Customer Service Manager - Maidstone
Motorpoint
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Benefits offered by this job
Job summary
Motorpoint in Maidstone is seeking a Customer Service Manager to lead the customer journey from vehicle handover to delivery. You will oversee the team, ensure outstanding service, and resolve issues promptly to maintain our high customer-satisfaction standards.
The role requires strong leadership, excellent communication, and the ability to coordinate cross-department activities. A full UK driving licence is essential, and the position includes a 40-hour week on a 5-out-of-7 rota with weekend
Qualifications
- Proven track record of strong customer service in a face-to-face environment.
- Experience of people and team management.
- Strong verbal and written communication skills.
- Ability to identify training needs and coach others to be the best they can be.
- Full UK driving licence is required.
Responsibilities
- Overarching responsibility for the smooth running of the full vehicle handover process, including paperwork, finance sign-ups and vehicle demonstrations.
- Delivering fantastic customer service to ensure customers' needs are met and exceeded.
- Ensure customer issues are resolved positively on a same-day basis.
- Manage the customer service team, ensuring optimum staffing levels and even workloads.
- Work with the Sales Manager to streamline the customer journey and improve the process.
- Liaise with other departments to ensure same-day vehicle delivery and manage delays.
Skills
Job description
We Are Motorpoint, The UK’s Leading Omnichannel Car Retailer Of Nearly New Cars. At Motorpoint, We All Share The Same Vision
To be the Car Buyer's Champion, trusted to deliver unrivalled Choice, Value and Quality.
We believe that by creating a fantastic place to work for our colleagues, we will deliver the best possible experience for our customers. So, if you want to work with an amazing group of people who are fun, friendly and get stuff done - and who bring our values to life – PROUD, HAPPY, HONEST, SUPPORTIVE – by working TOGETHER, then Motorpoint is the place to be and we are on a mission!
Customer Service Manager
£37,150 per annum + Bonus
Maidstone
40 hour, 5 days out of 7 on a rota. This will include the weekend when we experience our busiest days.
- Due to the nature of the role, we will require you to have held a driving licence for more than a year. Infrequent travel to other Motorpoint locations may be necessary*
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.
- 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!
- 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 skillsAbility 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
- 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 and cashback at hundreds of high street retailers and 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!
At Motorpoint, buying a car is simple. We only do nearly new cars and nobody beats us on price. That’s a promise.
We only sell nearly new, and our cars are all under warranty – so peace of mind comes as standard. And with a range of makes and models to choose from, you’re sure to find one within your budget.
Whatever you need, we’re here to help. With finance options that put you in the driving seat and award‑w...
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