Eight questions to… Nic Brayley, operations manager, Devonshire Motors

What are the main responsibilities of your role?

First and foremost, my main responsibility is to ensure customers receive the level of service they expect, whether they visit, call, or make a digital enquiry. Within that, there is an awful lot of detail and process management, as first impressions involve a lot of channels and a lot of different expectations. I work closely with all our teams, including administration and valeting, so that, as a business, we are a single unit all pointing towards the same overall goals. So many dealership processes are inefficient as they pass from person to person and department to department. We have a unique and dynamic structure that involves far fewer people than a traditional set-up, but, as a result, our processes have to be micro-managed.