Customer Care Manager - Competitive Salary+OTE

Customer Care Manager - Service Reception & Customer Experience

Location: Maidstone

Salary: Competitive Salary + Bonus

Employment Type: Full-Time

Are you an experienced automotive professional with a passion for leadership and customer excellence? We are seeking an ambitious Customer Care Manager to lead our Service Reception team and elevate the front-of-house experience at our long-standing dealership in Maidstone.

This is a pivotal leadership role, ideal for a driven individual ready to step into management and actively work toward becoming a future Service Manager.

Working Hours & Benefits

• Monday - Friday: 08:00 - 18:00
• Saturdays: 1 in 3 (08:00 - 13:00) - Paid in addition to basic salary
• Company Car: Provided (Ford Puma or similar)
• Bonus Schemes: Departmental / Labour Sales Bonus
  • Customer Satisfaction Bonus
  • Upsell Bonus Scheme
• Career Path: Clear progression pathway toward Service Management

Why Work For Us?

Join a business where history meets ambition. We are one of the UK's oldest and most respected family-owned automotive groups, and we pride ourselves on a "people-first" culture.

• Professional Growth: We invest in your long-term career. This role is specifically designed for those with the drive to move into senior management.
• Supportive Leadership: Work within a management team that values open communication, professional development, and your ability to make a meaningful impact.
• Stable & Rewarding: Benefit from a secure environment with a high-performance culture that rewards excellence.

About Us

Founded over 200 years ago, our group has evolved from a local heritage business into a premier automotive destination. As a multi-award-winning dealer-including multiple manufacturer Chairman's Awards-we are recognized for our commitment to "Always Driving Value". While we have grown to employ over 340 people across the South East, we remain a family business at heart, dedicated to providing outstanding service to our community and a dynamic, stable workplace for our employees.

The Role

You will oversee a dedicated team of four Service Advisors, ensuring consistent performance and smooth daily operations. You will act as the face of the Aftersales department, championing a seamless customer journey from arrival to vehicle handover.

Key Responsibilities:

• Leadership & Development: Lead, coach, and develop the Service Reception team to deliver consistently outstanding service.
• Operational Excellence: Manage appointment flows and customer check-ins while ensuring clear communication between the workshop and the front of house.
• Customer Experience: Monitor and analyze satisfaction performance (NPS), handle customer complaints professionally, and report results to the management team.
• Performance Growth: Support Service Advisors in achieving performance targets, including upsell, retention, and service quality.

What We Are Looking For

• Experience: A strong background in Service Reception or high-volume customer-facing automotive environments.
• Leadership: Proven ability to lead, motivate, and develop a team.
• Communication: Excellent verbal and written skills with the ability to resolve issues promptly and professionally.
• Drive: An ambitious mindset with the drive to improve processes and develop people.

Ready to take the next step in your management career? Apply today to join a team that values your ambition and expertise.