At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and enhance the aftersales journey.
- Company: Join Hatfields JLR, a leading automotive retailer with a focus on innovation and customer experience.
- Benefits: Enjoy competitive salary, bonus, company car, 33 days holiday, and exclusive discounts.
- Other info: Embrace a culture of diversity and inclusion while driving change in the automotive industry.
- Why this job: Make a real impact in a supportive environment that values personal growth and teamwork.
- Qualifications: Experience in customer service leadership within a franchised dealership is preferred.
The predicted salary is between 35000 - 45000 £ per year.
Hatfields JLR Chester is offering a competitive salary, bonus, company car, pension, life assurance, 33 days holiday (including bank holidays), exclusive company discounts and excellent career development opportunities.
As a Customer Service Manager, you'll be a key part of our Aftersales leadership team—leading the customer journey and ensuring every interaction reflects the premium standards expected of the JLR brand. Reporting to the Aftersales Manager, you'll inspire and develop a team of Service Advisors, drive operational excellence and deliver exceptional customer experiences that build loyalty and long‑term relationships.
No matter where you are in your leadership journey, we'll give you the tools, training and support you need to thrive. From day one, you'll be empowered to develop your team, drive performance and make a meaningful impact on the success of the business.
You will have the opportunity to be involved with:
- Leading and developing a high‑performing team of Service Advisors, coaching and supporting them to deliver outstanding customer service and achieve departmental objectives.
- Creating exceptional customer experiences throughout the aftersales journey, ensuring customers receive a professional, efficient and personalised service at every stage.
- Managing escalated customer concerns and implementing effective resolutions, using customer feedback and engagement tools to continuously improve satisfaction levels.
- Driving departmental performance through the effective management of key performance indicators, customer satisfaction measures and operational processes.
- Supporting the promotion of service plans and aftersales products, identifying opportunities to maximise revenue while maintaining a customer‑first approach.
- Ensuring robust management of Vehicle Health Checks (VHCs), CITNOW engagement rates, future service recommendations and work in progress (WIP).
- Working collaboratively with the Aftersales Manager, Workshop Control, Parts Department and Client Bookings Team to optimise efficiency and deliver a seamless customer experience.
- Maintaining compliance with Hatfields and JLR policies, procedures and quality standards, ensuring all activities are completed professionally and accurately.
Do you have what it takes to be a Hatfields colleague? We're looking for someone who is:
- A confident and inspiring leader who enjoys developing people and helping teams achieve their full potential.
- Passionate about delivering exceptional customer experiences and building long‑lasting customer relationships.
- Experienced within a franchised dealership Aftersales environment, ideally as a Senior Service Advisor, Service Team Leader or similar role.
- Commercially aware, with a strong understanding of aftersales processes and departmental performance measures.
- An excellent communicator who can build effective relationships with customers, colleagues and manufacturer partners.
- Highly organised and able to prioritise effectively within a fast‑paced environment.
- Proactive in identifying opportunities for continuous improvement across customer experience, team performance and operational processes.
- A collaborative team player who is committed to personal ownership and achieving shared success.
- Experience with Jaguar Land Rover systems and processes would be advantageous but is not essential.
A full UK driving licence is required, and all successful candidates will be subject to satisfactory DBS and reference checks.
What we can offer:
- Enjoy 33 days annual leave (including bank holidays), giving you more time to relax, recharge and do what you love.
- Celebrate your special day with an extra day off on your birthday.
- Our industry‑leading Family Leave Policies ensure you're supported when it matters most.
- Access a new car through our Salary Sacrifice scheme and enjoy a smarter way to drive.
- Take a paid day to volunteer and give back to a cause close to your heart.
- We believe in recognising dedication and loyalty, that's why we celebrate long service milestone anniversaries.
- Unlock your potential with tailored training and endless career growth opportunities.
- Access high‑street discounts to make the everyday a little more rewarding.
- Know someone perfect for Lithia UK? Earn rewards through our internal referral scheme.
At Lithia UK, our growth is powered by our people: As one of the largest automotive retailers globally, we're passionate about transforming the future of personal transportation and setting new standards for exceptional customer experiences. Our values—Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun!—fuel everything we do. Join us, and you'll be part of a team that embraces innovation, champions personal growth and celebrates success together.
If you're ready to make an impact in an environment that empowers you to drive change, we'd love to have you with us on this journey.
Lithia UK are an equal opportunities employer, and we are proud members of Automotive 30% Club, Diversity in Retail and Inclusive Companies. We welcome all applications regardless of age, race, religion, disability, gender or sexual identity, marital status, socio‑economic background or Veteran status. We will also consider qualified applicants with prior criminal convictions, in accordance with the law.
We want your recruitment journey to be unique to you and as accessible as possible. If you need any additional support with your application or have specific requirements at any stage, please let us know via email: UK_resourcing@lithia.com. Our team will be happy to support you throughout every stage of the process.
Customer Service Manager in Chester employer: Lithia UK
At Hatfields JLR Chester, we pride ourselves on being an exceptional employer that values personal growth and employee well-being. With a competitive salary, generous benefits including 33 days of holiday, and a supportive work culture that encourages innovation and teamwork, we empower our Customer Service Managers to lead high-performing teams and deliver outstanding customer experiences. Join us in a dynamic environment where your contributions are recognised, and you can truly make a difference in the automotive industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Chester
✨Tip Number 1
Network like a pro! Reach out to your connections in the automotive industry, especially those who work at Hatfields or similar companies. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service management. Think about how you would handle escalated customer concerns or drive team performance. We want you to shine!
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've developed teams or improved customer experiences. This will demonstrate that you're the inspiring leader they're looking for.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Hatfields family.
We think you need these skills to ace Customer Service Manager in Chester
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer service shine through! We want to see how passionate you are about delivering exceptional experiences and building long-lasting relationships with customers.
Tailor Your Experience:Make sure to highlight your relevant experience in the aftersales environment. We’re looking for someone who understands the ins and outs of a franchised dealership, so don’t hold back on showcasing your skills and achievements!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that make it easy for us to see your qualifications and fit for the role. Avoid jargon and focus on what makes you a great candidate!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Lithia UK
✨Know the Brand Inside Out
Before your interview, make sure you research Hatfields and the JLR brand thoroughly. Understand their values, mission, and what sets them apart in the automotive industry. This knowledge will help you demonstrate your passion for delivering exceptional customer experiences and show that you're aligned with their goals.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team of Service Advisors. Prepare examples from your past experiences where you've successfully developed and inspired a team. Highlight your coaching techniques and how you've driven performance to achieve departmental objectives, as this will resonate well with the interviewers.
✨Prepare for Customer Scenarios
Expect questions about handling escalated customer concerns and implementing effective resolutions. Think of specific situations where you've turned a negative experience into a positive one. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Demonstrate Your Commercial Awareness
Familiarise yourself with aftersales processes and key performance indicators relevant to the role. Be ready to discuss how you can maximise revenue while maintaining a customer-first approach. Showing that you understand the balance between business goals and customer satisfaction will set you apart from other candidates.
