Customer Care Manager

Confidential; Maidstone; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Company Car

Labour Bonus

Customer Satisfaction Bonus

Upsell Bonus

Progression to Service Manager

Supportive management

Fixed hours Mon-Fri 08:00-18:00

Sat work 1 in 3 Saturdays 08:00-13:00

Job summary

Confidential in Maidstone is seeking a Customer Care Manager to lead the Service Reception team and own the customer experience within Aftersales. You will drive satisfaction, performance and ensure high standards from arrival to handover.

The role offers a clear path to a future Service Manager position, with progression opportunities and a competitive package including a company car and bonus schemes.

Qualifications

• Experience in Aftersales or Service Reception.
• Strong leadership and communication skills.
• Knowledge of NPS and KPI performance.
• Customer-focused and organised.

Responsibilities

• Lead, coach and develop the Service Reception team.
• Oversee the day-to-day front-of-house operation.
• Support Service Advisors with performance and upselling.
• Manage customer complaints and act as escalation point.
• Drive NPS, customer satisfaction and KPIs.
• Monitor intake, appointments and waiting times.
• Collaborate with Workshop, Parts and Management teams.
• Identify improvements to the customer journey and performance.

Skills

Leadership

Customer service

NPS/KPIs

Communication

Job description

Customer Care Manager

Location: Maidstone

Competitive Salary + Company Car + Bonus Schemes

Monday-Friday 08:00-18:00 1 in 3 Saturdays 08:00-13:00

Progression Opportunity Towards Service Manager

Our client is a successful and busy automotive dealership in Maidstone looking for an ambitious Customer Care Manager to lead their Service Reception team and take ownership of the customer experience within the Aftersales department.

This is a fantastic opportunity for someone who is ready to step into a management position and has ambitions of progressing towards a future Service Manager role.

You will play a pivotal role in leading the Service Advisors, improving customer satisfaction, driving performance and ensuring the highest standards of service are delivered from customer arrival through to vehicle handover.

The Role

• Lead, coach and develop the Service Reception team.
• Oversee the day-to-day front-of-house operation.
• Support Service Advisors with performance, upselling and customer retention.
• Manage customer complaints and act as the escalation point.
• Drive NPS, customer satisfaction and departmental KPIs.
• Monitor appointment flow, customer check-ins and waiting times.
• Work closely with the Workshop, Parts and Management teams.
• Identify ways to improve the customer journey and departmental performance.

About You

• Previous Service Advisor / Aftersales / Service Reception experience.
• Strong leadership and communication skills.
• Experience handling customer complaints.
• Understanding of NPS and KPI performance.
• Organised, professional and customer-focused.
• Ambitious and looking to progress towards a Service Manager role.

What's On Offer?

• Competitive Salary
• Company Car
• Labour Sales Bonus Scheme
• Customer Satisfaction Bonus Scheme
• Upsell Bonus Scheme
• Clear progression towards Service Manager
• Supportive management team
• Monday-Friday 08:00-18:00
• 1 in 3 Saturdays 08:00-13:00