Chapelhouse Chat April 2023

NEW CHAPELHOUSE STAFF BENEFITS

We’re delighted to announce the latest editions of the Chapelhouse staff benefits scheme. We are now working alongside Medicash, to provide a free healthcare package for all Chapelhouse employees, and a new pensions scheme with Aviva.

WELCOME FROM THE MD

Firstly, I would like to thank you all for your contribution to the business in Q1. As we move into Q2 I am sure we can build on our successes. I would also like to welcome all new employees into the Chapelhouse family and look forward to meeting you all in person over the coming weeks.

This quarter we have once again moved forward with our employee benefits scheme, introducing our Medicash Scheme which will go live in May. Over the upcoming weeks there will be presentations in your branches from Corinthian, who will provide you of more information on this incredible benefit, along with the changes to our pension provider and the positive impact this will have. Please keep an eye on your emails for more information on this.

Phil Clay Managing Director

As we continue to face the challenges that are affecting the motor industry, such as supply issues of cars and parts I thank you for your continued loyalty to the company and your dedication you show. It does not go unnoticed, and I am very grateful.

We have now moved into our summer opening hours and the lighter days are setting in, hopefully no more snow!

Phil Clay

Medicash provide offer a no-fuss healthcare plan that not only offers cashback on your day-to-day health treatments but supports you with a range of tools to protect your ongoing health both at home and at work.

The Chapelhouse Healthcare Plan comes at no cost to staff and is as a big thank you for everyone’s continued hard work and dedication to the business.

Secondly, the business is moving to Aviva to provide our workplace pensions. As part of this new partnership, Aviva can offer free financial advice to all staff, as well as one-to-one pension advice.

Corinthian Benefits consultants will discuss how the changes will affect you in line with the current company pension scheme. Please speak to your line managers who will inform you of the dates of the changes in due course.

Over 15.5 million people in the UK choose Aviva to protect their belongings and help plan their future. If you have any further questions regarding how to set up your Chapelhouse Healthcare Plan or the new pensions scheme, please contact HR - hr@ chapelhouse.co.uk

Once again, on behalf of the Directors, we would like to thank you all for all hard work. We are happy to be able to provide our employees with the benefits that we know will go a long way to improving your work life and your home life.

RECRUITMENT EVENT

As is the case in many sectors, recruiting the right talent for the business remains a priority in 2023.

With this in mind, Chapelhouse is hosting two Apprentice Recruitment events in April. The first will take place on Monday 24th at St. Helens, and the second will be a day later on Tuesday 25th at the Southport dealership. Both events will start at 5:30pm.

We are looking to recruit some of the brightest and best young people across the North West in a variety of roles, including Apprentice and Trainee Aftersales roles.

If you know a college student who you think would excel with a career at Chapelhouse, they can register their interest in the event by emailing careers@chapelhouse.co.uk

Group Head of Aftersales Phil Dodd will just be one of the people in attendance at the events to have a chat and get to know some of the prospective young employees. We also have a range of different job roles waiting to be filled around the Group that isn’t limited to trainees and apprentices. You can check out the list of current vacancies below or keep an eye on the Careers section of the Chapelhouse website.

Don’t forget that we have a Refer a Friend scheme in place where you may be eligible for up to £500 for recommending a friend to Chapelhouse if they are successful with their application.

NEWSTARTERS

CAR SALES EXECUTIVE

Location: Bolton | Salary: up to £50,000 | Closing date: Friday

DOUBLE WIN FOR KIA AT THE 2023 WHAT CAR? AWARDS

Kia UK scooped two prizes at the 2023 What Car? Car of the Year Awards, including a big win for the Kia Sportage.

The Kia Sportage was named the ‘Best Family SUV’ by What Car? magazine’s expert panel of judges, while the Kia EV9 won the ‘Readers’ Choice’ award.

The judging panel, made up of the motoring magazine’s team of expert road testers, commented: “We’ve group tested the Kia Sportage extensively in various guises over the last 12 months, and it’s emerged victorious every time. But when you consider its competitive pricing, all of the equipment that you get as standard and how complete a car the Sportage is, it’s easy to see why.

“It strikes a near-perfect balance between agility and comfort, which gets it off to a great start against any rival. Meanwhile, the interior neatly blends practicality with style.”

The hotly tipped Kia EV9 collected the ‘Readers’ Choice’ award. The winner of this category is determined by readers of What Car? who vote for their most highly anticipated car for 2023.

The Kia EV9 came out on top over 13 other rivals that are due to be launched this year.

What Car? said:

“We asked our readers to name the upcoming model that they’re most excited about from a 14-car shortlist, with each of the contenders given equal promotion via our website and social media channels. But despite this, the Kia EV9 emerged victorious after attracting more than twice as many votes as the second-placed car.

“This is the second time in three years that Kia has won this award, with the EV6 taking top spot in 2021. If the EV9 turns out to be as good as that car, it will be truly special.”

The EV9 is slated to hit Kia dealerships across the UK in the latter half of 2023.

SUZUKI’S FIRST EV UNVEILED!

Suzuki unveiled their first EV Concept model the Suzuki eVX at the Auto Expo 2023 in India.

While details about the eVX remain light on the ground, Suzuki plans to launch the fully electric SUV in 2025.

The eVX represents Suzuki’s first step into the all-electric vehicle market. This follows on from the plan for all their current cars on the UK market to come as hybrid as standard.

Suzuki President, Toshihiro Suzuki, said:

“I am delighted to unveil the eVX, our first global strategic EV. At the Suzuki Group, addressing global warming is a priority. We are promoting a range of global measures to reduce greenhouse gas emissions.”

“Suzuki will continue providing valuable products to our customers around the world by optimising them for the way different people live and drive.”

This could mean that the eVX is not the only fully electric car from Suzuki on the horizon.

It appears that the eVX will sit somewhere in between the Suzuki Vitara and the Across size-wise. It has a futuristic exterior design with extensive streamlining, arrowhead LED headlights and a complete tail light bar that wraps across the rear.

Interviews with... SENIOR MANAGEMENT

PHIL CLAY Chapelhouse Managing Director

“I joined Chapelhouse in 2015, my background is mainly in the aftersales sector, however in 2019 I became the Group Operations Director taking all aspects of the business. I have recently moved into the role of the Managing Director in January 2023. This is something I am incredibly proud of, and I am looking forward to taking on the extra challenges that this role brings.”

“Looking after the welfare of the business and our network of over 250 staff and suppliers is a responsibility that doesn’t come lightly. It is my aim to ensure success for the Chapelhouse family, and to guarantee another excellent year for the business.

“We have faced challenges in the aftermath of the pandemic with supply of both new and used cars and parts, these aspects combined have affected all areas of the business, however the positive news is the lead times on parts has been dramatically reduced, and we’ve started to see lead times decrease on many variants of new cars across the brands we represent.”

“The welfare of the Chapelhouse Team is paramount, and it is my aim that Chapelhouse is viewed as an employer of choice in the Automotive Industry. There are many developments to come, as many of you will be aware, we have recently announced the additional staff benefits of the Medicash scheme and pension changeover to add to our extensive portfolio of staff benefits.”

“I look forward to advancing in my new role and moving the business forward with a combined effort alongside our manufacturers, the Chapelhouse Family and the board of directors.”

KEVIN WALSH Group Head of Sales

“I manage the Sales departments for the Group as a whole. I look after all 11 sites and oversee all sales aspects of the business. “

“As we have so many different franchised dealerships, I spend a lot of time travelling around each of the sites which allow me to work more closely with the Heads of Sales and Sales Managers. I have to make sure that we’re all on the same page and everything as runs as smoothly as possible in line with manufacturer standards.

“The biggest challenge the sales side of the business has seen over the past 12 months is the supply issues of both new and used cars. It can be quite hard to sell cars when you’re struggling to get them into stock and around the Group in the first place.

“Looking ahead in 2023, I am confident of another year of sustained growth across all of our dealerships and with the manufacturers that we work alongside. I am particularly looking forward to the launch of the brand-new Kia EV9 that we will see in our Kia showrooms towards the end of the year. There’s been a lot of buzz surrounding this car and we expect it to be a big hit with customers.”

NICK DUFFIELD Group Finance Director

“I control company finances and production of daily, monthly, and annual financial, sales and expense information. This also includes budget planning and target setting. I ensure all HMRC and Manufacturer Franchise partner regulations are adhered to.

“I provide reports and support for the Sales and Aftersales teams, and I support the Accounts and Administration departments across the Group.

“Post Covid has placed a different emphasis on some business practices and there have changed how we carry out our duties. Generally, the objectives have not changed but we have all had to adapt to changes in roles, and this has been achieved with great enthusiasm.

“The introduction of new software systems, like IdealFile, Dealerweb, FPS and Keyloop, have all had to be learnt. These have all been actioned positively by our teams throughout the Group. This has had a positive effect on more streamlined process and communication throughout the business.

“With investments made in our business for staff and software systems, we can see the hard work moving the business forward for everyone involved and our customers. The support we provide for the departmental teams across the Group is essential to the success of our business.

“I want to ensure everyone is involved in improving the business for themselves and our customers by recognising and enjoying the efforts we make. To see the development of staff is great to see and hear about and can only make the business stronger and better for the future.”

PHIL DODD Group Head of Aftersales

“I am responsible for all matters aftersales. I ensure that we perform to each of the respective brand partners standards; meeting all KPIs that are set, training, financial performance, brand values and CSI, to name but a few of the most important. I make sure the business follows technical process to maintain warranty recalls and campaigns are all undertaken within the required timeframe. “

“The most pressing singular challenge has been staff recruitment and personnel/resource planning. Since Covid, the industry has gone through large amounts of change – recruitment of staff and team building has been at the forefront of these challenges. This includes sourcing people from both a technical and front-of-house background, with the skillset required, to secure our business levels for now and the future.“

“Other major challenges we have faced are the supply of vehicle components and some of the more serious technical issues with some of our brands. “

“As we move into March, for the first time in a long time, the diaries are beginning to look a lot healthier. The work mix and new cars are beginning to land and that will invite more long awaited MPCs for some of our sites.”

“Recruitment remains the number one priority on the agenda to ensure we are in a position to take full advantage of more work coming through our doors. “

SAM ROBERTS

Group Marketing Manager

“I joined the company in 2020 just before the world went a bit crazy and locked down. Since then, we’ve brought in new systems, a new website, and a new and improved team to help Chapelhouse Marketing get to the next level.”

“Automotive Marketing challenges are very much the same as we see in the showrooms. It’s all about turning objections and ensuring our digital and advertised showrooms are presented as well as possible, with what the customer is looking for.

“We try to find the answers to our customers questions, so that we are right at the point they need us when they’re looking. We do this with things like SEO (Search Engine Optimisation) and with eye catching designs from our new Design Team.

“Over the past 12 months, we’ve been trying to ensure that the new website continues to improve organically, and with new Google updates it feels like an ever-changing landscape. We aim to build trust, showcase our knowledge and authority as well as highlighting how our Team sets us ahead of our competition.

JAYNE HALTON Group Database and Contact Centre Manager

“I manage our database CRM system and our Contact Centre Team. As the Database Manager, I maintain the company’s database systems, keeping everything updated and current, and pulling together group reports and marketing data. I process and respond to all requests for updates and removal of customer details.”

“As Group Contact Centre Manager, I oversee the team who contacts our customers who are due for their service and MOT, recalls, products and upsell. I ensure that the Contact Centre is achieving maximum profitability and effectiveness. I implement training across the group with the Contact Centre, Aftersales and Sales teams too.”

“In the past 12 months, I’ve been travelling around the sites, getting involved in the sales side of the business and assisting in training. In the Contact Centre, our biggest challenges have been recruiting the right staff and the amount of data we have available.”

“Getting the service and MOT due dates correct on the vehicle records is the biggest reason why we lose data. We are trying to rectify this around the Group by pulling the error report and having the dates corrected, so they will be correct for next year’s reports.”

“In the next year I am planning to get more involved in the sales side of the business - improving product sales reporting, setting up accessory packs offers, and growing my knowledge and career.”

SU MAWDSLEY Group Compliance Manager

“My role within the business is ensuring that we remain compliant with all regulations that govern our business and to translate those requirements into our Sales and Aftersales process. This is to protect both the business and our customers to deliver good customer outcomes whilst balancing the business’ needs also.”

“The Compliance Department is responsible for the audit of deal files, hosting external compliance audits, delivering our regulatory training requirements, and managing the resolution of complaints that come into this business. I am also on hand to provide guidance on compliance of complaint related matters, and I’m happy for you to contact me should you need support.

“The introduction of Dealerweb and Sales Docs in 2021 has meant that all deal files which were previously paper based are now held electronically. This is a great step forward in modernising the sales process and keeping data secure. During implementation, there were some teething issues to overcome and processes to review to ensure they were all accounted for within the relevant systems.

“2023 will see the biggest change in compliance since the introduction of the FCA with the new Consumer Duty. This will mean there is a requirement for us and those we act on behalf of (our finance and General Insurance partners) to identify where we can provide further good customer outcomes in our daily interactions, sales, aftersales and marketing.

“I’m looking forward to spending time with our people, ensuring compliance is high on everyone’s agenda, helping them understand the importance of doing the right thing, and also doing things right.”

Nicola joins us with a wealth of experience and HR knowledge. She can be contacted on n.greenwood@chapelhouse.co.uk or 07876 835158.

We’ll catch up with Nicola a bit more in the next edition of the Chapelhouse Chat. Until then, we hope that everyone will make her feel at home and help her settle into her new role as smoothly as possible.

CHAPELHOUSE ST HELENS JOINS FORCES WITH NO DUFF UK

Chapelhouse St Helens has made its first clothing and food donation to No Duff UK.

No Duff UK is a local Community Interest Company founded by Dean Owen that provides support for serving and ex-military personnel, including therapy sessions and first aid training.

Staff at Chapelhouse St Helens have kindly donated clothing and food to No Duff in their efforts to support those who have been affected by conflict.

Dean paid a visit to the Canal Street branch to meet with Chapelhouse Managing Director Phil Clay and Finance Director Nick Duffield, and explained first hand his experiences and the good work that No Duff does in the community and also further afield.

Dean was very grateful for the donation, which will be an ongoing monthly collection for No Duff.

No Duff is situated in the Wonderland Community Centre, across the road Chapelhouse St Helens, and works alongside the food bank that is situated in the same building. The food donation was gladly met as it goes to help not just those struggling from the effects of war, but many local people to St Helens who are struggling with the current cost of living.

Since the outbreak of war in Ukraine, Dean and his team travelled to the country to provide food, clothing, and medical supplies. They delivered an ambulance and over 200 boxes of medical aid to help those affected most in the southern parts of Ukraine.

The clothing collected by Chapelhouse will be used by No Duff in their ongoing efforts to help the charity and also work in the Ukraine.

We would like to encourage Chapelhouse employees to donate what they can each month, which will go a long way to help those who are most desperate. No Duff will accept any types of clothing, apart from underwear, but specified pairs of socks or shoes is a priority. Donations of dried or tinned food are also very welcome.

Chapelhouse is happy to also be providing costs each month to help pay for therapy sessions that No Duff runs for ex-servicepeople suffering from PTSD and other mental health issues.

You can learn more about No Duff UK on their website www.no-duff.com and the Veterans Foundation that they work with www.veteransfoundation.org.uk

MG4 EV CROWNED ‘UK CAR OF THE YEAR’ 2023

The MG4 EV has been named as the highly prestigious UK Car of the Year (UKCOTY) 2023. A panel of 27 leading motoring experts picked the all-electric hot hatch as the no.1 new car on sale in the UK today.

The expert panel heaped praise on the MG4 EV’s design, quality and outstanding value of money, while recognising that the fully electric hatchback puts zero emissions motoring within the reach of more drivers than ever.

The MG4 EV was shortlisted for the ‘UK Car of the Year’ prize after being named ‘Best Family Car’ at the recent UK Car of the Year Awards. It fought off competition from the other category winners, including cars from brands such as Dacia, Land Rover, Lotus, Toyota, and the all-new Kia Niro, to be crowned the overall ‘Car of the Year’ for 2023. Guy Pigounakis, Commercial Director of MG Motors UK, was presented with the award at MG Piccadilly in London.

He said: “We couldn’t be prouder of what the MG4 has achieved in such a short time. Winning the UK Car of the Year demonstrates the immense capabilities of our new allelectric hatchback and there’s much more to come in 2023. I would like to personally thank each expert who took part in the judging process.”

UKCOTY head judge and founder John Challen commented: “The MG4 proves that electric cars can be affordable, practical and appeal to all areas of the automotive market. Fully charged, it offers more than enough miles for the vast majority of, while the design and driving dynamics tick two other important boxes for consumers. A deserved winner for the electric future.”

Phil Clay and Nick Duffield visit No Duff

STARTEDWITHCHAPELHOUSE 2008DRINKOFCHOICE Vodka

DREAMJOB Author

DREAMCAR

AudiQ8

SPECIALSKILL Photography

MEET THE TEAM

JESSICA WINSTANLEY

STARTED WITH CHAPELHOUSE 2018

DRINK OF CHOICE Bitter

DREAM JOB Undersea Welder

DREAM CAR Mazda MX5 SPECIAL SKILL

Sarcasm

The snack draw is always full - just ask the sales team who are always popping upstairs to pinch from it!

STARTED WITH CHAPELHOUSE 2021

DRINK OF CHOICE Red Wine

DREAM JOB

Mental Health Nurse

DREAM CAR Jaguar F-Pace

SPECIAL SKILL

Charcoal Drawing

STARTED WITH CHAPELHOUSE

2016

DRINK OF CHOICE

Malibu

DREAM JOB

Air Hostess

DREAM CAR

Audi Q3

SPECIAL SKILL Supermum

The Contact Centre team is based at Suzuki Wigan. They contact all customers due for service, MOT and recalls, and book them into the workshops around the Group.

They always try to keep a fun atmosphere but often squabble over the radio station. Matt has very old school tastes while Jess always wants a cheeky bit of JLS (which is always a “no!”)

STARTEDWITHCHAPELHOUSE 2019

DRINKOFCHOICE Tea

DREAMJOB

Footballer

DREAMCAR

AudiR8

SPECIALSKILL Brewingup

STARTED WITH CHAPELHOUSE 2022

DRINK OF CHOICE Peach Schnapps

DREAM JOB

Military dog handler / WAG

DREAM CAR

BMW X2 M Sport

SPECIAL SKILL

Making others laugh with my lack of common sense

FOCUS ON Southport

With Head of Sales, Riki Doyle

First off, how long have you been with the company and Head of Sales at Southport?

“I have been with Chapelhouse since May 2021, and at Southport since June 2022.”

Southport is home to Kia, Suzuki, and MG. How is it working with three brands at a large site, and how is it different compared to a smaller site like Wigan?

“Working with the three brands on one site is probably a little bit easier than Wigan, as everything is in one place. With Wigan, there is a bit of juggling between the sites and two completely different dynamics to deal with.

“Being in Southport also gives me the opportunity to work with Kia again, which I hadn’t done for some years before now.”

What makes you, Matt, Rob and Max work well as a management team?

“The reason we work well is we talk all the time. We always know what page the other person is on, and we work closely enough to be able to discuss anything openly.”

What are your day-to-day challenges?

“The day-to-day challenges are the same as any site. We have the same stock issues, the same footfall issues, and the same stresses that every branch has when it comes to budgets. The good thing about out Southport team though is that we don’t give up. We swerve the negativity and just keep hunting business.”

Best thing about working at the Southport branch?

“It has to be my team. We work so much together, and as expected, we will fall out from time to time. But everyone pulls together and works hard. We all have a ‘very open door’ policy also, which I think encourages everyone to be able to speak up and voice their opinions and ideas.”

If you could change one thing, what would it be?

“I don’t really think I would change much other than our stocking issues. I think this is the biggest thing holding us and others back at the minute –that’s new and used stock. We just need to find a way to move quicker on the opportunities and move more cars in greater volumes.”

Thank you, Riki!

Chapelhouse Suzuki Southport

Chapelhouse MG Southport

Chapelhouse Kia Southport

BRANCH CONTACTS

Southport 01707 574126

Riki Doyle – Head of Sales

Matt Francis – Kia General Sales Manager (ext. 2018)

Robert Foster-Aspinall – Used Car Sales Manager (ext. 2078)

Jim May – Service Manager (ext. 2061)

St Helens 01744 738000

Andy Chapman – Head of Sales (ext. 2408)

Roy Denham – Used Car Sales Manager (ext. 2418)

Andy Bowen – Suzuki/MG Sales Manager (ext. 2440)

Chris Deighton – Kia Sales Manager (ext. 2430)

Larissa Currie – Service Manager (ext. 2410)

Suzuki Warrington 01925 632581

Richard Lilleywhite – Head of Sales (ext. 2224)

Ross Cookson – Sales Manager (ext. 2210)

Alan Cameron – Service Manager (ext. 2204)

Kia Warrington 01925 570800

Sean Thompson – Head of Sales (ext. 2316)

Stuart Reid – Sales Manager (ext. 2312)

Craig Fisher - Service Manager (ext. 2304)

Suzuki Wigan 01942 324000

Dan Finch – Head of Sales (ext. 2101)

Mike Proffitt – Sales Manager (ext. 2105)

MG Wigan 01942 324000

Dan Finch – Head of Sales (ext. 2101)

Toni Ann Gould – Sales Manager (ext. 2500)

Kylie Nawaz – Service Manager (ext. 2505)

Suzuki and MG Bolton 01942 446446

Phil Davidson – Suzuki Sales Manager (ext. 2630)

Paul May – MG Sales Manager (ext. 2602)

Stephen Challinor – Service Manager (ext. 2601)

Suzuki Blackburn 01254 867575

Chris Brindle - Head of Sales

Dean Bluer – Sales Manager (ext. 2806)

Mark Bickerstaffe – Service Manager (ext. 2800)

Suzuki Preston 01772 281730

Chris Brindle – Head of Sales

Jamie Coughlan – Sales Manager (ext. 2750)

Michael Brooks – Service Manager (ext. 2730)

Suzuki Blackpool 01253 204444

Warren Marsden – Head of Sales (ext. 2900)

Lewis Clayton – Service Manager (ext. 2909)