Leads Manager & Customer Experience Specialist
Parkland Motors
£36,000 – £48,000 per annum (DOE)
Full-Time | Permanent
Parkland Motors is a high-volume used car dealership with 200+ vehicles in stock and a strong online presence generating consistent daily enquiries.
We are seeking an experienced Leads Manager & Customer Experience Specialist to take ownership of inbound sales enquiries, customer communication, and the full vehicle handover process.
This is a pivotal, revenue-critical role within the dealership.
The Role
You will be responsible for:
* Managing all inbound sales leads (AutoTrader, website, finance platforms, phone & email)
* Ensuring rapid response times and high conversion rates
* Qualifying enquiries and booking appointments
* Supporting the sales team with structured follow-up
* Maintaining CRM accuracy and lead tracking
* Managing customer journey from reservation to handover
* Conducting professional vehicle handovers and final checkout
* Ensuring documentation, finance paperwork and compliance are complete
* Delivering exceptional customer experience at point of collection
* Handling post-sale queries and managing customer satisfaction
Key Responsibilities
* Monitor and respond to all incoming leads promptly
* Implement structured follow-up processes to maximise conversion
* Track KPIs such as response time, appointment rate and sales ratio
* Maintain clean and accurate CRM records
* Coordinate with sales, prep and workshop teams to ensure vehicles are ready on time
* Manage customer expectations throughout the buying process
* Oversee smooth vehicle collection, documentation sign-off and delivery checks
* Protect margins through attention to detail and upsell awareness
Essential Experience
* Previous experience in automotive sales administration, BDC, or leads management
* Experience handling high volumes of online sales enquiries
* Strong Dealer ManagementSystem Experience
* Strong CRM experience
* Professional and confident communication skills
* Highly organised with strong attention to detail
* Ability to work in a fast-paced dealership environment
* Experience conducting vehicle handovers preferred
* SAF accreditation (not a requirement as we can assist in obtaining this)
What We're Looking For
You will be:
* Commercially aware and target-driven
* Process-oriented and organised
* Confident dealing with customers face-to-face and remotely
* Comfortable working with multiple systems and sales platforms
* Able to take ownership of the customer journey end-to-end
This role suits someone who understands that fast response times and structured follow-up directly impact sales performance.
Salary & Package
£36,000 – £48,000 per annum (DOE)
Full-time, permanent position
Established, busy dealership environment
Opportunity to grow with the business
Job Types: Full-time, Permanent
Pay: £24,420.00-£43,036.76 per year
Benefits:
* Canteen
* Employee discount
* On-site parking
Work Location: In person