Job Vacancy: Client Experience Manager – Jaguar Land Rover Canterbury
Barretts Jaguar Land Rover have an exciting opportunity for a Client Experience Manager to join our team in Canterbury, Kent, championing a Customer First approach across the full client journey.
You will be representing two of the motor industry’s most iconic brands at an exciting time as they lead the way in luxury and innovation Vacancy No 2026 034
This is a highly client-facing role where you will handle client queries and concerns end-to-end, ensuring a professional and consistent experience, while also using data and insight to identify trends, drive improvements, and reduce repeat issues.
The Role:
You will be part of a team focused on client experience, ensuring concerns are handled promptly, professionally, and with genuine care, while supporting continuous improvement across the business.
Client & Case Management
- Act as a key point of contact for clients, providing clear communication, reassurance, and ownership of resolution
- Handle and resolve client concerns with professionalism, empathy, and a calm approach
- Liaise with Aftersales, Sales, and other departments to ensure timely and joined-up outcomes
- Proactively follow up with clients to gather feedback, answer queries, and ensure a positive resolution
- Ensure all clients are given the opportunity for a manager-led resolution where required
Insight, Trend Analysis & Preventing Repeat Issues
- Analyse data from internal customer platforms to identify trends, recurring issues, and root causes
- Develop clear and practical recommendations to improve processes and reduce repeat concerns
- Produce simple reporting updates for the leadership team, including themes, volumes, resolution times, and outcomes
Continuous Improvement & Team Collaboration
- Champion a Customer First culture, sharing insights and learnings to improve future outcomes
- Support colleagues with best-practice communication and guidance where required
- Contribute to the development of client experience initiatives and service standards
Requirements: What we’re looking for
- Proven experience in customer experience, service recovery, or client-facing role (automotive, hospitality, luxury retail or similar is beneficial)
- Confident communicator, able to manage a range of client conversations and build rapport quickly
- Highly organised with strong time management skills and the ability to meet deadlines
- Calm, resilient, and solution-focused under pressure
- Strong analytical mindset, comfortable using data to identify trends and recommend improvements
- IT confident
- Full UK Driving Licence preferred but not essential
Pay: Up to £30,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
Work Location: On the road
