Operations Manager JBD

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Reports to:

Managing Director / General Manager

This is a hands‑on Operations Manager role Instructor responsible for keeping used car operations running smoothly, profitably, and without friction. The focus is on protecting margin, controlling preparation costs, and ensuring issues are resolved quickly and do not repeat.

You will take full ownership of stock flow, vehicle preparation, problem cars, and escalated customer issues. Acting as the central point between buying, sales, preparation, contractors, and aftersales, you will reduce operational problems so they do not disrupt sales performance or customer experience.

• Stock and Margin Control

  You will manage the full vehicle life cycle from purchase to sale, ensuring stock moves efficiently and accurately. This includes monitoring stock ageing, taking ownership of delayed or problem vehicles, and challenging unnecessary preparation spend to protect margin.

• Vehicle Preparation and Contractors

  Control all preparation and mechanical work, managing third‑party contractors to agreed cost, quality, and turnaround standards. You will identify repeat faults, rework issues, and under‑performing suppliers, sourcing alternatives where needed.

• Problem Vehicles and Quality Issues

  Take ownership of vehicles with repeated faults orebt‑sale failures, deciding the most commercially sensible resolution and feeding recurring issues back into buying and preparation standards.

• Customer Complaints and Aftersales

  You will handle escalated customer complaints and complexaptop
  
  Are issues, acting as the decision‑maker on remedies in line with consumer law and company policy. Outcomes must be fair, consistent, and commercially sound.

• Warranty and Cost Control

  You will monitor warranty claims and aftersales costs, challenge declined claims where appropriate, identify trends, and recommend operational changes to reduce future issues.

• Process and Reporting

  Maintain clear operational processes and accurate systems, producing regular reports on stock ageing, preparation backlogs, problem vehicles, complaints, and aftersales costs,ondheimwe use data to drive continuous improvement.

• Proven experience in used car operations, service management, or automotive operations
• Strong understanding of vehicle preparation, mechanical processes, and cost control
• Experience managing third‑party contractors and supplier performance
• Confident handling customer complaints and difficult conversations
• Commercially minded, organised, and comfortable taking full accountability

• Calm under pressure and solutions‑focused
• Strong communicator with the confidence to challenge
• Pragmatic, decisive, and commercially aware

• Do you live within a 10 mile radius of Cranleigh?
• Do you have proven experience in used car operations, service management, or automotive operations?