This job expired on 14th October 2024
Area General Manager
In’N’Out Autocentres are experts in vehicle servicing, MOT's & repairs. Established in 2008, we now have 30 autocentres nationwide offering our customers simple, transparent pricing and service that is second to none. We are 100% committed to customer satisfaction and are proud to be a Which? Trusted Trader.
Our customers are at the heart of everything we do; we constantly strive to exceed our customers’ expectations, providing quality, value, convenience and above all exceptional levels of customer care.
An exciting and unique opportunity has arisen for a General Area Manager for the South to join our national business, based in the South of England leading 15 centres from Cardiff to Basildon
We are looking for someone who:
• Has relevant Area Managment experience
• Great people management skills in process implementation and training. Should be approachable, proactive and confident.
• Good verbal and written communication skills
• Ability to motivate, organise and plan.
• Can work on their own initiative, with the ability to problem solve and manage time effectively.
• Has a strong desire to drive business improvement.
• Has a good understanding of the business operations and the ability to promote change.
• Computer literate (Word, Excel, Outlook)
• Flexible, the ability to work outside normal office hours and travel throughout the UK.
• A valid full driving licence.
About the role
Operational:
• Be regionally accountable for the overall practical delivery of INO products (e.g. MOT Testing, Servicing, Fast fit repairs etc), ensuring where appropriate internal/external standards, internal policies & procedures and best practice are achieved at all times.
• Ensure that team members do not work on any product, or service that they have not been assessed as competent in or trained to carry out.
• Manage, develop and support Centre Managers with the introduction of new products and services (e.g. Car Care packages).
• Support with the project management and research of new initiatives including, automotive products, pricing, and their feasibility.
• Carry out regular audits on your centres, to guarantee organisational policies are being implemented and adhered to and centres are operationally and legally compliant (HSE, DVSA, DVLA)
• Be regionally responsible for stock ordering, temporary stock management and the returns process, ensuring no unnecessary monies are spent, or reserved within each of our centre locations.
• Be accountable for approving centre spend e.g. bay consumables, tools and budgets as per operating statements and P&L.
• Protect internal and external centre presentation, ensuring overall cleanliness and colleague brand representation (uniform).
• Assist the HR department (where required) with any necessary investigatory meetings or disciplinary hearings.
• Consistently raise awareness of health and safety and contribute to the management of safe working practices. Ensure First aid and Fire Marshall training is undertaken annually.
• Act as either a Centre Principal, or Assistant Manager in Centre’s when required.
• Promote and assist with building recognition for both up and coming centres and existing sites.
• Be an ambassador of IN ‘n’ OUT Autocentres Ltd adhering to and where necessary explaining all relevant policies and procedures to new employees and ensuring all existing colleagues maintain standards set.
Customer:
• Monitor the Customer Satisfaction (NPS) performance and data capture across the region, supporting the Centre Managers in taking appropriate action to maintain NPS scores of 80 or over, and data capture, with email data capture at 80% or over.
• Specifically identify centres delivering low NPS scores and work with the Centre Managers and/or Head of Operations to improve.
• Assist the Centre Managers to maintain operational standards of customer care/excellence by providing the necessary support for any serious complaints.
Financial:
• Analyse performance and identify specific colleague/centre objectives to maintain and increase business growth via Performance Management Agreements and development technique.
• Support the Head of Operations to drive sales at each centre by ensuring that appropriate sales techniques and tools are used with customers.
• Ensure best practices are upheld to reduce costs and improve productivity.
People:
• Ensure the Business headcount resources are appropriately maintained at all times, particularly during peak trade & holiday periods, to avoid any adverse effect on trading.
• Carry out regular review / appraisal meetings with Centre Managers.
• Make sure succession plans are in place for your area.
• Assist with recommending and the sourcing of necessary training for employee development and business needs. Including ATA & MOT courses.
• Prepare/Arrange the necessary internal training for all centre colleagues in every job function, ensuring total quality management is achieved. (Where necessary train/manage the Managers).
• Assist with the recruitment and selection of centre management & blue-collar vacancies and where required support with their inductions.
• Develop credible relations with all internal stakeholders in particular Centre Managers.
• Build and uphold effective relationships with key suppliers, maintaining competitive pricing.
What you will need
Required criteria
- People Management Skills
- Computer literate (Word, Excel, Outlook)
Desired criteria
- Mechanically trained or VOSA qualified
IN n OUT Autocentres
Servicing Made Simple We provide you with fixed prices, clear explanations, and great service. All underpinned by 100% customer satisfaction promise and our goal of getting you back on the road quickly and safely. 100% Commitment to Customer Service The IN'n'OUT Autocentre staff and our national Customer Care Team are trained and committed to ensuring 100% customer satisfaction at every stage of the journey. Manufacturer approved parts We only use parts that match or exceed original manufacturer specifications. All parts are guaranteed and do not affect your vehicles manufacturer warranty status. Trained and Qualified Technicians All our workshop technicians are trained to the highest standards. Many of whom have joined us from big brand main dealers. They are car enthusiasts and put as much love, care and attention into your car as they do their own.
We are a Which? Trusted Trader And proud of it. We are regularly audited by Which? and subject to their stringent criteria to be a business that has proved that we are open and honest with it's customers. Providing a total commitment to service and are subject to customer complaints procedures which may be escalated directly through Which? Wi-Fi, Coffee, Comfortable Sofas Our client waiting lounges feature highspeed Wi-Fi, free beverages, child's play area and baby change facilities. All designed for you to be comfortable and be able to catch up on work or entertainment while you wait. 75% Repeat Customers IN'n'OUT Autocentres has a very high percentage of repeat customers and score 4.7 on Trustpilot. We strive for 100% customer satisfaction. We will never carry out any additional work unless authorised. Our team provide you with the best recommendations and advice which is designed to ensure your safety and the correct optimum running of your vehicle.