Group1 Cambridge is looking for a Quality Care Customer Manager.
Your role
As a Quality Customer Care Manager, you’ll be the driving force behind ensuring outstanding service across multiple locations. Your responsibilities include handling and resolving customer concerns, analysing feedback, coaching teams, and leading quality assurance efforts to enhance the customer journey and build long-lasting relationships. This role involves regional travel, influencing service standards, supporting cross-functional teams, and championing the voice of the customer for continuous improvement.
Joining a successful, global automotive group, you’ll broaden your experience across various sites and brands. With the right support, you can progress as far as your ambitions allow.
Responsibilities
* Serve as the primary contact for customer enquiries, concerns, and feedback.
* Conduct regular check-ins via our systems, BMW complaints portal, VOC portal, and Direct Affinity to ensure customer satisfaction.
* Handle customer issues effectively, providing prompt resolutions before escalation.
* Collaborate with other departments to ensure a seamless customer experience.
* Resolve customer issues promptly with department managers.
* Coach and guide the service team on customer and call handling, and assist in improving our EVHC process.
* Represent the voice of the customer within the organisation, advocating for their needs and collaborating with internal teams to meet those needs.
* Identify opportunities to expand customer relationships and drive revenue through upselling and cross-selling.
* Manage high-pressure situations and resolve conflicts effectively.
* Track and analyse customer satisfaction scores and KPIs.
* Prepare and present reports on customer activity, performance, and feedback.
* Recommend improvements to customer service processes and procedures.
* Contribute to developing best practices for customer management.
* Gather customer feedback for team development.
Your profile
If you care about delivering great experiences, we want to hear from you, even if you don’t meet every skill listed below.
* CRM (Customer Relationship Management)
* Customer Service skills
* Strong written and verbal communication
* Problem-solving abilities
* Negotiation skills
* Data analysis experience
* Time management
* Stakeholder management skills
Rewards
* 33 days of annual leave (including bank holidays)
* Exclusive retail discounts to save money daily
* Discounts on new and used cars, and servicing offers
* Company pension scheme
* Family-friendly policies to support work-life balance
* Cycle-to-work scheme
* Support for your wellbeing, including 24/7 healthcare access
* A paid day to volunteer in your community
* Company share purchase plan
* Referral bonuses for recommending friends
* Training and development opportunities
* Life assurance with optional increased cover
* Flexible working options available
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