Would you like to be part of the senior management team at Sytner Select Wakefield? If you are a confident, diligent and driven individual with a passion for delighting customers then this could be the perfect role for you. As the customer experience manager you will be the dealerships escalation point for customer concerns. You will be working closely with the dealership's Head of Business to efficiently and professionally, resolve our customers concerns and create plans/ processes to prevent issues of a similar nature reoccurring. Key responsibilities will involve but are not limited to: To personally demonstrate the highest levels of customer focus and understanding to set the standard for the store team and lead a customer orientated culture. To work with all store colleagues to ensure excellent communication to manage customer flow, minimise any unnecessary customer friction and ensure operational process changes are well implemented to the benefit of the customer. To act as the store representative to protect and promote the brand and the store’s reputation particularly on social media review sites. To highlight and escalate any risks to brand through customer contact/feedback to the Head of Business. To act as the customer’s advocate within the store to ensure that all departments remain focused on the customer using customer feedback to drive constant improvement of customer measures. To complete regular ‘customer experience’ reviews and support the store management team to devise and implement action plans to improve customer metrics and experience. To maintain an excellent understanding of customer legislation. You will strive to satisfy customer's in store and online by understanding what customers are telling you and putting plans in place with the wider Senior Management Team to resolve issues. To proactively manage SQD complaints, buybacks and escalated complaints. To manage and ensure the highest standard of quality relating to vehicles on display. Ensure high standards of cleanliness, presentation and health & safety within the store facility. To support in the organisation of Seasonal or Store related events. Identify areas of opportunity to streamline the customer journey both digitally and physically. Why Sytner? Sytner Group are delighted to provide an industry-leading benefits package. We are passionate about continuous improvement and building an environment where everyone feels valued, appreciated and able to reach their full potential. Enhanced Holiday Entitlement – 33 days inc. bank holidays Industry-leading Maternity, Paternity and Adoption Pay Career Development Recognition of Long Service every 5 years Discounted Car Schemes High Street Discounts Discounted Gym memberships Cycle to work scheme One day a year paid voluntary / community work At Sytner, our values and the way we behave are important to us. We have a working environment where we value and respect every individual's unique contribution, supporting our colleagues to thrive and achieve their full potential. We are committed to creating an equitable environment and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. As part of our commitment to Diversity and Inclusion, you have the right to ask for changes / adjustments to job interviews and the recruitment process. For more information around reasonable adjustments and the recruitment process please