Head of Aftersales

Job Title: Head of Aftersales (Field-Based)

Location: Regional – within Carsa Service Group Network

Salary: OTE £42.500

Department: Aftersales

About Us:

At Carsa, our mission is to evolve the UK’s car buying journey with a seamless, convenient, and affordable omni-channel experience, offering customers exceptional choice, great value, and a reliable service.

Our company values drive everything we do:

• Customer-Centric Innovation – Delivering Value & Convenience
• Innovation & Agility – Driving the Future of Automotive Retail
• Collaboration & Integrity – Stronger Together
• Sustainable Growth & Responsibility – Building for the Long Term

Role Overview:

We are looking for a dynamic and experienced Head of Aftersales to lead the growth, performance, and customer excellence of our Aftersales operation across a multi-site, field-based network. Reporting to the Operations Director, you will play a critical role in aligning store operations with Carsa’s customer-first culture and operational standards.

This role is field-based and can be located anywhere within the Carsa Service Group network.

You’ll bring a strong background in aftersales leadership, ideally from a multi-site automotive or franchised retail environment, with a proven track record of delivering results, driving team performance, and enhancing customer satisfaction.

Key Responsibilities:

Leadership & Strategy

• Drive the strategic growth and development of the Carsa Aftersales operation across all locations.
• Lead and coach regional aftersales management teams to deliver a consistent and exceptional customer journey.
• Embed a customer-first culture in all aftersales teams, aligning with group values and operational standards.
• Set and communicate clear performance objectives for all aftersales colleagues and provide regular feedback.

Operational Excellence

• Ensure consistent delivery of aftersales services and standards across all sites.
• Collaborate with store leadership teams to achieve financial targets and process improvements.
• Oversee the implementation and ongoing management of all key aftersales processes (e.g. SMR, complaints, customer contact).
• Work closely with teams to meet KPIs, optimise operational performance, and improve key customer metrics including Google and review scores.

Customer Experience & Service Quality

• Ensure all aftersales departments deliver outstanding service and swift resolution of customer escalations and complaints.
• Champion the use of customer feedback to drive improvements in service and process.
• Lead the development and implementation of systems and frameworks to consistently elevate the customer experience.

People Development & Coaching

• Carry out regular onsite performance reviews and support the development of Personal Development Plans (PDPs) across teams.
• Coach and mentor aftersales managers to improve leadership capability and team performance.
• Work collaboratively with HR and training functions to upskill teams and ensure alignment with company objectives.
• Support workforce planning and recruitment efforts in line with Carsa’s future growth.

What We’re Looking For:

• Significant experience in an automotive aftersales leadership role, ideally across multiple sites.
• A passion for delivering exceptional customer service with measurable impact.
• Strong leadership skills with the ability to inspire, coach, and develop high-performing teams.
• Commercial acumen with a clear understanding of financial targets, budgets, and KPIs and proven P&L responsibility
• Outstanding organisational and communication skills.
• A results-driven mindset with the ability to balance strategic direction and hands-on support.
• Flexibility to travel regionally across the Carsa service network.

If you're driven by operational excellence, customer satisfaction, and continuous improvement—and you're ready to play a pivotal role in Carsa’s next phase of growth - we’d love to hear from you.