Customer Care Manager

Thurlow Nunn; Milton Keynes; On-site; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Company vehicle

31 days annual leave (including bank H

Pension scheme

Life assurance

Free RAC breakdown cover

Cycle to work purchase scheme

Preferential parts, service and labour

Discounts on new and used vehicles

Aftersales discounts

Access to health and wellbeing support

Employee discount platform

Recruitment Referral Incentive Scheme

Employee Assistance Programme (EAP)

Job summary

Thurlow Nunn is seeking a dynamic Customer Care Manager to lead the customer service operations at our Milton Keynes service centre. You will guide a team of Service Advisors, resolve customer concerns, and ensure an exceptional experience for clients.

You will own complaints, manage escalations, monitor CSI/NPS, and coordinate with workshops, parts, and manufacturers to deliver accurate information and timely updates.

Qualifications

• Proven experience in customer service, preferably in automotive or vehicle service.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills, with the ability to engage customers at all levels.
• Problem-solving mindset and diplomacy in difficult situations.
• High attention to detail and strong organisational capabilities.

Responsibilities

• Proactively contact customers regarding bookings, vehicle progress, delays and collections.
• Own aftersales complaints from initial dissatisfaction through to resolution with notes and actions.
• Identify high-risk cases early and manage escalations including warranty and goodwill where appropriate.
• Monitor CSI/NPS results and address dissatisfied customers to protect the company reputation.
• Liaise closely with Service Advisors, Workshop Control, technicians and Parts for consistent messaging.
• Maintain oversight of VOR cases, providing regular updates to customers.
• Coordinate courtesy vehicles and mobility where repairs affect timelines.
• Support escalation with manufacturer Customer Care and technical teams when needed.
• Track back-orders affecting customers and manage expectations.
• Follow-up with customers after significant repairs to confirm proper vehicle performance.

Skills

Strong leadership

Team management

Excellent communication

Interpersonal skills

Problem-solving

Organisational skills

Customer service experience

Job description

We are seeking a dynamic and experienced Customer Care Manager to lead and oversee the customer service operations at our busy vehicle service centre in Milton Keynes. The ideal candidate will be passionate about providing exceptional service, resolving customer concerns, and ensuring a positive experience for all our clients. This role requires a strategic leader with a hands-on approach, who is able to manage a team of Service Advisors while maintaining high levels of customer satisfaction.

Key Responsibilities

• Customer communication: Proactively contact customers regarding bookings, vehicle progress, delays, parts back-orders, additional work, completion and collection.
• Complaint management:Take ownership of aftersales complaints from initial dissatisfaction through to resolution, maintaining accurate case notes, agreed actions and timescales.
• Escalation management:Identify higher-risk cases early - repeat repairs, VOR vehicles, unresolved technical issues, rejected repairs, courtesy-car problems, warranty disputes or customers indicating they may escape.
• CSI/NPS ownership: Monitor customer satisfaction results and manufacturer surveys, contact dissatisfied customers promptly and protect reputation
• Workshop communication:Liaise closely with Service Advisors, Workshop Control, technicians and Parts so the customer receives accurate information rather than conflicting messages.
• VOR management:Maintain oversight of vehicles off road, particularly long-term cases, ensuring customers receive regular updates even when there is no material change.
• Courtesy/mobility management:Help coordinate courtesy vehicles and alternative mobility where customer circumstances or repair delays require intervention.
• Manufacturer liaison: Manage or support escalated cases with manufacturer Customer Care, warranty teams and technical departments, including goodwill requests where appropriate.
• Parts delays: Track critical back-orders affecting customers and ensure expectations are managed appropriately.
• Follow-up: Contact customers following significant repairs or complaint resolutions to confirm the vehicle is performing correctly and the matter can genuinely be closed.

Qualifications

• Proven experience in customer service, preferably in an automotive or vehicle service environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills, with the ability to interact with customers at all levels.
• Problem-solving ability and the capacity to manage difficult situations with diplomacy.
• High attention to detail and organisational skills.
• Knowledge of vehicle maintenance and repair services is a plus, but not required.

Personal Attributes

• Customer-focused with a strong desire to help others.
• Positive, solution-oriented attitude.
• Strong multitasker with the ability to manage time effectively.
• Ability to remain calm under pressure and handle difficult situations with professionalism.
• Competitive salary and Bonus Scheme
• Company car
• 23 days paid holiday increasing with length of service
• Opportunities for career development and growth within the company.

Thurlow Nunn is part of the Thurlow Nunn Group, a family-owned and managed, people-driven business which has been established for over 150 years. The Thurlow Nunn Group has a team of over 600 employees, within the automotive and agricultural industries, across 20 sites throughout Norfolk, Suffolk, Cambridgeshire, Buckinghamshire, Northamptonshire and Bedfordshire.

Whether your passion is sales, aftersales, customer service or another area, what's really important for us is that you are able to represent our family values of: Professional, Trust, Respect, Caring and Together, every day.

If you take great pride in delivering exceptional customer service and would love to be a member of a dedicated, friendly team, then Thurlow Nunn would be a great place for you to work.

Hours

Monday - Friday 8:00am-6:00pm, 1 in 2 Saturdays 8:00am-1:00pm

• Company vehicle
• 31 days annual leave (including bank holidays)
• Pension scheme
• Life assurance
• Free RAC breakdown cover
• Cycle to work purchase scheme
• Preferential parts, service and labour rates
• Discounts on new and used vehicles
• Aftersales discounts
• Access to health and wellbeing support services
• Employee discount platform
• Recruitment Referral Incentive Scheme
• Employee Assistance Programme (EAP)