Group Customer Quality Care Manager

Group Customer Quality Care Manager
Romford, Essex
To £50,000, plus benefits
Our client is a rapidly expanding and successful motor dealership group, operating across London and the Home Counties with 58 showrooms, across 12 brands, having a turnover in excess of £500M and over 800 staff.
They are going through an exciting period of transformation and we’re looking for a customer-focused individual to embrace this brand-new challenge as a Group Customer Quaility Care Manager.
As a Quality Customer Care Manager, you’ll play a key part within the group, working with some the worlds one of the best brands in the industry and supported by our experienced leaders.
Managing a team of three, you will be the primary point of contact for customer care, adeptly managing and resolving complaints across all departments. By proactively seeking customer feedback, you’ll streamline the complaint resolution processes to optimise efficiency and ensure we’re providing unparalleled customer experiences. 
If you’re looking for a role that’s a blend of being fast-paced and challenging, with a culture that enables you to be yourself, this is the opportunity for you!
Quality Customer Care Manager Role:

• Experience of expertly managing customer complaints within a premium automotive/retail environment
• Excellent interpersonal skills with the ability to effortlessly build trust and rapport whilst managing conflict and complaints
• Ability to work collaboratively in a cross-functional environment, contributing positively to shared objectives
• Confidence to meet the required standards for providing fair and transparent advice to our customers, using your understanding of legal acts which regulate issues of consumer rights protection and commercial transactions
• Passion for our industry, the people who work in it and the people we serve
• Creating exceptional experiences for our customers, providing personalised solutions and building lasting relationships to ensure excellence at every point of interaction
• Proactively monitor and analyse customer feedback and trends, utilising this information to shape our processes for ongoing improvement
• Foster a culture of continuous improvement by Identifying gaps and opportunities for improvement within existing processes and systems
• Devise strategic measures and reports to amplify customer satisfaction, considering feedback and data insights to drive positive outcomes and elevate the customer experience

Experience Required:

• Strong customer care experience within automotive or high value retail consumer products
• Strong knowledge of the Consumer Rights Act
• Experience of engagement with senior management and legal teams