Customer Care Manager

We are looking for a confident and proactive Customer Care Manager to take ownership of all customer complaints and escalations across the business.

This is a standalone role where you will act as the central point of contact for complex customer issues, working closely with Service, Sales, and other departments to resolve matters efficiently and fairly.

You will be the final decision-maker on complaints, ensuring consistent, high-quality outcomes that protect both the customer experience and the business.

You will also play a key role in identifying trends, improving processes, and driving continuous improvement across the customer journey, while providing regular insight and reporting to senior leadership.

Key Responsibilities:

Team Leadership: You will lead, motivate and manage the customer care team to achieve excellent performance. You will perform regular training sessions for your team members on product knowledge and customer service skills. You will perform regular performance reviews.
Customer Escalation Handling: You will serve as the primary point of escalation for complex aftersales customer queries. You will ensure swift and efficient resolution of escalated issues, maintaining high customer satisfaction by re-engaging the customer.
Process Improvement: To continuously evaluate and improve customer service experience and develop guidelines and processes for an effective customer aftercare strategy, addressing challenges efficiently. You will lead report building and system development across the customer care team.
Reporting and Analysis: You will monitor and report on customer service metrics, providing insights and recommendations. You will analyse customer feedback and escalate major concerns or trends to management.
Feedback Loop: Provide case feedback to relevant departments to aid in case resolution and improve overall service.
Administration: You will ensure all administration and systems linking into aftersales are kept up to date for the Customer Care team.
Legal Coordination: Work closely with the in-house Legal team to resolve matters before escalation, such as handling complaints effectively.
Case Management: Manage each case from start to finish, ensuring a comprehensive and customer-focused resolution is achieved.

Key Requirements:

Proven experience handling escalated customer complaints (ideally within an FCA regulated automotive environment)
Strong decision-making skills with the confidence to resolve complex issues independently
Ability to analyse trends and drive process improvements
Excellent communication and stakeholder management skills
Resilient, organised, and solutions-focused
Knowledge of the prestige motor trade and high-value vehicles would be highly advantageous
This is an opportunity to take full ownership of the customer experience at a critical stage of the journey and make a real impact across the business.
Job Types: Full-time, Permanent
Experience:

Customer service: 2 years (preferred)
 
Work Location: In person