Automotive Customer Service Manager

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

Job summary

Mr Clutch Autocentres is seeking an experienced motor-trade professional for its Head Office in Strood, Kent. The focus is on taking ownership of customer complaints across our autocentres, using your mechanical knowledge and management experience to drive cases to resolution.

You will review technical reports, liaise with Branch and Regional Managers, assess issues from technical and commercial standpoints, and guide customers with clear explanations.

Qualifications

• Experience as automotive Branch Manager or Service Manager.
• Strong knowledge of mechanical faults and diagnostics.
• Ability to manage customer complaints across a network.

Responsibilities

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

Skills

Mechanical knowledge

Communication

Conflict resolution

Customer service

Job description

We have an exciting opportunity for an experienced motor-trade professional to join our friendly Head Office team in Strood, Kent.

This is not a standard customer service or administrative role. We are looking for an experienced Automotive Branch Manager, Service Manager or similar with strong mechanical knowledge who is ready for a career change while remaining within the motor trade.

This could be the ideal opportunity if you want to step away from the day-to-day pressures and physical demands of running a busy workshop, while putting your technical, commercial and customer service experience to good use.

If you're an experienced motor-trade manager looking for a new direction without leaving the automotive industry, we'd like to hear from you.

The Role

You will take ownership of customer complaints from across our network of autocentres, managing cases from first contact through to resolution.

Using your automotive experience, you will:

• 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.

You'll need to be confident and empathetic, with excellent communication and conflict-resolution skills and the ability to remain calm and professional when dealing with challenging situations.

What We’re Looking For:

Strong mechanical knowledge and previous motor-trade management experience are essential.

Ideally, you will be an experienced Automotive Branch Manager or Service Manager who:

• Has a strong understanding of mechanical faults, diagnostics and repairs.
• Understands the practical realities of running a busy garage.
• Can confidently interpret job cards and technical information.
• Has strong customer service and complaint-handling skills.
• Can make sensible, commercially aware decisions.
• Communicates confidently both verbally and in writing.
• Enjoys solving problems and turning difficult situations around.

About Mr Clutch

Mr Clutch Autocentres is a nationally recognised automotive brand with more than 45 branches across the country.Our autocentres provide a wide range of garage services, including clutches, cambelts, brakes, manual transmissions, servicing, general repairs and MOT testing.

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