Customer Experience Manager

We have a fantastic opportunity for a Customer Experience Manager to join the team at our Lloyd Land Rover site based in Stockton.

Working alongside the Service Department, you will overlook the day-to-day service operations, ensuring that all duties are fulfilled on a daily basis.

Salary: Competitive
Hours: 45 hours per week

Reporting into the Service Leader, your duties will include, but are not limited to:

• Managing all aspects of the Service Department, ensuring the team are portraying a positive impression of the brand at all times.
• Providing support by fulfilling Service Advisor responsibilities.
• Overseeing the Service Advisor and Front of House teams.
• Carrying out review meetings / reporting and improving on department performance.
• Ensure strong customer satisfaction.
• Working with other department managers.

Service Advisor responsibilities:

• Dealing with all customers in a professional, prompt and courteous manner, portraying a positive first impression of the Service Department.
• Advising on technical queries/issues.
• Booking vehicles into the department for work to be carried out, informing customers of the progress of their vehicle.
• Sell customer repairs/parts etc., and finalising the invoice on completion.

An ideal Customer Experience Manager will hold the following skills and experiences:

• Previous experience in an automotive management role.
• Must be able to prove a sense of urgency, energy and commitment to the role.
• Proven ability to lead, coach, and inspire a team to hit and exceed targets.
• Excellent communication, organisational, and customer service skills.
• Motivated, with a proactive approach to customer service.
• Enjoy the challenge of influencing the success of the Service department.
• Excellent interpersonal and organisational skills and be well presented.
• Must be IT literate, and a working knowledge of Kerridge would be advantageous.

Company Benefits:

• 33 days of annual leave, inclusive of Bank Holidays.
• Healthcare cash plan.
• Employee vehicle-discount schemes.
• Highstreet discounts.
• Cycle to work scheme.
• Eyecare vouchers.
• Free flu jabs.
• Pension scheme.
• Life Cover.
• Internal and manufacturer training.
• Staff referral scheme.

About Lloyd Motor Group:

Founded in 1976, Lloyd Motor Group is one of the UK's largest family-run car retailer groups, with 40 retailers across Northern England and Southern Scotland. Representing prestigious brands like BMW, MINI, Land Rover, BYD, Volvo, Kia, Volkswagen, Skoda, INEOS, Honda motorcycles and BMW Motorrad, we've built our reputation on exceptional customer service delivered with a professional yet personal touch. Join our passionate team and you'll find a supportive culture that values your contribution, invests in your development, and empowers you to grow while making a real difference in a company where people are our greatest asset.

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