Hatfields JLR Chester
Customer Service Manager
Competitive salary, bonus, company car, pension, life assurance, 33 days holiday (including bank holidays), exclusive company discounts and excellent career development opportunities.
As a Customer Service Manager, you'll be a key part of our Aftersales leadership team—leading the customer journey and ensuring every interaction reflects the premium standards expected of the JLR brand. Reporting to the Aftersales Manager, you'll inspire and develop a team of Service Advisors, drive operational excellence and deliver exceptional customer experiences that build loyalty and long‑term relationships.
No matter where you are in your leadership journey, we'll give you the tools, training and support you need to thrive. From day one, you'll be empowered to develop your team, drive performance and make a meaningful impact on the success of the business.
You will have the opportunity to be involved with:
* Leading and developing a high‑performing team of Service Advisors, coaching and supporting them to deliver outstanding customer service and achieve departmental objectives
* Creating exceptional customer experiences throughout the aftersales journey, ensuring customers receive a professional, efficient and personalised service at every stage
* Managing escalated customer concerns and implementing effective resolutions, using customer feedback and engagement tools to continuously improve satisfaction levels
* Driving departmental performance through the effective management of key performance indicators, customer satisfaction measures and operational processes
* Supporting the promotion of service plans and aftersales products, identifying opportunities to maximise revenue while maintaining a customer‑first approach
* Ensuring robust management of Vehicle Health Checks (VHCs), CITNOW engagement rates, future service recommendations and work in progress (WIP)
* Working collaboratively with the Aftersales Manager, Workshop Control, Parts Department and Client Bookings Team to optimise efficiency and deliver a seamless customer experience
* Maintaining compliance with Hatfields and JLR policies, procedures and quality standards, ensuring all activities are completed professionally and accurately
Do you have what it takes to be a Hatfields colleague, we're looking for someone who is:
* A confident and inspiring leader who enjoys developing people and helping teams achieve their full potential
* Passionate about delivering exceptional customer experiences and building long‑lasting customer relationships
* Experienced within a franchised dealership Aftersales environment, ideally as a Senior Service Advisor, Service Team Leader or similar role
* Commercially aware, with a strong understanding of aftersales processes and departmental performance measures
* An excellent communicator who can build effective relationships with customers, colleagues and manufacturer partners
* Highly organised and able to prioritise effectively within a fast‑paced environment
* Proactive in identifying opportunities for continuous improvement across customer experience, team performance and operational processes
* A collaborative team player who is committed to personal ownership and achieving shared success
Experience with Jaguar Land Rover systems and processes would be advantageous but is not essential.
A full UK driving licence is required, and all successful candidates will be subject to satisfactory DBS and reference checks.
What we can offer:
* Enjoy 33 days annual leave (including bank holidays), giving you more time to relax, recharge and do what you love
* Celebrate your special day with an extra day off on your birthday
* Our industry‑leading Family Leave Policies ensure you're supported when it matters most
* Access a new car through our Salary Sacrifice scheme and enjoy a smarter way to drive
* Take a paid day to volunteer and give back to a cause close to your heart
* We believe in recognising dedication and loyalty, that's why we celebrate long service milestone anniversaries
* Unlock your potential with tailored training and endless career growth opportunities
* Access high‑street discounts to make the everyday a little more rewarding
* Know someone perfect for Lithia UK? Earn rewards through our internal referral scheme
At Lithia UK, our growth is powered by our people:
As one of the largest automotive retailers globally, we're passionate about transforming the future of personal transportation and setting new standards for exceptional customer experiences. Our values—Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun!—fuel everything we do. Join us, and you'll be part of a team that embraces innovation, champions personal growth and celebrates success together. If you're ready to make an impact in an environment that empowers you to drive change, we'd love to have you with us on this journey.
Lithia UK are an equal opportunities employer, and we are proud members of Automotive 30% Club, Diversity in Retail and Inclusive Companies. We welcome all applications regardless of age, race, religion, disability, gender or sexual identity, marital status, socio‑economic background or Veteran status. We will also consider qualified applicants with prior criminal convictions, in accordance with the law.
We want your recruitment journey to be unique to you and as accessible as possible. If you need any additional support with your application or have specific requirements at any stage, please let us know via email: UK_resourcing@lithia.com. Our team will be happy to support you throughout every stage of the process.
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