Winners 2023

Customer aftercare 2023

HEWITT JOINED FORD as a specialist in fleet aftermarket but impressed the judges in her current role, helping owners of the Ford Ranger pick-up who had been affected by chassis corrosion issues. Hewitt proactively approached customers individually on a social media group, convinced management to release funds and secured 20 new Rangers as loan vehicles to use while customer pick-ups were being fixed. “There were many 18- hour days ensuring the process was succinct, but the customer reactions made it all absolutely worth it,” wrote Hewitt in her nomination. On top of this, she found time to complete a degree in business management and economics at the Open University. She says her dream is to be “the next Lisa Brankin”, referring to the high-flying head of Ford in the UK and Ireland.

Customer aftercare 2023 nominees

Rachel Clarke

CLARKE JOINED VOLKSWAGEN in 2017, gaining experience in parts, product marketing and tactical planning. She moved to Nissan in 2021 as a parts product controller and won a promotionto her current role in April, where she oversees a network of 60 specialist Nissan parts dealers as well as 170 Nissan Approved Bodyshops. “She consistently demonstrates a maturity, confidence and level of industry knowledge well above her years,” according to Nissan aftersales director Chris Marsh. Clarke’s work driving forward those businesses has won her a Rising Star award in UK Bodyshop Magazine and now recognition in Autocar Great Women as well.

Nicola Langley

LANGLEY TOOK UP this senior role at Lotus in 2022 following a strong progression in customer experience, including a three- year stint at Volvo. She leads a team to ensure that customers and owners are treated with the premium experience expected of the global brand as it expands away from solely sports cars. “Nicola is sensational. She is a visionary and a leader,” wrote Lotus project manager and business analyst Wioletta Brown in her nomination for Langley.

Eve Lemmon

LEMMON HAS IMPRESSED in the car industry by driving herself forward from her entry role in 2005 as a receptionist in a Durham Mini dealership, before moving to service advisor and then workshop manager for Mini in Norwich after securing her management qualification with BMW. The jump to aftersales leader at Pendragon’s used car outlet in Norwich came in 2022, after which she said her department increased aftermarket labour sales to their “highest yet”.

Sarah Wilson

WILSON EARNS HER place here after impressing customers at this Stratstone dealership, part of the Pendragon group. Pendragon management were wowed by her 2022 Mercedes-Benz service care score of 552, which exceeded her target of 480. She was frequently name checked in customer feedback on platforms such as Google and Trustpilot and helped the dealership to an impressive Reputation.com score. “Sarah is committed to ensure every customer receives a quality service,” wrote Pendragon head of diversity and inclusion Claire Bell.

Sophie Rowland

ROWLAND IS RISING through the ranks of this north-east Audi dealership. Two years ago she was still an apprentice, but two promotions later she now oversees a team of five, after impressing with her fantastic customer satisfaction results, according to nominator Glenn Butler, Tyneside Audi and Wearside Audi aftersales manager. “Sophie goes over and above on a daily basis not only to delight customers personally, but also inspiring the wider team to do so too,” he wrote.