Are you an experienced automotive retail professional with strong leadership skills and a passion for delivering outstanding customer experiences?
We’re looking for an Assistant CRT Manager to join Johnsons Cars and play a key role in leading and developing our Customer Response Team. You’ll take a hands-on approach to managing our multi-channel lead pipelines, driving performance and ensuring customers receive a fast, effective response at every stage.
This is an exciting opportunity for an experienced team leader or supervisor who is ready to take the next step in their career and make a real impact within a growing automotive group.
About the Role
You’ll work closely with the CRT Manager to lead our wider lead management operation, supporting Team Leaders, Controllers and Advisors while helping maximise lead-to-conversion performance across OEM and third-party channels.
Your responsibilities will include:
- Leading and developing our team -Directly manage and support our two Team Leaders, driving performance, engagement and development across the wider team.
- Providing hands-on operational support - Step into Team Leader responsibilities when required, particularly during busy periods, ensuring workflows and service levels remain on track.
- Coaching for success - Deliver structured coaching and development focused on call handling, sales techniques, script adherence and improving lead conversion.
- Managing escalations - Act as a key point of resolution for complex customer queries, CRM issues and third-party lead-routing problems.
- Leading weekend operations - Support and participate in weekend management cover, ensuring we maintain excellent response times during peak retail periods.
- Managing OEM and third-party channels - Become a subject-matter expert across manufacturer portals and platforms such as AutoTrader and Carwow , ensuring we consistently meet required SLAs.
- Supporting people management - Work alongside the CRT Manager on HR and employee matters, including sickness meetings, holiday approvals, appraisals and colleague welfare.
- Driving performance - Monitor lead pipelines, response times and conversion performance, identifying opportunities to improve efficiency and customer outcomes.
About You
You’ll ideally have:
- Previous experience directly managing Team Leaders, Supervisors or a similar level of leadership .
- Experience within automotive retail , ideally in a dealership or customer response environment.
- A strong understanding of digital lead management and inbound customer enquiries .
- Proven experience coaching teams to improve call handling, sales performance and conversion .
- Experience dealing confidently with customer escalations and team-related issues .
- Good understanding of HR processes , including sickness, holidays, appraisals and employee welfare.
- Experience using CRM systems and the ability to troubleshoot lead-routing or distribution issues .
- Familiarity with OEM manufacturer portals and third-party platforms such as AutoTrader and Carwow .
- A strong focus on SLA performance, response times and pipeline management .
- The flexibility to provide weekend leadership cover when required.
- A proactive, solutions-focused approach and the confidence to take ownership in a fast-paced environment.
Benefits
At Johnsons Cars, you’ll have the opportunity to play a key role in a growing automotive group and make a genuine difference to both our people and our customers.
Benefits
- £35,000 basic salary (depending on experience) + £6,000 bonus
- 31 days holiday , rising to 33 with service
- Birthday off - an extra paid day to celebrate
- Company pension scheme
- Staff discounts on vehicles, servicing, parts & labour
- Retail & lifestyle discounts via our benefits platform
- Dentist on Demand access
- Optional healthcare cash plans
- Industry leading training + clear career progression opportunities
Ready for your next challenge?
If you’re an experienced automotive leader who thrives in a fast-paced environment, enjoys developing people and is passionate about turning customer enquiries into opportunities, we’d love to hear from you.
Join Johnsons Cars and help us drive the future of automotive retail.