Quality Customer Care Manager (Norwich)

Group 1 Automotive; Norwich; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

33 days annual leave

Retail discounts

Car discounts and servicing offers

Company pension

Family-friendly policies

Cycle-to-work

Wellbeing support

24/7 healthcare access

Volunteer day

Share purchase plan

Referral rewards

Training and development

Life assurance

Flexible working

Job summary

Group 1 Automotive is seeking a Quality Customer Care Manager – BMW-MINI Regional to lead customer service quality across Norwich, Ipswich, Colchester, Bedford, Cambridge, and Lincoln with flexible base-site options. You’ll drive service standards, coach teams, and champion the voice of the customer to deliver continuous improvement.

You’ll collaborate with cross-functional teams, manage regional travel, and contribute to overall customer satisfaction, loyalty, and revenue growth within a

Qualifications

• CRM proficiency and customer service experience
• Strong written and verbal communication skills
• Proven problem-solving abilities and conflict resolution
• Negotiation skills for upselling and stakeholder alignment
• Data analysis experience to track KPIs and feedback
• Time management to juggle multi-site responsibilities
• Stakeholder management across sales, service and support teams

Responsibilities

• Serve as the primary contact for customer enquiries and feedback across multiple sites
• Regularly check-in using BMW complaints portal, VOC portal and Direct Affinity to ensure satisfaction
• Resolve customer issues promptly and escalate where needed
• Collaborate with other departments to ensure a seamless customer journey
• Coach service teams on customer handling and EVHC process improvements
• Advocate for the voice of the customer and align with internal teams
• Identify opportunities to expand relationships and drive revenue through upselling
• Manage high-pressure situations effectively and resolve conflicts
• Track customer satisfaction scores and KPIs, reporting regularly
• Recommend improvements to customer service processes and procedures
• Contribute to best practices for customer management
• Gather customer feedback to inform team development

Skills

CRM

Customer Service

Communication

Problem Solving

Negotiation

Data Analysis

Time Management

Stakeholder Management

Job description

Quality Customer Care Manager – BMW-MINI Regional

This role covers Norwich, Ipswich, Colchester, Bedford, Cambridge, and Lincoln, with the base site flexible depending on home location and dealership capacity.

Fun, exciting, rewarding work. Join us for the ride.

Working as a Quality Customer Care Manager, you’ll be the driving force behind ensuring outstanding service across multiple locations. From handling and resolving customer concerns to analysing feedback and coaching teams, you’ll lead quality assurance efforts that enhance the customer journey and build long-lasting relationships. This is a dynamic role with regional travel, where you’ll influence service standards, support cross-functional teams, and champion the voice of the customer to deliver continuous improvement.

As part of a successful, global automotive group, you’ll broaden your experience across both sites and brands. And with the right support from us, you’ll be able to progress as high as you can aim.

What we can offer you

• Enjoy 33 days of annual leave(including bank holidays) to rest and recharge


• Save money every day withour exclusive retail discounts


• Drive a great dealwith discounts on new and used cars, plus servicing offers


• Plan for the years aheadwith our company pension scheme


• Balance home and workwith our industry-leading family-friendly policies designed to help you spend more time with the people that matter


• Commute for lesswith our cycle-to-work scheme


• Prioritise your wellbeingwith dedicated support for you and your family


• 24/7 access to healthcare professionals, ensuring you get the expert advice you need quickly and easily


• Make a differencewith a paid day to volunteer in your community


• Invest in your futurewith our company share purchase plan


• Earn financial rewardswhen you refer a friend to join the team


• Keep learning and growingwith our training and development opportunities for everyone.


• Life assurancewith the option to increase cover


• We’re open toflexible workingoptions – just ask

What you’ll do day to day

• Serve as the primary point of contact for customer enquiries, concerns, and feedback.


• Conduct regular check-ins using our systems, BMW complaints portal, VOC portal and Direct Affinity to ensure customer satisfaction


• Effectively handle customer issues, finding prompt and effective resolutions before they escalat


• Work collaboratively with other departments to ensure a seamless customer journey


• Resolve customer issues promptly and effectively with department managers


• Help coach and direct the service team with customer and call handling, also assisting with improving our EVHC process.


• Act as the voice of the customer within the organisation, advocating for their needs and priorities, collaborating with internal teams (sales, product, support, etc.) to ensure customer needs are met


• Proactively identify opportunities to expand customer relationships and drive revenue growth through upselling and cross-selling


• Effectively manage and work through high‑pressure situations and resolve conflicts effectively


• Track and analyse customer satisfaction scores and key performance indicators (KPIs).


• Prepare and present regular reports on customer activity, performance, and feedback.


• Identify and recommend improvements to customer service processes and procedures.


• Contribute to the development of best practices for customer management


• Gather customer feedback to pass on to the teams to develop them further

Helpful skills and qualifications

Don’t worry about ticking off every single skill here − if you care about delivering great experiences as much as we do, we want to hear from you.

• Customer Relationship Management (CRM)


• Customer Service


• Strong Communication (Written and Verbal)


• Problem Solving


• Negotiation skills


• Data Analysis experience


• Time Management


• Strong Stakeholder Management skills

We value diversity and believe it strengthens our team. If you don’t meet every requirement listed but are enthusiastic about this role and eager to learn, we encourage you to apply.

Be part of something big

Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail.

But you don’t need to love cars to work with us

just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people.

Our Values

At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do.

Respect - Integrity - Transparency - Teamwork – Professionalism

These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.