Customer Care Manager – Service Reception & Customer Experience
Location: Maidstone
Salary: Competitive Salary + Bonus
Employment Type: Full-Time
Are you an experienced automotive professional with a passion for leadership and customer excellence? We are seeking an ambitious Customer Care Manager to lead our Service Reception team and elevate the front-of-house experience at our long-standing dealership in Maidstone.
This is a pivotal leadership role, ideal for a driven individual ready to step into management and actively work toward becoming a future Service Manager.
Working Hours & Benefits
* Monday – Friday: 08:00 – 18:00
* Saturdays: 1 in 3 (08:00 – 13:00) – Paid in addition to basic salary
* Company Car: Provided (Ford Puma or similar)
* Bonus Schemes: * Departmental / Labour Sales Bonus
o Customer Satisfaction Bonus
o Upsell Bonus Scheme
* Career Path: Clear progression pathway toward Service Management
Why Work For Us?
Join a business where history meets ambition. We are one of the UK’s oldest and most respected family-owned automotive groups, and we pride ourselves on a "people-first" culture.
* Professional Growth: We invest in your long-term career. This role is specifically designed for those with the drive to move into senior management.
* Supportive Leadership: Work within a management team that values open communication, professional development, and your ability to make a meaningful impact.
* Stable & Rewarding: Benefit from a secure environment with a high-performance culture that rewards excellence.
About Us
Founded over 200 years ago, our group has evolved from a local heritage business into a premier automotive destination. As a multi-award-winning dealer—including multiple manufacturer Chairman’s Awards—we are recognized for our commitment to "Always Driving Value". While we have grown to employ over 340 people across the South East, we remain a family business at heart, dedicated to providing outstanding service to our community and a dynamic, stable workplace for our employees.
The Role
You will oversee a dedicated team of four Service Advisors, ensuring consistent performance and smooth daily operations. You will act as the face of the Aftersales department, championing a seamless customer journey from arrival to vehicle handover.
Key Responsibilities:
* Leadership & Development: Lead, coach, and develop the Service Reception team to deliver consistently outstanding service.
* Operational Excellence: Manage appointment flows and customer check-ins while ensuring clear communication between the workshop and the front of house.
* Customer Experience: Monitor and analyze satisfaction performance (NPS), handle customer complaints professionally, and report results to the management team.
* Performance Growth: Support Service Advisors in achieving performance targets, including upsell, retention, and service quality.
What We Are Looking For
* Experience: A strong background in Service Reception or high-volume customer-facing automotive environments.
* Leadership: Proven ability to lead, motivate, and develop a team.
* Communication: Excellent verbal and written skills with the ability to resolve issues promptly and professionally.
* Drive: An ambitious mindset with the drive to improve processes and develop people.
Ready to take the next step in your management career? Apply today to join a team that values your ambition and expertise.
#J-18808-Ljbffr