Job Description

Aftersales Manager / Customer Service Manager

Full job description - Aftersales Manager / Customer Service Manager

The Company:

Phantom Motor Company Limited is an independent prestige & performance specialist, born in 2007 and based out of Hindley/Wigan. We currently have an exciting and rare opportunity for an experienced Aftersales Manager / Customer Service Manager to join our brilliant team. The opportunity is one that does not come around often due to our family like culture and staff retention.

Salary:

(Depending on experience)

Job Type:

Full-time, Permanent, Mon-Fri 08:30 - 17:30 - Working one Saturday a month 08:30 - 17:00

About the Role:

We are looking for an experienced Aftersales Manager / Customer Service Manager to lead and develop our aftersales team. With a team of dedicated colleagues, you'll inspire, coach, and lead your team to achieve objectives, all while building a collaborative and high-performing environment.

The role requires you to lead from the front, demonstrating strong organisational skills, excellent customer service skills, and setting expectations throughout the team. This is an exciting opportunity for a passionate and results-focused leader to make a real impact, ensuring a smooth post-sale experience for our customers.

You will manage day-to-day customer service activities, handle escalations, improve processes, and work closely with sales and operational teams to deliver an excellent customer journey.

Key Responsibilities:

Manage and motivate the aftersales/customer service team Oversee customer complaints, and escalations, ensuring timely and effective resolution Develop and improve aftersales processes to enhance customer satisfaction Monitor KPIs, response times, and service quality Act as the main point of contact for complex customer issues Recruit, train, and develop team members to build a high-performing, customer focused workforce. Manage day-to-day operations of the aftersales department, including workshop loading, efficiencies, WIP, stock control, returns, and exchanges.

Requirements

Proven experience in an Aftersales Manager, Customer Service Manager, or similar leadership role Strong people management and coaching skills Excellent communication and problem-solving abilities Ability to handle escalated customer issues professionally and calmly Strong knowledge of consumer rights act 2015 Organised, proactive, and customer-focused mindset Confident using CRM systems and customer service software Minimum 3 years management experience is essential

What we are looking for:

Proven experience in a similar Motor Trade role is essential A hands-on leader willing to step in wherever needed Ambitious, target-driven, with a track record of exceeding performance goals Skilled in training, coaching, and motivating Service and Parts teams to achieve their full potential Customer-focused with an unwavering commitment to exceptional service and a customer-centric team culture Excellent interpersonal, organisational, and communication skills Innovative and open to new ideas for driving performance Minimum 3 years management experience is essential A full and valid UK driving licence

What we offer:

Competitive salary based on experience Opportunity to make a real impact in a growing business Supportive management and positive working environment.
Job Type: Full-time

Benefits:

Company events Company pension Free parking
Ability to commute/relocate:

Wigan WN2 4GS: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 5 years (required)
Language:

English (required)
Licence/Certification:

Driving Licence (required)
Work authorisation:

United Kingdom (required)
Work Location: In person