Job Title: Front of House Manager / Customer Relations & Complaints Handler
Location: [Luton Town Centre/Hitchin ]
Company: Shopforcars
About Us:
We are an established and growing used car dealership based in Luton, Bedfordshire. With continued expansion, including the opening of a new site in Hitchin, and a strong reputation for customer service, we are looking for a confident, organised individual to take ownership of our front-of-house operations and customer journey.
This is a key role within the business, acting as the first point of contact for all customer enquiries while also managing aftersales queries and complaints.
Role Overview:
To manage all incoming customer enquiries, sales leads, appointments and aftersales communication while delivering an exceptional customer experience from first contact through to post-sale support. You will act as the primary point of contact for customers, helping convert enquiries into sales, managing showroom appointments, handling complaints and aftersales issues, and supporting stock acquisition activities.
Key Responsibilities:
- Act as the first point of contact for all inbound calls, emails, website enquiries and walk-in customers.
- Manage appointment schedules and customer diaries. Booking customers in for viewings
- Answer customer questions regarding vehicle specifications, service history, maintenance records, pricing, availability and ownership history.
- Handle part exchange enquiries and assist with providing vehicle valuations.
- Explain finance options, warranty products and vehicle purchasing processes.
- Use effective sales techniques to convert enquiries into showroom appointments and vehicle sales.
- Proactively follow up leads and customer enquiries to maximise conversion rates.
- Build rapport with customers and maintain consistent communication throughout the sales process.
- Welcome customers attending pre-booked appointments and provide a professional showroom experience.
- Conduct vehicle viewings and presentations, highlighting key features and benefits of each vehicle.
- Assist customers throughout the purchasing process and help close sales opportunities.
- Promote and sell additional products and services including warranties and other dealer-added products.
- Handle walk-in enquiries and maximise all sales opportunities.
- Maintain accurate records of all customer interactions within company systems.
- Collaborate with the marketing team to promote inventory, including on our social media accounts.
- Perform other ad-hoc hands-on tasks on-site and in the office as needed.
Complaints & Customer Relations:
- Take ownership of customer issues and complaints following vehicle purchase.
- Listen carefully to customer concerns and gather all relevant information.
- Guide customers through the appropriate next steps, including obtaining supporting information and documentation where required.
- Work closely with customers to achieve fair and commercially viable resolutions.
- Negotiate outcomes that protect customer satisfaction while safeguarding dealership profitability.
- Liaise with internal departments, repairers and third parties to resolve issues efficiently.
- Maintain accurate records of all complaint cases and correspondence.
- Help protect and enhance the dealership's reputation through professional complaint handling and customer care.
Qualifications:
- Minimum age of 24 due to insurance requirements.
- Has previous motor trade experience or strong managerial experience.
- Confident, customer-focused, and driven to achieve targets.
- Ability to guide customers through the sales process with outstanding service.
- Comfortable using social media to market vehicles and interact with customers.
- Must be available to work weekends.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple tasks.
- A full, valid UK driver’s license with a clean driving record.
Who This Role Suits:
This role would suit someone who:
- Is confident, professional, and personable when dealing with customers both over the phone and face-to-face.
- Can confidently manage customer enquiries from initial contact through to aftersales support.
- Remains calm, professional, and solution-focused when handling complaints and challenging situations.
- Has strong commercial awareness and understands the importance of balancing customer satisfaction with business profitability.
- Is highly organised, able to prioritise tasks, and comfortable managing multiple responsibilities simultaneously.
- Enjoys working in a fast-paced environment where no two days are the same.
- Is proactive, self-motivated, and capable of taking ownership of customer relationships and dealership operations.
- Has a positive attitude and is willing to get involved in all aspects of the business, from sales and customer service to administration and vehicle sourcing.
Job Type: Full-time
The Package
Salary: Up to £20,000 Basic + OTE of £50,000 in the first year. If you are passionate about cars and have a keen eye for detail, we would love to hear from you! Apply now with your CV and a brief summary of your experience.
Job Type: Full-time
Pay: From £20,000.00 per year
Benefits:
- Canteen
- Employee discount
- Free parking
- On-site parking
Work Location: In person
