Head of Customer Experience
XL Motors, Coventry
About us
Established in 1990 XL Motors is Coventry’s award winning British Standard Approved Accident Repair centre and UK Bodyshop of the Year
XL Motors have offered accident and repair services to businesses and the public in Coventry and surrounding areas for over 35 years. Under the XL Motors Group, we also now offer MOT, Service and Mechanical repairs a total all round motoring service, with over 30 Manufacturer Approvals including, Jaguar, Land Rover, Volvo, Lotus, BMW and Mini making us an industry leading repairer, through continued investment in training and technology.
Benefits
- Industry Leading Salary
- Exceptional Bonus Scheme
- 29 Days annual leave inclusive of Bank Holidays, plus long service holiday entitlement
- Plus, an extra days Holiday for your Birthday
- Workplace Pension
- Modern Uniform Provided
- Proven Career Progression
- Outstanding Company Culture and Ethos
- Regular Rewards and Incentives
- Manufacturer Learning Journey
- Flexible working Hours with opportunities for overtime
- Opportunities to attend local sporting events through our local partnerships with Coventry City Football Club and Coventry Rugby Club.
This is not just a job it’s a career
Role Overview
The Head of Customer Experience is a pivotal leadership role responsible for shaping and elevating the entire customer journey across XL Motors. This role ensures that every interaction - from initial enquiry to post-repair support - delivers a consistent, high-quality experience that drives customer satisfaction, loyalty, advocacy and business growth.
Key Responsibilities
· Responsible for Customer Journey & Experience across all departments including but not limited to Claims, VDA’s, Workshop and Service Centre
· Be the conduit between the Claims and VDA departments to enhance and improve Customer Journey and Experience
· Own, enhance and implement key processes within various departments that improve customer experience
· Design and implement Company-wide Customer Experience and Memorable Moments
· Responsible for complaints escalation process
· Responsible for Customer and Work Provider KPI’s
· Responsible for managing internal and external SLA’s
· Responsible for weekly, monthly and quarterly reporting on relevant KPI’s, complaints, customer experience and memorable moments
Customer Experience Strategy
- Develop and execute a customer experience strategy aligned with XL Motors’ business objectives as the UK Bodyshop of the Year
· Design and continuously refine the end-to-end client journey, ensuring consistency, elegance, and attention to detail
- Champion a customer-first culture across the organisation in conjunction with the company’s employee-first strategy
Service Excellence
· Set and uphold exceptional service standards across all customer touchpoints, including reception, online, phone, and email
· Ensure every customer interaction is personalised, discreet, and professionally executed
- Identify friction points and implement process improvements
- Establish and maintain customer experience standards, policies, and best practices
Leadership & Culture
- Inspire, lead, mentor, and develop high-performing customer-focused teams
- Embed a culture of excellence, accountability, ownership and pride in delivering outstanding service
- Set performance expectations and KPIs aligned with customer and insurance provider satisfaction KPI’s
- Foster a high-performance, customer-centric culture
- Coach teams to anticipate customer needs and exceed expectations
Customer Insights & Continuous Improvement
- Monitor customer feedback (NPS, Google reviews) and translate insights into action
- Use data to drive continuous improvement and decision-making
- Implement tools and systems to track and enhance customer experience
Retention, Loyalty and Advocacy
- Develop initiatives to increase customer advocacy and referrals
- Design and implement loyalty, advocacy and referral programmes
- Ensure consistent, high-quality customer engagement
Collaboration
- Work closely with VDA’s, Claims Team, Sales, Marketing, Workshop, Parts and Service teams
- Align customer experience initiatives with brand positioning and growth strategy
Key Performance Indicators (KPIs)
- Net Promoter Score (NPS)
- Customer referral rate
- Google review ratings
- Complaint resolution time
Skills & Experience Required
- Proven experience in leadership within our Accident Repair Industry
- Strong understanding of customer expectations and relationship management
- Experience in dealing with stakeholders at all levels
- Demonstrated ability to lead and develop high-performing teams
- Data-driven mindset with strong analytical skills
- Excellent communication and stakeholder engagement skills
Personal Attributes
- Customer-obsessed with a passion for delivering excellence
- Strategic thinker with hands-on execution ability
- Resilient, proactive, and solutions-focused
- Professional and emotionally intelligent
- Strong leadership presence and ability to influence at all levels
- Able to operate with discretion and integrity at all times
Working Hours
Standard business hours are 8am – 5.30pm, Monday – Friday
The role will be based on a 40-hour contract.
Salary
Starting salary from £33,250 to £ 44,575 OTE, depending on experience
Requirement
Driving License
Proof of residence in the UK.
Together we achieve greatness
Job Types: Full-time, Permanent
Pay: £33,250.00-£44,575.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Canteen
- Company events
- Company pension
- Free parking
- On-site parking
Experience:
- Accident Repair Industry: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
