Customer Service Manager – Shape the Experience at the Northwest's No.1 Used Car Supermarket
Location: Fords of Winsford, Weaver Valley Road, Winsford, Cheshire, CW7 3AL
Salary: £35,000
Hours: Full-time | Monday to Friday (occasional weekend cover)
Benefits: 28 days holiday | Company pension | Health & wellness plan | Employee discounts | Free on-site parking
Take the Lead in Delivering Unforgettable Customer Journeys
With over 66 years of trusted service, Fords of Winsford has become the Northwest's largest and most reputable independent used car supermarket. Known for outstanding value, an unbeatable vehicle range, and a pressure-free buying experience, our customers keep coming back, and we're just getting started.
We're looking for an experienced Customer Service Manager to elevate our customer experience and aftersales service at our flagship Winsford location.
If you're passionate about people, thrive on problem-solving, and have the leadership drive to influence change, this is your chance to step into a key role and make a visible difference every single day. You'll be there for our customers when they need us most, especially when they've experienced a problem after their purchase.
What You'll Own
As our Customer Service Manager, you'll lead from the front, ensuring every customer interaction exceeds expectations, from first contact to aftersales support and everything in between.
* Inspire, lead and develop our Aftersales Customer Service team
* Champion a culture where every customer feels listened to, valued, and supported
* Help our customers when they experience issues post-sale, resolving problems fairly and efficiently
* Take ownership of escalated queries and complaints with confidence and care
* Identify and implement smarter processes to boost speed, accuracy and outcomes
* Track and report on key KPIs, driving accountability and service excellence
* Communicate effectively across departments, suppliers and senior leadership
* Run regular team huddles, performance reviews and customer insight sessions
* Innovate, bring ideas to improve our approach and retain loyal customers
What You'll Bring
* Proven leadership in a Customer Service Management role, motor trade experience is a real plus
* A natural problem-solver who's proactive, calm under pressure, and thrives in fast-paced settings
* A motivational leader with a genuine passion for people development
* Exceptional communication, organisation and stakeholder management skills
* A commitment to outstanding customer outcomes and continuous improvement
Why Join Fords of Winsford?
Industry-Leading Reputation – Be part of a trusted, high-volume dealership with over six decades of loyal customers
Career Growth – Influence process, culture, and strategy with the autonomy to make your mark
Supportive Culture – Work closely with a collaborative, forward-thinking senior team
Strong Benefits Package – Including pension, health plan, generous holidays, and team discounts
Exciting, High-Energy Environment – No two days are the same, and you'll never be bored
Our Culture? Customer-Obsessed, Team-Driven, and Always Moving Forward
We value action-takers, clear thinkers, and people who genuinely care. You'll have room to grow, the freedom to lead, and a supportive team behind you.
If you're ready to own your role, drive real change, and lead a brilliant team at the heart of our business, this could be the career move you've been waiting for.
"You've heard the name – now join the team."
Apply now and become part of #teamFOW
Job Type: Full-time
Pay: £35,000.00 per year
Benefits:
* Company pension
* Employee discount
* Free parking
* Health & wellbeing programme
* On-site parking
Education:
* A-Level or equivalent (required)
Experience:
* Customers complain and resolution : 3 years (required)
* Customer service: 3 years (required)
* Motor Trade : 1 year (preferred)
Licence/Certification:
* Driving Licence (required)
* Customer service qualifications (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person