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.

Aftersales

Department

32k with 40k OTE

Salary

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.

Head of Customer Experience

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