Job Description

Job Title:

Aftersales Manager (Volkswagen Group Franchises (Volkswagen, Skoda & Cupra))

Location:

Dungannon

Job Type:

Full-Time

Department:

Aftersales

Reporting to:

Franchise Director


With the development of our state-of-the-art facilities in Dungannon underway, and the arrival of Volkswagen Passenger Cars, Skoda and CUPRA due this autumn, there has never been a more exciting time to join Donnelly Group and advance your career, we can offer excellent facilities, industry leading pay and manufacture training.


As Aftersales Manager you will lead and manage the Aftersales department, ensuring outstanding customer satisfaction, strong profitability and adherence to Volkswagen Group standards. The role involves overseeing the service, parts and warranty operations while developing high-performing teams and processes to meet performance targets and customer expectations.

About the role

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Key Responsibilities:

Department Leadership:

Manage daily operations of service, parts, and warranty departments. Lead, coach, and motivate the Aftersales team to achieve departmental objectives. Ensure compliance with Volkswagen Group brand standards and operational processes.

Customer Service:

Drive exceptional customer experience and satisfaction across all aftersales touchpoints. Handle complex customer queries and complaints professionally and efficiently. Promote retention initiatives, including service plans and loyalty programs.

Financial & Operational Performance:

Achieve and exceed Aftersales profitability targets and departmental KPIs. Monitor and manage departmental budgets, forecasts, and P&L performance. Maximise workshop and technician efficiency, productivity, and utilization.

Compliance & Standards:

Ensure full compliance with health and safety, regulatory, and franchise standards. Oversee the accurate and timely processing of warranty claims. Maintain high standards in dealership systems, audits, and manufacturer programs (e.g., Mystery Shops, Aftersales Quality Measures).

Team Development:

Recruit, train, and retain skilled personnel within the service and parts departments. Conduct regular performance reviews, training, and development planning. Foster a team culture that supports collaboration and continuous improvement.

Key Skills & Experience Required:

Proven experience in an Aftersales Manager or senior service management role within a franchised dealership, ideally within the Volkswagen Group. Strong leadership and people management skills. Excellent commercial acumen with the ability to interpret financial reports and KPIs. High level of customer service orientation and communication ability. Up-to-date knowledge of automotive aftersales systems and processes (e.g., Kerridge/CDK, 1Link, VAG systems). A thorough understanding of warranty and service operations within a franchised environment. Full UK driving license.

Benefits:

Competitive basic salary with performance-based bonuses. Company car Manufacturer training and development programs. Contributory Pension Life assurance scheme Training available to ensure continued career progression Company Health & Wellbeing package which includes membership of Kingsbridge Hospital Diamond Club 30 days annual leave Cycle to work scheme
This is not an exhaustive list of duties, and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.

The company reserves the right to expand the short-listing criteria to facilitate the short-listing process.

Donnelly Group is an equal opportunities employer.



What you will need


Required criteria


Proven experience in an Aftersales Manager or senior service management role within a franchised dealership, ideally within the Volkswagen Group Strong leadership and people management skills Excellent commercial acumen with the ability to interpret financial reports and KPIs High level of customer service orientation and communication ability High level of customer service orientation and communication ability Up-to-date knowledge of automotive aftersales systems and processes (e.g., Kerridge/CDK, 1Link, VAG systems) A thorough understanding of warranty and service operations within a franchised environment * A full valid drivers licence