01254 919000


Trident Park, Trident Way,
Blackburn BB1 3NU

Head of Customer Experience

Hippo Motor Group is a family-run company comprising of a multimillion-pound showroom and preparation centre, both based in Blackburn. Alongside this, we run a large online vehicle leasing sales operation which serves the whole of the UK. We currently employ over 300 people and due to our success, we have expanded to a site in Luton, and opened brand-new offices in the heart of Manchester city centre.

Hippo Motor Group are currently recruiting for a Head of Customer Experience. This is a brand-new role which will see you manage customer care and service for all group companies. We need an individual that is passionate about customer care and can drive improvements across all departments to ensure that every customer has a positive buying experience.

32k with 40k OTE
Full Time - Permanent
Employment Type
Job Reference
  • Positively manage both Customer Care and Customer Service functions for all group companies.
  • You will collaborate with fellow senior managers to driving improvements throughout the business, ensuring we adhere to the principles outlaid by the company and the FCA. Ensuring customers are always treated fairly
  • You will ensure the team are equipped and knowledgeable to deal with relevant customer queries, leading the team with a culture of exemplary customer service techniques.
  • You will be responsible for recognising, recruiting and developing talented individuals for advancement and growth within the business
  • You will management both SLA and NPS performance to drive the team to achieve bonus and improve customer relations. Setting and managing team targets
  • You will identify opportunities and initiatives to continually improve performance, communicating ideas throughout the business
  • You will proactively encourage a culture of positive reviews throughout the business managing incentives to reward excellent performance
  • You will have financial accountability in supporting the business manage both wage and customer care budgets
  • Proactively try and improve customer relations and brand opinions
  • You must sit independently of the business and report KPI’s consistently on a monthly basis
  • 3 years of experience in customer experience
  • Has managed SLA & NPS performance
  • Proven background in managing complex customer queries and exemplary customer service techniques
  • Experience in an FCA regulated company (desirable)
  • Are passionate about customer care
  • Excellent written communication
  • A natural verbal communicator who easily builds rapport with a wide variety of people
  • Sweat the small stuff – excellent attention to detail is a must
  • Love being part of a team and an organisation where collaboration is given and expected
  • 30 days annual leave
  • Rapid company expansion providing excellent development and career opportunities
  • Great Staff rates on Car Finance
  • Friendly and supportive Work Colleagues and Management
  • Regular staff socials
  • Birthday off after 2 years and £100 Meal voucher
  • Company Pension scheme
  • Complimentary office treats

Hippo Motor Group sell over 800 vehicles to customers every month, supplying a wide vehicle range from small city cars right through to high-end luxury models, commercial vans, and business fleets. We specialise in offering tailor-made finance options to suit customer needs. Our continued business growth provides opportunities for our employees to develop and exceed within each role.

Applying for the Job

To apply, please submit CV & Cover Letter to our recruitment team at careers@hippomotorgroup.co.uk, or use the form below. Please be sure to quote the relevant role reference number found at the top of this page. We look forward to hearing from you.