Fintellect Recruitment
Senior Aftersales Manager | Manchester
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Senior Aftersales Manager | Manchester
Ready to take ownership of a critical customer function within a fast-growing, FCA-regulated business?
We're partnering with an award-winning automotive finance business that's built an outstanding reputation for putting customers first. As the business continues to grow, they're looking for an experienced Senior Aftersales Manager to lead a high-performing team while taking ownership of the most complex customer cases, regulatory escalations and operational improvements. This is a full-time, office-based role in Manchester, offering the opportunity to work closely with senior stakeholders and your team, driving collaboration, coaching and continuous improvement across the aftersales operation.
The Opportunity
You'll be responsible for leading the Aftersales team whilst acting as the senior escalation point for complex complaints and high-value customer cases. Working closely with dealerships, lenders and internal stakeholders, you'll balance exceptional customer outcomes with strong commercial awareness and regulatory compliance. Alongside day-to-day leadership, you'll play a key role in improving processes, reducing operational costs and identifying opportunities to enhance both the customer journey and business performance.
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Key Responsibilities
- Lead and develop a successful Aftersales team, creating a high-performance culture.
- Take ownership of complex, high-risk complaints and customer escalations.
- Build strong relationships with dealerships, lenders and third-party partners.
- Drive operational improvements, cost efficiencies and better customer outcomes.
- Ensure all activity meets FCA regulations and Consumer Duty requirements.
- Analyse complaint trends, identify root causes and implement lasting improvements.
- Produce meaningful MI and recommendations for senior leadership.
- Act as a trusted senior stakeholder, influencing decisions across the business.
About You
We're looking for an experienced people leader who combines strong commercial awareness with an excellent understanding of FCA-regulated customer operations.
You'll ideally have:
- Experience managing Aftersales or Complaints within an FCA-regulated environment.
- Strong knowledge of the automotive sector, including dealer relationships and post-sale processes.
- Excellent understanding of FCA regulations, Consumer Duty and complaint handling.
- Proven ability to lead, coach and develop high-performing teams.
- Strong stakeholder management and negotiation skills.
- A commercial mindset with a focus on improving customer outcomes whilst managing costs.
- Analytical skills with the ability to use data to drive operational improvements.
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What's on Offer?
- Competitive salary, with excellent scope for internal salary progression.
- Performance-related bonus.
- Comprehensive pension, life assurance and income protection.
- Private healthcare benefits and extensive wellbeing support.
- Flexible family-friendly policies.
- Retail, travel and lifestyle discounts.
- Birthday off, volunteer days and regular team events.
- A collaborative, people-first culture with genuine opportunities for career progression.
If you're an experienced operational leader looking for a role where you can make a real impact in a thriving, office-based environment, we'd love to hear from you.
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