Regional Customer Experience & Quality Lead

Group 1 Automotive; Borehamwood; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

33 days annual leave

Retail discounts

Car discounts

Pension scheme

Family-friendly policies

Cycle-to-work

Wellbeing support

Healthcare access 24/7

Volunteer day

Share purchase plan

Referral bonuses

Training & development

Life assurance

Flexible working

Job summary

Group 1 Automotive seeks a Quality Customer Care Manager to drive exceptional service across BMW and MINI brands at multiple sites in Norwich, Ipswich, Colchester, Bedford, Cambridge and Lincoln. You’ll own the customer voice, analyse feedback, and coach teams to raise standards while coordinating with cross‑functional colleagues.

In this regional role, you will prioritise customer journeys, resolve issues promptly, and champion continuous improvement with travel as part of the remit.

Qualifications

• Experience using CRM systems to manage customer data.
• Strong written and verbal communication across teams.
• Proven ability to analyse feedback and drive improvements.
• Capable of managing multiple stakeholders and priorities.

Responsibilities

• Serve as the primary contact for customer enquiries and feedback.
• Lead regional QA activities across BMW and MINI networks.
• Analyse customer feedback and call data to identify trends.
• Coach service teams to improve customer handling and EVHC processes.
• Collaborate with sales, product and support to align customer needs.

Skills

CRM

Customer Service

Communication

Problem Solving

Negotiation

Data Analysis

Time Management

Stakeholder Management

Job description

Group 1 Automotive seeks a Quality Customer Care Manager to drive exceptional service across BMW and MINI brands at multiple sites in Norwich, Ipswich, Colchester, Bedford, Cambridge and Lincoln. You’ll own the customer voice, analyse feedback, and coach teams to raise standards while coordinating with cross‑functional colleagues.

In this regional role, you will prioritise customer journeys, resolve issues promptly, and champion continuous improvement with travel as part of the remit.