Regional Quality Care Lead — Transform Customer Experience

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

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