftersales invoices for payment

• Leading by example, to work with the BYD aftersales personnel (between 3 and 5 direct reports), directing them on day to day enquiries and planning and encouraging their development with the regular setting and reviewing of performance targets, helping them rapidly to become effective and accountable personnel that achieve their goals

• Through the processes of effective recruitment, training, development, counselling, control and leading by example to build a BYD aftersales team fully capable of successfully handling current and planned workloads and objectives

• By careful planning, establishing priorities and delegation to ensure that daily, weekly and monthly objectives are achieved throughout the BYD aftersales operation. To create maximum amount of time each working day to be spent managing activities, i.e. researching, developing, planning, delegating, controlling and communicating, as opposed to more basic doing and fire-fighting activities

• To work with and support the Assistant Parts Manager in all areas

• Communicating with the sales operations at frequent intervals, to ensure that new and used BYD vehicle preparation always occurs rapidly and in-line with the published Company vehicle preparation standard

• To support the Aftersales Manager and contribute upon request to the longer-term planning, direction and success of the business

• To ensure that all BYD aftersales areas are maintained in a clean and tidy condition. To be responsible for your own safety and that of all employees and visitors within the BYD aftersales department

• Perform equipment inspections, adjustments and certifications

• Effectively handle multiple priorities, organise workload, and meet deadlines

• Building strong relationships with external customers and securing long term business

• Dealing with dissatisfied customers and managing complaints

• Prospect for customers to ensure an adequate sales volume

• Maintain awareness of BYD products, repair methods and aftersales programmes, and of wider industry methods, practices and systems

• To ensure quality system requirements are complied with

• To carry out monthly health and safety audits within the BYD aftersales department

• To ensure the Company’s health and safety and related policies are always complied with

• To carry out any additional tasks as requested

• This role is categorised as an “Customer Facing Departments” and employees within this role will need to adhere to the requirements of this clause under the Dress and Appearance Policy detailed in the Employee handbook.

Key Performance Indicators:

• Repair turnaround: to ensure that vehicles come in and go out repaired within 3 days where possible.

• Bookings: to oversee all BYD aftersales bookings, ensuring they are taken accurately and scheduled against available workshop time.

• Workshop capacity: to control workshop capacity so that it is fully used without being overbooked

• Job issuing: to issue jobs to Technicians, allocating work efficiently and according to skill and priority

• Upsell: to ensure that additional work identified is presented to the customer, followed up and converted

• Loan cars: to administer the loan car fleet, including allocation, condition and cleanliness of vehicles, and to ensure that all claims are submitted to the manufacturer accurately and on time

• Repair process: to ensure that Technicians adhere to the repair process on every job

• To manage and resolve all CCTS complaint tickets from BYD promptly and to the customer’s satisfaction

• Maintain manufacturer Tooling standards

• Ensure accurate Warranty administration

In order to be successful for the BYD Service Manager position, you must have:

• A professional appearance and manner

• Excellent customer service skills

• Good organisational skills

• The ability to lead a team

• Good management skills

• The ability to work under pressure

• The skills to lead and coach others

Working Hours: 42 hrs per week (Monday - Friday), Saturdays Tri-weekly

Salary: Negotiable depending on experience

Benefits: 25 Days Holiday Allowance, Company Pension Scheme, Staff Discount on Vehicles and Servicing, Career Development

Gates are an equal opportunity employer. We do not discriminate on the basis of race, ethnicity, gender, age, religion, disability or other characteristics. Our hiring decisions are made using an unbiased approach and we are committed to creating an inclusive environment for all employees and candidates to feel welcome.

Reasonable adjustments: All interviews assess the skills of the job itself and should not put you at a disadvantage of your disability/condition. If you require reasonable adjustment, please let us know so we can accommodate you. To do this, please include your reasonable adjustment requirements during the application stage or contact the person who offered you an interview. You do not have to disclose your condition when you are applying for a role with us. The Equality Act 2010 defines a disabled person as someone who has a physical or mental impairment that has a substantial and long-term negative effect on their ability to do daily activities.