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.