Customer Service Manager

Mr Clutch Autocentres Ltd; Ditton; On-site; GBP 40,000 - 60,000; Full time

Job summary

Mr Clutch Autocentres Ltd is seeking an experienced Automotive Branch Manager or Service Manager in the UK to lead a busy network of autocentres. You will own customer complaints from first contact to resolution, applying your technical and commercial experience to achieve outcomes.

You will review job cards, invoices, inspection reports and technicians' findings, liaise with Branch and Regional Managers, and explain mechanical issues clearly to customers.

Qualifications

• Strong mechanical knowledge and motor-trade management experience are essential.
• Ability to review technical documentation and explain issues clearly.
• Experience in handling customer complaints and resolving disputes.

Responsibilities

• Take ownership of customer complaints across our autocentres from first contact to resolution.
• Investigate technical customer issues and determine 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 and negotiate outcomes.
• Handle escalated disputes, including ADR, mediation and potential legal cases.
• Assist with insurance claims and other customer service matters.

Skills

Strong mechanical knowledge

Motor-trade management experience

Customer service

Complaint handling

Communication skills

Conflict resolution

Problem solving

Job description

This is not a standard customer service or administrative role and solid automotive experience is mandatory for applications. 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.

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.