UK Customer Care Manager

JR United Kingdom; Crawley; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading automotive manufacturer is seeking a Customer Care Manager to enhance customer service excellence in the UK. This role involves setting up call centres and developing strategies to improve customer satisfaction and retention, requiring strong communication and leadership skills.

Benefits

Competitive compensation package

Culturally enriching role

Opportunity to build something monumental

Qualifications

• Experienced in automotive customer care.
• Knowledge of performance metrics for customer service.
• Proven track record in leading customer service teams.

Responsibilities

• Implement customer service policies and procedures.
• Recruit and manage a team of customer service staff.
• Respond promptly to customer service issues.

Skills

Customer service support

Communication skills

Decision-making

Problem-solving

Business acumen

Education

Recognised qualification in automotive environment

Tools

SAP

Microsoft Office

Excel

Customer service software

Job description

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UK Customer Care Manager, Crawley, West Sussex

Client:

Location: Crawley, West Sussex, United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

Job Description:

Changan Automobile, one of the world’s leading automotive manufacturers from China, brings a rich heritage and global reach to the UK market. With a presence in Europe & UK since the early 2000s through design and R&D centres, Changan has now established its UK National Sales Company, marking a new commitment to the region. Operations across multiple European markets will begin in 2025, introducing Changan's vehicle lineup that blends European design excellence with advanced Chinese technology. Driven by innovation and quality, Changan is excited to deliver intelligent, stylish, and sustainable mobility solutions tailored for Europe & UK.

Overview of Role

We are seeking an experienced Customer Care Manager to support the setup of Customer Service excellence for the UK. Your goal is to ensure absolute customer satisfaction, respond to customer inquiries, resolve issues, and build lasting relationships with our customers. Responsibilities include setting up third-party call centres and implementing strategies to improve quality of service, customer retention, and satisfaction.

Our ideal candidate will possess excellent communication skills, a customer-oriented attitude, and leadership abilities with extensive knowledge in problem solving, resourcefulness, and a methodical approach, following correct processes and working within recognized authority and escalation levels.

Reporting to the After Sales Director, the role requires a hands-on approach as we scale the business from the ground up. As the Customer Care Manager, you’ll have the opportunity to use your customer service expertise to shape the Changan business in the UK.

This will be aligned with and supported by teams in Europe and China, delivering the same high standards as the Changan product.

The role will be based at our NSC in Birmingham.

Requirements

• A recognised qualification or relevant experience within the automotive environment
• Experience in providing customer service support
• Knowledge of performance evaluation and customer service metrics
• Experience with systems such as Excel, Microsoft Office, SAP, and customer service software
• Outstanding written and verbal communication skills
• Strong decision-making and problem-solving skills
• Good business acumen
• Ability to build and maintain effective relationships
• Agility and flexibility
• Self-motivation, initiative, and enthusiasm
• Ability to handle high-pressure situations
• Commitment to meeting deadlines
• Passion for technology and digitization in the automotive industry

Duties & Responsibilities

• Implement customer service policies and procedures
• Recruit, manage, and lead a team of customer service staff
• Support the setup of call centres where required
• Provide training and mentorship to team members
• Respond to customer service issues promptly
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate efforts to meet them
• Engage with customers and build relationships to promote retention
• Conduct regular performance audits and analysis
• Implement strategies to improve service quality, productivity, and profitability
• Act as an ambassador for dealership relationships across the region
• Support retention targets to achieve a world-class customer experience framework

Other Features

• A culturally enriching role with the opportunity to build something monumental
• A diverse, multinational team
• Start-up energy within a secure corporate structure
• Competitive, rewarding compensation package based on qualifications and experience

If selected for an interview, our recruitment team will contact you directly. Due to the high volume of applications, we are unable to inform candidates who are not shortlisted or provide specific feedback.