Customer Experience Team Leader

Date: 19 Jun 2024

Location: Southport, United Kingdom

Company: inchcape

Customer Experience Team Leader - Mercedes Benz Leicester

Basic Salary is £34,680 with OTB £44,676

Excellent company benefits + Company Car

45 hours



Create Experiences You Can Be Proud Of.

At Inchcape, we are all about rewarding hard work, that’s why we offer a benefits package with great perks from vehicle discounts to mental health support and much more…

  • Family Friendly - Enhanced family friendly policies, giving you more time to spend with your family
  • Company Car – one of our fantastic perks is our company car schemes you can enjoy driving a wide range of vehicles in your role as Customer Experience Team Leader
  • Annual leave - A minimum of 33 days annual leave (including bank holidays), rising with long service
  • Looking to develop? - Grow your career with us, receive industry leading training from the brand you represent and our dedicated training team
  • Your Wellbeing - We take employee wellbeing seriously at Inchcape, we offer a programme to support all our colleagues and families with whatever challenges they may face
  • Your Discount - From Apple to Asda and everything in between, we offer discounts that save you money every day
  • Your Finances - Effortlessly grow your savings with our Share Scheme, we will match up to 7% when you enrol into our flexible pension scheme and have peace of mind with our free life assurance cover and much more
  • Drive with us - We offer discounts and offers on both new & used vehicles and servicing for you, your friends and family
  • Your Health - From gym discounts to cash healthcare plans, find everything you need to look after your health
  • A company that cares - We believe Inchcape is for everyone and we’re dedicated to building a diverse, inclusive, and authentic workplace
  • And much more……..


Job Introduction


The role of the Customer Experience Team Leader is to lead the customer experience team to ensure a seamless customer centric focus throughout the customer journey.

With excellent inclusive leadership skills, you will be a strong people manager. Your focus will be to support all team members to ensure an outstanding customer experience, and customer needs are central to everything the team does.

You and your team will provide our customers with an excellent experience, with outstanding product knowledge at all points of their enquiry/purchase (both Sales and Aftersales interaction).

Expected to be front of house, a key part of your role will be focus on continuous coaching and improvements, interacting with your team and customers to ensure excellence is consistently applied and maintained.


Main Responsibilities


  • To build and maintain the customer experience team by fulfilling all aspects of the day-to-day management of the team. This includes continuous coaching, 121’s and supporting rota management.
  • In conjunction with the Sales Manager, responsible for the recruitment, onboarding and employee journey.
  • Manage and review the team’s enquiry activities to ensure it is robust and complete including the provision of test drives.
  • Manage and review the teams ongoing activity to ensure all customer enquiries are followed up to the complete satisfaction of the customer.
  • Supporting producing and presenting suitable customer offers and propositions tailored to their requirements and needs including associated products where applicable
  • Responsible for ensuring all team members are trained and reviewed in line with Inchcape processes.
  • Achievement of customer satisfaction measures and maintaining Mercedes Benz brand standards, ensuring that the customer experience team are committed to delivering customer excellence – reputation and csi
  • Support the customer experience team to ensure that all handovers are seamless and delivered on time
  • Work with the digital merchandiser to make sure the showroom and forecourt are retail ready at all times. With a full product display using correct point of sale.


The Ideal Candidate


  • An understanding and passion for great customer service
  • An effective multitasker who is methodical and efficient
  • Competent people manager with the ability to lead by example and inspire the team to deliver a class leading performance
  • Personal Traits / behaviours - Customer centric, Inspiring, Engaging, Challenging, Forward thinking, Resilient, Determined



About The Company

Inchcape is a leading independent global automotive distributor and retailer. We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staff to ensure you and your car receive the best possible attention.

OUR VISION: To be the world’s most trusted automotive Distributor.

Inchcape is ambitious! We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.


At Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that Inchcape is for Everyone. So if you’re excited about this role and you share our values to deliver great experiences through fresh thinking and working better together, we encourage you to apply. You may be just the right person for this or other roles. Please get in touch!