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 xexperience, 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

Company Benefits:

• 32 days annual holiday (includes 8 bank holiday days)
• Welcome pack & company induction
• Discounted servicing & parts across the Group
• Industry leading Manufacturer training including Electrification
• Annual staff social events
• Barretts Summer Ball (held every 2 years)
• State of art working environment
• On Site parking

About Barretts:

In 2022, Barretts celebrated its 120th anniversary, as a family-owned & operated business. Barretts is one of the few family businesses that have been trading in Canterbury since the turn of the last century, providing a unique, personal and first-class customer service across Kent.

Barretts has evolved from selling cycle fittings in 1902 to acquiring & developing multiple leading vehicle franchises in the Canterbury & Ashford areas.

We pride ourselves on customer service, and with over 100 years of experience, we know the level of service you expect to receive from a trusted family dealership. We are passionate about making the car buying process an enjoyable experience, with our team of professional staff, that you can trust and rely on to guide you through seamlessly.

Barretts combine traditional values of the past, with the cars of today.

If you are looking to join a welcoming, high performing team please send your CV with a covering letter to David Pay david.pay@barrettsgroup.com

Closing date for applications 1^st July 2026