Assistant Customer Service Manager

Return on Investment Ltd; Walton-on-Thames; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

£500 annual health and wellbeing allowance

Access to education bursaries

Company pension

22 days annual leave rising to 30

Healthcare plans including private medical insurance

Job summary

Return on Investment Ltd in Walton on Thames is seeking an Assistant Customer Service Manager responsible for delivering high-quality customer experiences. You will manage complex customer cases and lead a team focused on continuous improvement.

The ideal candidate has solid experience in customer service, can handle escalations, and is familiar with the Consumer Rights Act. The role offers a hybrid working environment, competitive salary, and various employee benefits.

Qualifications

• Experience in customer service or contact centre environment.
• Ability to manage complex customer cases and escalations.
• Understanding of the Consumer Rights Act.

Responsibilities

• Own the performance of the customer contact operation.
• Monitor service performance and identify improvement opportunities.
• Provide leadership to Senior Customer Service Advisors.

Skills

Customer service experience

Complex case management

Stakeholder management

Analytical skills

Problem solving

Coaching and development

Job description

Location: Walton on Thames, Surrey

Job Type: Full time, Permanent

Working Hours: Standard business weekday hours, hybrid working with 3 days in the office and 2 days remote

Salary: £40,000 - £45,000

About Us

At ROI, we support 70% of the UK’s automotive brands in achieving their strategic sales goals and delivering exceptional customer service. By merging innovative marketing strategies with cutting edge tech solutions, we connect consumers and manufacturers, driving industry transformation. Our expertise shines through our work with global brands like BMW, JLR, Volvo, Kia, and Volkswagen.

As we continue to grow, we're looking for an Assistant Customer Service Manager to help deliver a high performing, customer focused customer service operation. This is an exciting opportunity to play a key role in shaping customer experiences, supporting operational excellence and driving continuous improvement across a complex service environment.

The Role

We’re looking for a confident and collaborative Assistant Customer Service Manager to join our team. Reporting to the wider Customer Service leadership team, you will own the delivery of a consistent, compliant and high quality customer experience while working closely with operational teams, dealer partners and key stakeholders across the business.

This role combines operational performance management, complex case resolution, stakeholder engagement and continuous improvement. You’ll lead on high risk customer cases, legal and regulatory compliance, develop team capability and use insight to drive service enhancements that improve both customer outcomes and operational performance.

Key Responsibilities

• Own the performance and effectiveness of the customer contact operation, ensuring excellent customer outcomes across all service channels.
• Monitor service performance, customer satisfaction and complaints metrics, identifying opportunities for continuous improvement.
• Provide leadership, coaching and direction to Senior Customer Service Advisors.
• Manage complex customer cases, including vehicle rejections, Consumer Rights Act cases and other escalated issues.
• Act as a key point of contact for dealer network escalations, disputes and customer concerns.
• Deliver best in class customer service response to major incidents, ensuring clear communication and effective resolution.
• Analyse customer feedback, complaints and performance data to identify trends and drive service improvements.
• Produce insight and reporting to support decision making and highlight risks and opportunities.

What We’re Looking For

We’re looking for a proactive and customer focused professional who enjoys solving complex challenges, building strong relationships and driving continuous improvement. If you thrive in a fast paced environment and are passionate about delivering exceptional customer experiences, we'd love to hear from you.

Key Skills & Experience

• Experience working within a customer service, customer experience or contact centre environment.
• Experience managing complex customer cases, complaints and escalations.
• Understanding of the Consumer Rights Act and its application within customer case handling.
• Strong stakeholder management and communication skills.
• Strong analytical and problem solving skills.
• Experience coaching, developing or supporting team members.
• Experience working with dealer networks or vehicle rejection cases would be advantageous.

Benefits

• A £500 annual health and wellbeing allowance to use against products and services to improve your mental or physical wellness such as gym membership, sportswear, wellness apps and additional healthcare cover for dependents.
• Access to education bursaries to learn new skills.
• A day off and a voucher to get yourself something nice on your birthday.
• Company pension.
• Healthcare plans including private medical insurance and dental cover.
• 22 days annual leave rising to 30 with length of service.
• Subsidised car purchase schemes available.

We encourage applications from all backgrounds and are committed to providing an inclusive, supportive workplace.