Network Aftersales Coach

Position Summary:

Engage Heads of Business, Aftersales Management and Teams, in the business activity from launch, to ensure buy-in and implementation of agreed action-plans and sustainability.

Assessing designated businesses current processes, activities and cultures using programme tools in order to prioritise areas for improvement.

Delivering a structured coaching approach to designated businesses to deliver real and sustainable improvements in processes, communication and team working to deliver improved customer satisfaction and commercial performance.

Ensuring service levels are maintained to the client by consistently applying the coaching structure, using agreed analysis tools and presenting a professional image.

Role Purpose

To work with Retailers within the Volkswagen Group network to support improvements across a number of key performance indicators.

Role Scope

Working as part of a team to:

Deliver improvements in a number of aftersales based Key Performance Indicators

Working with business management and staff to root cause areas of underperformance and coach improved techniques in:

• Customer Satisfaction
• Commercial performance (EVHC)
• Customer preparation and Technical Pre Plan
• Team working and communication
• Process improvement and quality management
• Quality control processes and analysis
• VWG systems understanding and utilisation
• Facilitating sustainable solutions and continuous improvement
• Staff development
• Ability to prioritise workload to deliver agreed contracted days
• Accurate and timely Administration
• Visit Reports and SMART Actions
• Consistent use of agreed analysis tools to aid root cause analysis and objective feedback to client
• MSXI Activity tracking, Expenses, Mileage
• Build a close working relationship with VWG Area Teams other manufacturer field teams.

Experience

• The successful candidate will need to possess a strong working knowledge of Dealer aftersales processes
• The ability to develop individuals in order to improve and sustain performance is imperative
• Previous / current experience of working in a regional or national role for a vehicle manufacturer and / or franchised dealer group would be an advantage.
• Demonstrable experience in business coaching and change management would be a strong advantage

Key Competencies

• Ability to inspire, coach and influence others to achieve results
• Ability to communicate at multiple levels
• Outgoing and energetic
• Understanding of franchised dealer business best practices
• Excellent communication, interpersonal and analytical skills
• Accurate and timely Administration
• Flexible approach to work a self-sufficient, self-starter
• PC literate

Working Pattern and Location:

Permanent

Monday-Friday

Location: Field Based

Package

£40,000 - £45,000 per year

25 days annual leave entitlement

Company contributory pension plan

Healthcare scheme

Life Assurance

Company car

You can read more about MSX International on our website: MSX International

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