Customer Experience Manager

About the role

We are seeking a Customer Experience Manager to lead the aftersales service reception team at a franchise‑approved car dealership in Gloucester. The role focuses on delivering exceptional customer service, driving satisfaction, and supporting the Aftersales Manager in meeting performance targets.

Key responsibilities

• Lead, coach and develop the Service Advisor team to maintain high standards of customer interaction.
• Oversee daily service reception operations, ensuring professionalism and efficiency.
• Identify and implement improvements to service delivery and departmental performance.
• Build and maintain positive relationships with customers and internal colleagues.
• Monitor workloads, allocate tasks and ensure timely completion of service jobs.
• Support the Aftersales Manager in achieving departmental KPIs and targets.
• Uphold the dealership’s reputation for outstanding customer care.

Required profile

• Recent experience as a Service Manager or senior Service Advisor within a dealership environment.
• Strong leadership and communication abilities.
• Proactive approach to customer satisfaction and team development.
• Full UK driving licence with minimal points.
• Demonstrated track record of delivering high‑quality customer service and managing teams.

Required skills

What we offer

• Basic salary up to £34,000, OTE around £40,000.
• 23 days annual leave plus bank holidays, increasing with service.
• Company pension scheme and wellbeing support.
• Eye‑care vouchers, discounted vehicle purchase and servicing.
• Colleague car benefit and referral bonus up to £1,000.
• Manufacturer and in‑house training, discounted shopping portal.
• Long‑term career progression opportunities.