Automotive Service & Complaint Resolution Lead

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

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.