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Form of work
SalaryCustomer Care Coordinator
Hours: 8.00am - 5.00pm
Monday to Friday
£30,000 Salary, potential to earn bonus on KPIs.
Our client a busy showroom is seeking a Customer Care professional to join its expanding team in Stafford. The ideal candidate will have a strong customer service / care background with ability to resolve customer complaints.
Requirements of the role
- Proven experience in a Customer Care leadership role within the automotive industry desirable but not limited.
- A good understanding of customer journey process.
- Ability to deal with customer complaints and resolves issues via problem-solving, and decision-making abilities.
- Exceptional interpersonal and communication skills, both written and verbal
- Strategic thinker with the ability to develop and execute Customer Care strategies
- Analytical mindset with the ability to use data to drive decisions and improvements
- Demonstrated leadership and team management skills
- Customer-centric mindset with a commitment to delivering outstanding service
Overall Responsibility
- Support all areas by ensuring that the needs of the customers are being satisfied and exceed customer expectations.
- To communicate and promote excellent customer services throughout the organisation.
- To deal with any escalated customer complaints from the Service Centre Manager.
- To liaise with the Factories and build relationships.
- To oversee declined warranty claims and liaise with the factories as necessary.
- To ensure the customer experience excels at all times by communicating with them whilst on site.
Manage the Customer Service Experience
- Accept challenging customers from the service centre manager. Liaise with the all departments to obtain all the information before discussing with the customer.
- Liaise with the service centre manager and create strategies to ensure the same issues don’t occur again.
- Liaise with Process writer to ensure processes are constantly monitored and improved constant customer service training in order to grow our position in the market.
- Assist with events on site and exhibitions/shows as "the face of the Company".
- Follow NCC Code of Practice.
- Oversee the completion of the NCC Complaints Log and scan onto the customers record card.
- Communicate daily with all managers to discuss possible improvements to customer service.
- Support all members of staff to ensure that customer’s needs are being satisfied for company to be known as the best dealership for customer services in the industry.
