Automotive Customer Care & Complaints Manager

Mr Clutch Autocentres Ltd; Loose; On-site; GBP 40,000 - 55,000; Full time

Job summary

Mr Clutch Autocentres Ltd is seeking an experienced Automotive Branch Manager or Service Manager to take ownership of customer complaints across our network. You will review technical documentation, liaise with branch and regional managers, and assess issues from technical and commercial perspectives, explaining problems clearly to customers.

The role requires strong mechanical knowledge, a proven track record in motor-trade management, and the ability to resolve disputes, including ADR and

Qualifications

• Strong mechanical knowledge and previous motor-trade management experience are essential.
• Experience as Automotive Branch Manager or Service Manager preferred.

Responsibilities

• Investigate technical customer complaints and establish what has happened.
• Review job cards, invoices, inspection reports and technicians' findings.
• Liaise with Branch and Regional Managers.
• Assess complaints from both a technical and commercial perspective.
• Explain mechanical and technical issues clearly to customers.
• Resolve challenging complaints and negotiate appropriate outcomes.
• Handle escalated disputes, including ADR, mediation and potential legal cases.
• Assist with insurance claims, vehicle incidents and other customer service matters.

Skills

Mechanical knowledge

Motor-trade management

Customer service

Conflict resolution

Communication

Job description

Mr Clutch Autocentres Ltd is seeking an experienced Automotive Branch Manager or Service Manager to take ownership of customer complaints across our network. You will review technical documentation, liaise with branch and regional managers, and assess issues from technical and commercial perspectives, explaining problems clearly to customers.

The role requires strong mechanical knowledge, a proven track record in motor-trade management, and the ability to resolve disputes, including ADR and