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Description:

Job Purpose

The Fitment Branch Manager will plan, manage and monitor the implementation of all fitments, servicing and parts activities and processes in order to continuously enhance service delivery and maximize profits through the Fitment Centre. Be responsible for meeting profit and sales targets through providing excellent customer service and effective people management. Ensure all clerical functions within the Fitment Centre are carried out in accordance with policies (warranty claims, customer follow-up, workshop loading, estimating, invoicing, daily operating controls). Priorities resource allocation in order to minimize and reduce wastage and expenditure and maximize profits.

Summary of Key Responsibilities:

• Managing the smooth operations of the branch including sales and marketing, customer service, human resource management, building and plant maintenance, inventory management, financial control, safety and security of the company assets.
• View the Branch from a customers' perspective and ensure a presentable, safe and welcoming environment is achieved.
• Manage the day-to-day supervision of employees to ensure provision of quality service for all Customers.
• Review with management all departmental activities and reporting systems.
• Establish adequate safety and security procedures to protect property and company personnel.
• Check all workshop equipment for condition and accuracy of diagnosis.
• Develop a culture where people are committed to quality and high standards of customer service.
• Maintain customer relations through regular contact, in order to ensure customer retention and growth.
• Ensure the Branch environment is run and maintained to ensure safety for both customer and staff.
• Inform Line Manager of any faulty components or customer comebacks in order that the appropriate action can be taken.
• Analyse customer feedback from customer service executives and deal with any complaints in a positive and timely manner and in liaison with the Retail Operations Manager
• Orientate new employees to company culture and policies.
• Plan Rota and annual leave for team.
• Develop a culture where people are committed to quality and high standards.
• Administer warranty policy in the best interests of Fitment Centre, manufacturer and customer.
• Ensure staff understand Branch targets and their roles in achieving them.
• Take responsibility for the technical standards and quality of workmanship within the Branch.
• Ensure adequate maintenance of the Fitment Centre.
• Ensure adequate and scheduled maintenance of tools, equipment and other materials in the Fitment Centre.
• Management of labour and budget costs.
• Deliver services that create a culture which aims to exceed customers' expectations in all aspects of the business.
• Plan, manage and monitor processes to ensure customer service excellence.
• Continuously monitor actual process turnaround times and quality standards and resolve issues efficiently to enhance effective customer/client service delivery.
• Contribute to a culture of customer service excellence, which builds positive relationships and provides opportunity for feedback as well as exceptional service delivery.
• Ensure that the inventory records are accurately maintained and carry out physical monthly stock takes.
• Oversee receivables management at the branch level and ensure that it conforms to company policies to enable the company meet its financial commitments.
• Ensure that company stationery is stored safely.
• Identify and address customer needs by providing a variety of related service and parts, products and accessories, to enhance satisfaction and retention of customers.

Required Skills and Competencies 

• Excellent Communication - Fluent spoken and written English.
• Good Numerical Skills (Basic financial understanding i.e. the meaning of revenue, sales, profit etc.)
• Excellent Organizational Skills
• Attention to detail
• Quality Management Skills
• Good Leadership Skills
• Entrepreneurship Skills
• Excellent Negotiating Skills
• Team Player
• Determined and focused
• Problem Solving Skills
• Conflict Resolution Skills

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Primary Areas of Accountability: