The Customer Experience Manager is responsible for ensuring outstanding service and effectively handling complaints across the customer journey, from initial inquiries through post-purchase support. This role focuses on managing a team of service representatives and complaints handlers, driving continuous improvement in customer satisfaction, and ensuring effective, timely resolution of complaints. The Customer Experience Manager will work closely with sales, service, and operations teams to address customer needs and resolve any issues effectively. The hours for this position are Monday – Friday 8.30am – 5pm, including 1 late night a week till 7pm, and 1 Saturday per month 9am – 4pm.

Customer Care

Department

Up to £40,000 DOE

Salary

Full Time - Permanent

Employment Type

Job Reference

- Develop and implement customer service standards and processes to enhance the customer experience, ensuring that all interactions with the team lead to high satisfaction and long-term loyalty.
- Take ownership of complex or escalated complaints related to vehicle purchases, servicing, repairs, and warranties. Ensure complaints are resolved quickly and effectively to retain customer trust and satisfaction.
- Recruit, train, and mentor a team of customer care representatives. Conduct regular team meetings, performance reviews, and professional development sessions to maintain a motivated and knowledgeable team.
- Ensure that customer care policies align with industry standards and regulatory requirements, especially around warranties, repairs, and recalls
- Partner with sales, finance, and operations teams to create a seamless customer experience, ensure consistent communication, and address any gaps in service.
- Conduct regular quality checks on customer interactions and implement improvement measures based on feedback and performance data.
- Producing the Complaints MI and data packs to help lead the guide the Senior Management team with areas for improvement and RCA.

- Strong understanding of the motor trade sector, including knowledge of vehicle sales, aftersales services, warranties, and regulatory requirements would be beneficial.
- Demonstrated experience managing a customer service or customer care team, preferably in the automotive industry.
- Excellent judgment and analytical skills to resolve complex issues and improve customer care practices.
- Superior verbal and written communication skills, with the ability to effectively interact with customers, team members, and other stakeholders.
- Proven ability to prioritise customer satisfaction and empathy in all aspects of service delivery.
- Experience with customer relationship management (CRM) software and customer feedback tools.
- Understanding of consumer duty standards and experience in managing third-party vendors in compliance-driven environments

Lunch on Hippo when passing probation.
Departmental incentives
Works social events
2 years’ service- an additional day annual leave and £100 meal
5 years’ service- 2 additional days annual leave and access to private health care
10 years’ service- 3 additional days annual leave and a voucher
Employee of the quarter scheme
Refer a friend scheme.
Time for you- the opportunity to earn up to 4 early finishes/late starts per year.
Internal development and progression opportunities
Hippo Legends scheme
Eye care vouchers
Access to BEN the employee wellbeing support service

Customer Experience Manager

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