Customer Service Manager

Customer Quality Manager

£24,000 per annum, with an achievable £32,000 OTE - None sales based!

Hours: Monday to Friday 8am - 6pm

Our client is a leading and successful privately owned automotive network, operating over 30 sites across London, Essex, Hertfordshire, Suffolk, Buckinghamshire, Bedfordshi!re and Cambridgeshire, on behalf of the industry's biggest manufacturers.

With a turnover more than £500M, and over 850 staff in the UK, they now seek a Customer Quality Manager to review, manage and improve the customer experience across the local dealership.

Take Responsibility for:

• To be the communications co-ordinator of all customer feedback and to ensure this is delivered to the relevant divisional managers to review and improve scores
• To identify trends in the Quality Score Reports and hold quality meetings that enable the development of process improvements to increase future scores
• To review the manufacturers dealership scores and identify weaknesses to be addressed
• To constantly review the site, ensure the customer experience is pleasant and that staff are polite and always acting in a professional manner
• Ensure cars, equipment and furniture at the dealership is clean and tidy
• To be in the public domain and be a 'front-of-house’ contact for customers and the manufacturer

Skills/ Experience/ Qualifications

• You must have a Full UK Driving License - ESSENTIAL!
• You must be eloquent, professional, and presentable
• Have Customer Services experience. Hospitality, Retail, Hotel, Travel or Food & Beverage would be an advantage
• Able to deal with challenging customer queries in a calm and professional manner
• Able to lead meetings and work across teams in a professional assertive manner to ensure Quality Scores improve and remain high
• Able to manage the manufacturers stakeholders

Hours:

• Monday to Friday 8am - 6pm