Customer Care Manager

About the role

Our client, a busy automotive dealership in Maidstone, is seeking an ambitious Customer Care Manager to lead the Service Reception team and own the after‑sales customer experience. This role offers a clear pathway towards a future Service Manager position.

Key responsibilities

• Lead, coach and develop the Service Reception team, overseeing day‑to‑day front‑of‑house operations.
• Support Service Advisors with performance targets, upselling initiatives and customer retention.
• Manage customer complaints and act as the escalation point, driving NPS and satisfaction KPIs.
• Monitor appointment flow, check‑ins and waiting times to ensure smooth service delivery.
• Collaborate closely with Workshop, Parts and Management teams to improve the customer journey.

Required profile

• Previous experience in Service Advisor, aftersales or Service Reception roles.
• Strong leadership, communication and complaint‑handling abilities.
• Understanding of NPS, KPI performance and customer‑focused service standards.
• Organised, professional and ambitious to progress to Service Manager.

What we offer

• Competitive salary (£35,000‑£45,000 per year) with bonus schemes for labour sales, customer satisfaction and upselling.
• Company car.
• Clear progression pathway towards a Service Manager role.
• Supportive management team.
• Monday‑Friday 08:00‑18:00 and one Saturday per week 08:00‑13:00.