We are looking for a Customer Care Manager to take ownership ofplex and escalatedplaints, ensuring swift resolutions and maintaining our reputation for excellence. This is a pivotal role where your ability tobine empathy,mercial acumen, and problem-solving skills will make a real difference.
Start: ASAP
Basic pay rate: £ per hour PAYE (£39k) – potential to increase to £ per hour depending on experience
Duration: to 3rd April 2026 initially
Working hours: 35 hours per week on a rota between 08:00 – 18:00 with a 1-hour break.
Shifts are 08:00 – 16:00, 09:00 – 17:00 or 10:00 – 18:00.
Once every two weeks, you are required to work 10:00 – 18:00.
Location: 3 days in the office, 2 days WFH. For the first 2 – 4 weeks, you will need to be office-based for training purposes.
What You’ll Do
1. Investigate and resolve escalated andplexplaints, including technical, legal, and high-profile cases.
2. Authorise vehicle buyback requests and manage goodwill budgets to resolve dissatisfaction.
3. Collaborate with internal teams and retail agents to achieve first-touch resolutions.
4. Maintain accurate records ofplaints and corrective actions.
5. Identify trends and provide feedback to improve processes and customer experience.
6. Prepare professional summaries and updates for senior management.
What We’re Looking For
7. Customer care background in automotive industry
8. Strong customer orientation with excellent verbal and writtenmunication skills.
9. Organised, self-motivated, and detail-focused with the ability to work under pressure.
10. Tenacious and proactive in investigating and resolving issues.
11. Ability to build strong relationships and influence stakeholders.
12. Flexible approach to working hours, including weekend and out-of-hours cover on a rota basis.
13. In-depth knowledge ofpany products, processes, and systems.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#4740972 - Ben Gower