Customer Service Manager - Derby

Motorpoint Ltd; Long Eaton; On-site; GBP 29,000 - 31,000; Full time

Job summary

A leading automotive retailer in Long Eaton is looking for a Customer Service Manager to enhance the customer experience. This role involves overseeing the vehicle handover process and managing a team to deliver outstanding service. Ideal candidates will have strong customer service skills, team management experience, and a passion for mentoring others. The position offers a competitive salary of £29,131 - £30,171 plus bonuses, along with various employee benefits including paid time off and discounts.

Benefits

Paid time off monthly

31 days holiday plus additional leave

Long service awards

Staff discounts

Pension

Healthcare

Vocational development courses

Quarterly team socials

Qualifications

• Proven track record in face-to-face customer service.
• Experience managing a team and resolving customer issues.
• Full UK driving licence required.

Responsibilities

• Oversee the vehicle handover process and all related paperwork.
• Deliver exceptional customer service exceeding customer expectations.
• Manage the customer service team to ensure effective workload distribution.
• Collaborate with various departments to ensure smooth vehicle delivery.

Skills

Customer service experience

Team management

Verbal communication

Organizational skills

Coaching and mentoring

Job description

Overview

Our Customer Service Manager plays a key role in maintaining our strong reputation with our customers. We pride ourselves on being nothing like other car dealerships, this role helps us achieve that by ensuring our customers leave our showrooms feeling satisfied they've had a great customer experience throughout their journey.

Responsibilities

• You will have overarching responsibility for the smooth running of the full vehicle handover process, including all paperwork, finance sign-ups and vehicle demonstration
• Delivering fantastic customer service to ensure customers' needs are not just met but exceeded through fantastic customer service
• Ensure customer issues are resolved positively and on a same-day basis
• Managing of the customer service team, responsible for ensuring optimum staffing levels and evenly distributed work loads.
• Working as part of a team to ensure customer service (NPS) targets are met monthly
• Working closely with the Sales Manager to streamline and improve the customer journey at every opportunity
• Liaising with other key departments on site to ensure the customer can receive their new car in a same-day service, and managing expectations if there is to be a short delay
• Above everything else, you'll live the Motorpoint values of Proud, Honest, Supportive, Happy and Together. You'll also be ready for some serious fun!

Qualifications

• A proven track record of strong customer service working within a face-to-face customer service environment
• Experience of people and team management
• Strong verbal and written communication skills
• Commitment to providing great customer service with strong organisational skills
• Ability to identify training needs and have a passion for mentoring and coaching others to be the best they can be
• Due to the nature of the role, we will require you to have a full UK driving licence

Role details

• Salary range: £29,131 - £30,171 + Bonus
• Location: Derby
• Hours: 40 hour, 5 days out of 7 on a rota. This will include the weekend when we experience our busiest days.

What is in it for you?

• Paid time off every month to do something that makes you happy
• 31 days holiday plus days off for your birthday, getting married or moving house
• Additional holidays for length of service
• Long service awards
• Staff discount on cars and finance options
• Discounts & cash back at hundreds of high street retailers & restaurants through our "My M.O.T" platform
• Smart Tech in partnership with Currys
• Cycle to work
• Pension
• Healthcare
• Enhanced Parental Leave
• Employee Assistance Programme (EAP)
• Vocational and personal development training courses
• Quarterly team socials
• Team feasts
• Scratch card rewards
• Sharesave scheme (SAYE)
• Plus much more!