Customer Complaint & Customer Experience Manager

Pybus Recruitment Ltd; Greater London; On-site; GBP 50,000 - 61,000; Full time

Benefits offered by this job

Performance-related bonus

Company car

Job summary

Pybus Recruitment Ltd in London is seeking a Customer Complaint & Customer Experience Manager to own end-to-end complaint handling across the dealer network and drive service excellence in a fast-paced automotive business.

Based at Chiswick Park, this office-based role requires 2+ years in complaints, customer experience or aftersales, strong communication, stakeholder management, and the ability to analyse trends to improve CSAT and loyalty.

Qualifications

• Minimum 2 years' experience in customer complaints, customer experience, aftersales, customer service, or service operations.
• Previous experience within the automotive industry.
• Strong complaint handling and conflict-resolution skills.
• Experience managing escalated customer cases.
• Excellent communication and stakeholder management skills.
• Strong analytical and reporting capabilities.
• Fluent written and verbal English.
• Experience managing CSI, NPS, or customer satisfaction programmes.
• Experience working with automotive dealer networks.
• Understanding of vehicle warranty processes and aftersales operations.
• Knowledge of UK consumer rights legislation and customer service best practices.
• OEM, manufacturer, retailer, or automotive franchise experience.

Responsibilities

• End-to-end management of customer complaints.
• Investigate, resolve, and close cases within agreed timescales.
• Collaborate with dealerships and internal teams to deliver solutions.
• Monitor CSI activities and report findings.
• Analyse customer feedback and trends to drive service improvements.
• Provide regular reports detailing insights and recommendations.
• Support dealer partners with complaint resolution and best practices.
• Ensure compliance with service standards and customer care processes.
• Build relationships with internal and external stakeholders.

Skills

Customer complaints handling

Customer experience

Stakeholder management

Conflict resolution

Analytical reporting

Prioritisation

English fluency

Job description

Customer Complaint & Customer Experience Manager

Location: Chiswick Park, London (Office-Based)

Salary: Up to £55,000 + Bonus

Hours: Monday to Friday, Full-Time

Contract: Permanent

About the Company

Our client is an ambitious and rapidly growing automotive business looking to strengthen its Customer Experience and Aftersales function. They are seeking a customer-focused professional to take ownership of customer complaints, improve customer satisfaction, and drive service excellence across their UK dealer network.

This is an exciting opportunity to join a fast-paced automotive environment where you'll play a key role in protecting brand reputation, enhancing customer loyalty, and supporting continuous business improvement.

The Role

Reporting to the Senior Regional Aftersales Manager, you will be responsible for the end-to-end management of customer complaints, ensuring all cases are investigated, resolved, and closed within agreed timescales.

You will work closely with customers, dealerships, warranty teams, and internal stakeholders to deliver positive outcomes whilst identifying trends and opportunities to improve the overall customer experience.

In addition, you will manage Customer Satisfaction Index (CSI) activities, monitor service quality performance, and support initiatives designed to improve customer satisfaction and dealer standards.

Key Responsibilities

Customer Complaint Management

Manage customer complaints relating to vehicle quality, repairs, warranty claims, parts supply, dealership interactions, and aftersales services.

Take ownership of escalated customer cases from initial contact through to resolution.

Coordinate with dealerships and internal teams to deliver effective solutions.

Ensure timely customer communication throughout the complaint lifecycle.

Reduce complaint escalations and repeat issues through effective case management.

Customer Experience & CSI Management

Manage Customer Satisfaction Index (CSI) activities and reporting.

Conduct customer follow-up calls and satisfaction reviews.

Monitor customer feedback and identify service improvement opportunities.

Analyse customer experience trends and develop improvement initiatives.

Support actions that increase customer satisfaction, loyalty, and retention.

Analyse complaint data, service trends, and customer feedback.

Produce regular reports detailing key findings and recommendations.

Conduct root cause analysis to identify recurring issues.

Track improvement actions and measure their effectiveness.

Support ongoing service and process improvement initiatives.

Support dealer partners with complaint resolution and customer experience best practices.

Monitor compliance with service standards and customer care processes.

Assist with service audits and quality improvement programmes.

Build strong relationships with both internal and external stakeholders.

About You

Minimum 2 years' experience in customer complaints, customer experience, aftersales, customer service, or service operations.

Previous experience within the automotive industry.

Strong complaint handling and conflict-resolution skills.

Experience managing escalated customer cases.

Excellent communication and stakeholder management skills.

Strong analytical and reporting capabilities.

Ability to prioritise workloads and manage multiple cases effectively.

Fluent written and verbal English.

Experience managing CSI, NPS, or customer satisfaction programmes.

Experience working with automotive dealer networks.

Understanding of vehicle warranty processes and aftersales operations.

Knowledge of UK consumer rights legislation and customer service best practices.

OEM, manufacturer, retailer, or automotive franchise experience.

What's on Offer?

Salary up to £45,000

Performance-related bonus

Office-based role at Chiswick Park, London

Monday to Friday working pattern

Supportive and collaborative team environment

Opportunity to influence customer experience and service excellence within a growing automotive business

Requirements

Minimum 2 years' experience in customer complaints, customer experience, aftersales, customer service, or service operations.

Previous experience within the automotive industry.

Strong complaint handling and conflict-resolution skills.

Experience managing escalated customer cases.

Excellent communication and stakeholder management skills.

Strong analytical and reporting capabilities.

Ability to prioritise workloads and manage multiple cases effectively.

Fluent written and verbal English.

Salary up to £55,000 & Company Car

Performance-related bonus

Office-based role at Chiswick Park, London

Monday to Friday working pattern

Supportive and collaborative team environment

Opportunity to influence customer experience and service excellence within a growing automotive business