Customer Care Manager

Adam Curtis Specialist Automotive Recruitment Consultancy Ltd; Maidstone; On-site; GBP 28,000 - 42,000; Full time

Job summary

Our client in Maidstone is seeking an experienced Customer Care Manager for the Main Dealer Aftersales Department. You will lead the front-of-house Aftersales operation and a team of four Service Advisors to deliver outstanding customer experiences.

With at least 1 year in the motor trade, you will handle customer care and escalations, drive customer satisfaction KPIs and contribute to continuous improvement across the service department.

Qualifications

• 1+ years experience in motor trade

Responsibilities

• Take ownership of the front-of-house Aftersales operation and lead the Service Advisor team to drive an exceptional customer experience.
• Lead and develop a team of 4 Service Advisors.
• Main point of contact for customer care and escalations.
• Handle and resolve customer complaints professionally.
• Drive NPS scores and customer satisfaction KPIs.
• Report performance and insights to senior management.
• Oversee daily operations to ensure a smooth and efficient service department.
• Support wider Aftersales objectives and continuous improvement.

Skills

Team leadership

Customer care

Aftersales experience

Interpersonal skills

Job description

Customer Care Manager - Main Dealer Aftersales Department

Competitive on experience

Maidstone

Permanent, Full Time

Monday to Friday (08:00 – 18:00) 1 in 2 Saturdays (1 in 3 negotiable) 08:00 – 13:00 - Saturdays paid as O/T

Our client, based in the Maidstone area has a new opportunity for an experienced Customer Care Manager. If you hold over 1 years’ worth of experience and you’re looking for a new challenge – this could be your next role in the Motor Trade!

Duties and Responsibilities include:

• As Customer Care Manager, you’ll take ownership of the front-of-house Aftersales operation, leading the Service Advisor team and driving an exceptional customer experience.
• Leading and developing a team of 4 Service Advisors
• Acting as the main point of contact for customer care and escalations
• Handling and resolving customer complaints professionally
• Driving NPS scores and customer satisfaction KPIs
• Reporting performance and insights to senior management
• Overseeing daily operations to ensure a smooth and efficient service department
• Supporting wider Aftersales objectives and continuous improvement

Your background & skill:

• Keyloop/Drive experience an advantage.
• Ability to work independently in a busy, pressured environment is essential.
• Technical skills and experience are essential.
• Well-presented and hold excellent interpersonal organisational skills.