Chelmsford, Essex
Full-time
Perm
up to £45,000 a year
We are looking for a confident and proactive Customer Care Manager to take ownership of all customer complaints and escalations across the business. This is a standalone role where you will act as the central point of contact for complex customer issues, working closely with Service, Sales, and other departments to resolve matters efficiently and fairly. You will be the final decision‑maker on complaints, ensuring consistent, high‑quality outcomes that protect both the customer experience and the business. You will also play a key role in identifying trends, improving processes, and driving continuous improvement across the customer journey, while providing regular insight and reporting to senior leadership.
Key Responsibilities
* Team Leadership – lead, motivate and manage the customer care team to achieve excellent performance; perform regular training sessions on product knowledge and customer service skills, and conduct performance reviews.
* Customer Escalation Handling – serve as the primary point of escalation for complex aftermarket customer queries and ensure swift and efficient resolution, maintaining high customer satisfaction.
* Process Improvement – continuously evaluate and improve the customer service experience; develop guidelines and processes for an effective aftercare strategy, lead report building and system development across the team.
* Reporting and Analysis – monitor and report on customer service metrics, provide insights and recommendations, analyse customer feedback and elevate major concerns or trends to management.
* Feedback Loop – provide case feedback to relevant departments to aid in case resolution and overall service improvement.
* Administration – keep all aftersales administration and systems up‑to‑date for the Customer Care team.
* Legal Coordination – work closely with the in‑house Legal team to resolve matters before escalation, handling complaints effectively.
* Case Management – manage each case from start to finish, ensuring a comprehensive and customer‑focused resolution.
Key Requirements
* Proven experience handling escalated customer complaints, ideally within an FCA regulated automotive environment.
* Strong decision‑making skills with the confidence to resolve complex issues independently.
* Ability to analyse trends and drive process improvements.
* Excellent communication and stakeholder management skills.
* Resilient, organised, and solutions‑focused.
* Knowledge of the prestige motor trade and high‑value vehicles highly advantageous.
This is an opportunity to take full ownership of the customer experience at a critical stage of the journey and make a real impact across the business.
Experience
* Customer service: 2 years (preferred).
Job Types: Full-time, Permanent
Work Location: In person
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