At Parker Cars, we're passionate about delivering exceptional service from the moment a customer contacts us until long after their journey has finished.
We're looking for an experienced Customer Experience Lead to help us take that even further.
This is an exciting opportunity for someone with a strong background in a busy contact centre or customer service environment who enjoys leading from the front, developing people and continually improving the customer journey.
You'll play a key role in leading our Customer Contact Centre, supporting the team operationally while driving service excellence, coaching colleagues and helping us build an outstanding customer experience.
About the Role
This is a hands on leadership role where you'll spend much of your time working alongside the team, taking calls, responding to customer enquiries, supporting bookings and helping the operation run smoothly.
Alongside your operational responsibilities, you'll lead customer experience initiatives, train and coach colleagues, support recruitment, monitor quality, manage customer feedback and help us continuously improve the way we work.
You'll have the opportunity to influence how our customer service operation develops, helping shape processes, standards and the overall customer experience as Parker Cars continues to grow.
Flexibility is essential, as you'll provide leadership and operational support whenever the business needs it most.
Key Responsibilities
Customer Experience
- Champion an exceptional customer experience across every customer interaction.
- Manage customer complaints, compliments and service recovery.
- Identify trends and opportunities to improve the customer journey.
- Help increase customer satisfaction and strengthen our reputation.
Leadership & Team Development
- Lead, motivate and support the Customer Services team.
- Coach colleagues through regular feedback and quality reviews.
- Deliver one to one coaching, new starter training, group training and ongoing development.
- Support recruitment, interviews, induction and onboarding.
- Help create a positive, supportive and high-performing team culture.
Operations
- Support the operation by handling customer calls, bookings and enquiries.
- Ensure compliance across the team with our PHV, PSV and other licensing regulations
- Prepare staff rotas and workforce plans.
- Organise shift cover and holiday requests.
- Handle customer escalations confidently and professionally.
- Ensure service standards are maintained throughout every shift.
Continuous Improvement
- Monitor call quality and customer interactions.
- Review customer feedback to identify improvement opportunities.
- Help develop standard operating procedures and customer service processes.
- Improve customer communications and internal guidance.
- Work with the management team to introduce new ideas and best practice.
About You
We're looking for someone who has experience leading within a busy contact centre or customer service environment and who is passionate about developing people, improving customer journeys and delivering exceptional service.
You'll ideally have experience in:
- Contact centre or customer service leadership.
- Coaching and developing teams.
- Recruitment and onboarding.
- Workforce planning, rotas and scheduling.
- Customer complaints and service recovery.
- Quality assurance and call monitoring.
- Process improvement and continuous improvement.
- Managing high volumes of calls, emails and customer enquiries.
Experience within transport, travel or private hire may be helpful, but isn't essential. We're much more interested in someone who brings strong leadership, customer service expertise and fresh ideas that will help us continue improving.
What You'll Bring
- Excellent communication and interpersonal skills.
- A genuine passion for delivering exceptional customer service.
- Strong organisational skills and attention to detail.
- The ability to remain calm under pressure.
- Confidence leading by example.
- A positive, proactive approach to problem solving.
- A desire to improve processes rather than simply maintain them.
- The ability to motivate, coach and inspire others.
What We Offer
- The opportunity to genuinely influence the future of customer experience at Parker Cars.
- Join an award-winning, fast-growing company with a proud history of excellence.
- Ongoing professional development and training.
- A supportive management team that welcomes new ideas.
- A genuine opportunity to grow with the business. As Parker Cars continues to expand, there will be opportunities for the right person to take on greater responsibility and progress into a more senior leadership role.
- Staff discounts on cars, couriers and coaches.
- A friendly, professional working environment where no two days are the same.
If you're looking for a role where you can make a real difference, not only to our customers, but to the people around you, we'd love to hear from you.
Pre-employment Checks
As Parker Cars is a licensed Private Hire Vehicle (PHV) operator, this role is subject to pre-employment checks in line with our regulatory requirements.
The successful candidate will be required to undergo a DBS check as part of the recruitment process. Parker Cars will arrange and fund this check. Employment is conditional upon the successful completion of all pre-employment checks.
Pay: £38,000.00-£42,000.00 per year
Benefits:
- Employee discount
- Free parking
- On-site parking
Work Location: In person
