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After-Sales & Customer Operations Manager
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After-Sales & Customer Operations Manager - Vehicle Collections
£40,000 to £55,000 plus performance related bonus
About Us
We are the clear market leader in our sector and one of the fastest-growing car buying companies in the world. In the UK we generate over 100,000 customer enquiries each month and book tens of thousands of vehicles over the same period through our high-traffic websites and nationwide operations. We have now launched across the United States, with multiple States already live and an ambitious plan to expand nationwide.
Our rapid expansion and success have been driven by outstanding people, a strong culture, and our ability to lean into the advantages of cutting-edge technology. We are not a speculative startup. We have been established for over 15 years, are highly profitable, and have achieved this scale without external funding. That gives us both security and momentum – and yet, despite our size, we have kept the excitement, energy and ambition of a startup. Our team is collaborative, ambitious and relentlessly driven to be the best and most exciting place to work in our sector.
Our aim is bold: to build a billion-dollar valuation within the next five years. Along the way, we want our growth to make a positive difference to others. We have already donated over £1 million to various charities, and as we scale, so too will our donations.
About the Role
We are looking for a hands-on, commercially minded manager with solid automotive knowledge—someone who understands key vehicle components (engine, gearbox, suspension, body panels) and how condition discrepancies affect value.
A major part of this role is skilled negotiation: keeping deals on track when issues arise at inspection, protecting margin, and ensuring revised valuations are fair, commercially viable, and professionally handled.
You will lead the After-Sales & Customer Operations team, who coordinate vehicle collections, manage discrepancies, negotiate adjusted prices, and handle customer complaints. Your leadership and judgement will be crucial in maintaining profitability and reducing cancellations.
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Key Responsibilities
Team Leadership & Structure
- Lead, support, and manage a team of After-Sales Coordinators, setting clear expectations and processes.
- Build a transparent, fair, and stable culture—with consistency in communication and behaviour.
- Ensure compliance with all operational and negotiation procedures.
After-Sales Operations
- Oversee the full lifecycle of vehicle collection once booked by Sales.
- Interpret inspection findings using your automotive knowledge to guide correct decision-making.
- Ensure the team assesses vehicle discrepancies accurately and follows structured negotiation guidelines.
Negotiation & Commercial Management
- Lead or oversee complex negotiations to keep deals in place where possible—without allowing unprofitable buys.
- Train and support the team in managing valuation changes confidently and commercially.
- Balance customer experience with strong commercial discipline.
- Make final decisions on disputed valuations, weighing risk, margin, and operational impact.
- Protect profitability while minimising unnecessary cancellations.
Customer Issue Resolution
- Handle escalated issues with a calm, professional approach.
- Explain vehicle-related problems clearly and confidently to customers when required.
- Implement improvements to reduce recurring customer or vehicle description issues.
Commercial Accountability
- Monitor KPIs including negotiation success, cancellation rates, profitability, and customer satisfaction.
- Ensure incentive schemes are used fairly and not manipulated.
- Identify process gaps and implement improvements.
- Produce regular reports and insights for senior leadership.
Cross-Functional Collaboration
- Work with Sales to improve accuracy in vehicle descriptions and pricing.
- Communicate closely with Transport and Finance to support smooth operations.
- Provide basic automotive guidance across departments.
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Skills & Experience Required
Essential
- Good mechanical knowledge (e.g., difference between an engine and gearbox, common mechanical issues, typical condition faults).
- Strong, proven negotiation skills—able to retain deals, manage expectations, and avoid loss-making purchases.
- Experience leading a team in an operational, customer service, or after-sales environment.
- Confident decision-maker with commercial awareness.
- Skilled in handling escalations, complaints, and disputes.
- Experience working to KPIs, performance targets, and structured processes.
- Excellent verbal and written communication skills.
Desirable
- Experience in salvage, used vehicles, inspections, logistics, automotive services, or related environments.
- Familiarity with valuation principles for used/scrap/salvage vehicles.
- Prior involvement in improving or restructuring teams.
Personal Attributes
- Strong, fair leader who can stabilise a team and build trust.
- Confident negotiator with sound commercial judgement.
- Resilient, calm under pressure, and proactive in solving problems.
- Consistent, transparent, and able to hold people accountable.
- Improvement-focused, not just reactive.
What We Offer
- Competitive salary + performance-related bonus.
- Opportunity to lead and improve a business-critical team.
- Supportive senior leadership and room to implement change.
Benefits and Perks
- Company pension scheme
- Comprehensive wellbeing and employee support programme
- Discounted gym memberships and on-demand GP service
- Retail and leisure discounts across major brands
- Regular team events and Christmas parties
- Free food Fridays and fresh fruit available for staff working on site
- Free on-site parking
- Discounted garage services for vehicle owners
- Counselling and financial assistance helplines
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