Customer Experience Manager

Allscreens Nationwide Ltd; Gloucester; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

Salary up to £34,000 base

OTE around £40,000

23 days annual leave + bank holidays

Company pension

Wellbeing support and employee assis t

Eye care vouchers

Vehicle purchase schemes and servicing

Colleague car benefit

Referral bonus up to £1,000

Training provided

Discount shopping portal

Long-term career progression

Job summary

A reputable franchise-approved car dealership in Gloucester is seeking a Customer Experience Manager to lead the service reception team, enhance customer satisfaction, and contribute to overall performance.

You will supervise the Service Advisor team, optimise daily operations, and drive customer satisfaction and loyalty through proactive service management. The role offers up to £34,000 base with OTE around £40,000, plus 23 days leave and a company pension, among other benefits.

Qualifications

• Experience as a Service Manager or senior Service Advisor in a dealership setting.
• Proven leadership and people-management skills.
• Strong focus on customer satisfaction and service standards.

Responsibilities

• Lead the Service Advisor team to deliver high-quality customer service.
• Manage daily service reception operations with professionalism.
• Identify opportunities to improve service delivery and department performance.
• Build positive relationships with customers and colleagues to enhance loyalty.
• Monitor workloads to ensure tasks are completed to a high standard.
• Support Aftersales Manager in achieving departmental targets.
• Uphold the dealership’s reputation for outstanding customer care.

Skills

Leadership

Customer service

Team development

Communication

Job description

Our client, a reputable franchise-approved car dealership based in Gloucester, is seeking a highly capable Customer Experience Manager to join their aftersales team. This is an excellent opportunity for an experienced professional to lead service reception operations, enhance customer satisfaction, and contribute to the dealership’s overall performance.

• Up to £34,000 basic salary (negotiable based on experience)
• OTE of approximately £40,000
• 23 days annual leave plus bank holidays, increasing with service
• Company pension scheme
• Wellbeing support and employee assistance programmes
• Free eye care vouchers
• Discounted vehicle purchase schemes and servicing discounts
• Colleague car benefit offers
• Referral bonus of up to £1,000
• Ongoing manufacturer and in-house training
• Access to a discounted shopping portal
• Long-term career progression opportunities

Duties of a Customer Experience Manager:

• Lead, support, and develop the Service Advisor team to ensure high standards of customer service
• Manage daily service reception operations efficiently, maintaining professionalism at all times
• Identify opportunities to improve service delivery and optimise departmental performance
• Build and sustain positive relationships with customers and colleagues as a Customer Experience Manager
• Monitor and manage workloads to ensure tasks are completed to a high standard
• Support the Aftersales Manager in hitting departmental targets
• Uphold the dealership’s reputation for outstanding customer care during all interactions as a Customer Experience Manager
• Drive customer satisfaction and loyalty through proactive service management

Requirements of a Customer Experience Manager:

• Current or recent experience as a Service Manager within a smaller dealership environment, or with prior senior Service Advisor experience ready to advance
• Strong leadership and communication skills
• Proactive approach to customer satisfaction and team development
• Ability to motivate and develop team members effectively
• Full UK driving licence with minimal points
• Demonstrable track record of delivering high-quality customer service and team management