Customer Care Manager

Customer Care Manager – Service Reception & Customer Experience

Location: Maidstone

Working Hours: Monday to Friday, 8:00am – 18:00pm

Saturday (1 in 3) 8:00am – 13:00pm

Package:

• Company car
• Labour sales bonus scheme
• Customer satisfaction bonus scheme
• Upsell bonus scheme

The Role

We are seeking a dynamic and customer-focused Customer Care Manager to lead our Service Reception team and take full ownership of the front-of-house experience.

This is a key leadership position within the service department, where you will be responsible for delivering a seamless and professional customer journey from arrival through to vehicle handover. You will lead by example, inspire your team, and ensure every interaction reflects exceptional service standards.

Key Responsibilities

• Leadership & Team Management
• Lead, motivate, and develop the Service Reception team to consistently deliver outstanding customer service
• Create a positive, high-performing, customer-first culture
• Provide regular coaching, feedback, and training to support individual and team development
• Oversee daily front-of-house operations, ensuring efficiency and clear communication at all times

Service Reception Management

• Take full accountability for the front-of-house customer journey
• Manage booking schedules, customer arrivals, and waiting times to optimise efficiency
• Ensure accurate job card creation and effective communication between departments
• Act as the primary escalation point for customer concerns, resolving issues promptly and professionally

Customer Experience & Satisfaction

• Champion a customer-first approach across the service department
• Monitor and analyse customer satisfaction performance (e.g. OneCX), identifying trends and opportunities for improvement
• Implement initiatives to enhance the overall customer experience and exceed expectations
• Ensure consistent, clear, and proactive communication with customers throughout their journey

Operational Excellence

• Support Service Advisors in achieving key performance targets, including upsell, retention, and service quality
• Collaborate closely with workshop, parts, and management teams to ensure a seamless service operation
• Ensure full compliance with company policies, brand standards, and operational procedures
• Drive continuous improvement initiatives to enhance efficiency, productivity, and performance

Why Join Us?

This is an excellent opportunity for an experienced leader to make a real impact in a fast-paced, customer-focused environment, where service excellence is at the heart of everything we do.

INTERVIEWS ARE TAKING PLACE NOW – APPLY TODAY IN COMPLETE CONFIDENCE TO AVOID DISAPPOINTMENT!

Prima Hatfield Associates are an Employment Business and Employment Agency as defined within the Conduct of Employment Agencies & Employment Businesses Regulations 2003.

Due to the high volume of applications, only successful candidates will be contacted.