Quality Customer Care Manager - BMW Bradford
As a Quality Customer Care Manager, you'll be the go-to person for customer care, supporting customers across both sales and aftersales, and making things right when challenges arise.
This is a role with plenty of autonomy, so we're looking for someone who's confident making decisions, comfortable handling sensitive situations, and passionate about delivering excellent service.
Your day-to-day will include:
* Supporting customers with queries, concerns, and complaints in a professional and empathetic way.
* Taking ownership of customer issues from start to finish, and keeping customers updated throughout.
* Spotting trends in customer feedback and sharing ideas on how we can improve.
* Working with teams across the group to deliver consistent and high-quality customer experience.
* Monitoring customer communications to ensure a high standard of service.
* Supporting continuous improvement across customer and colleague journeys.
* Helping promote a positive, customer-first culture across the business.
What we're looking for in a Quality Customer Care Manager
We're looking for someone who is passionate about customer experience and committed to delivering exceptional standards.
You'll ideally have:
* Previous experience in handling customer complaints or escalated customer situations.
* Strong communication and interpersonal skills with the ability to build rapport quickly.
* A calm, solutions-focused approach and confident handling sensitive conversations.
* The ability to work collaboratively across departments.
* Strong organisational skills and the ability to manage multiple priorities.
* An understanding of fair customer outcomes and customer service best practice.
* Experience within automotive retail, premium retail, hospitality or another customer-focused environment would be advantageous.
What we offer
At JCT600, we believe in rewarding and supporting our colleagues. Every Quality Customer Care Manager benefits from a competitive package and access to a wide range of colleague benefits including:
* Annual leave: 34 days including bank holidays, increasing to 36 days (5 years) and 38 days (10 years)
* Family support: Enhanced paid maternity and paternity leave
* Wellbeing & protection: Life assurance, pension, enhanced sickness cover
* Training & development: From foundation to advanced levels through brand partner training and best-in‑class leadership development.
* Colleague car purchase scheme & servicing discounts
* Cycle‑to‑work and discounted gym schemes
* Referral scheme up to £1,000
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