The light commercial vehicles’ division of Imperial Commercials has appointed Harriet Bailey as head of aftersales, to oversee quality and performance over 13 branches.
Bailey (pictured) joins the business from a senior position in aftersales with the Pentagon Motor Group, a sister operation to Imperial Commercials in Motus Holdings (UK) Ltd.
“LCV is no different from car or truck, in that the focus for both dealer and manufacturer is on providing a high level of service and exceeding customer expectations,” said Bailey.
“My previous role with Pentagon was a great training ground, as I gained some valuable experience in dealing with the same issues and challenges.
"Unfortunately, vehicles do sometimes go wrong, the challenge for us as a dealer is how we manage the situation by communicating clearly and promptly with our customers and using all the resources available to resolve the problem.”
Bailey joined Pentagon Motor Group in 2006 as the company’s first ever customer hand-over specialist. She moved on rapidly to become directly involved in the management of branch service operations, before helping to start and then manage the group’s centralised service booking programme.
One of her last key jobs before moving across to Imperial Commercials was working, alongside Pentagon’s service director, on a major training programme aimed at improving operational processes and ultimate customer satisfaction.
Harriet will work directly with Gareth Kaye, group van franchise director for Imperials LCV business.
He said, “Having seen what Harriet did at Pentagon, we were convinced she was the right person for our job. We have to work ever more dedicatedly on improving the customer experience and enhancing our processes.
“We have exciting plans for our division and Harriet will be at the core of developments as we move ahead.”