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 role offers plenty of autonomy, requiring confidence in decision-making, handling sensitive situations, and 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
Inclusivity & Diversity
JCT600 Ltd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
As part of our commitment to being an inclusive business, we’re proud to be a Disability Confident employer.
We try our hardest to make JCT600 feel like a home from home for all of our colleagues. To us, that’s a place where we can all feel supported to be our true selves every day and where our workforce represents the wonderful communities we serve.
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