Marshall Motor Group is looking for a Quality & Customer Care Manager.
The role
Marshall Motor Group are currently recruiting for a Quality & Customer Care Manager to join our BMW Brand. Reporting directly to the National BMW Franchise Director, this role places you in a pivotal position within the BMW Customer Care Division, acting as a point of contact to customers and ensuring bespoke solutions are offered to escalated complaints.
What will I do on a daily basis?
* Handle all customer issues that cannot be resolved immediately by customer facing colleagues, finding tailored solutions to improve customer satisfaction
* Set all standards in Customer Experience and quality of Customer Service
* Collaborate closely with Sales and Aftersales Managers to ensure company follow up processes are adhered to
* Act as customer advocate, as single point of contact to relevant customers
Location: Marshall Motor Group BMW/MINI & Motorrad, based in Derby reporting to BMW Franchise Director. Involves travel to our other BMW locations.
Hours: 40 hours per week
Salary: up to £32,000 basic with a bonusscheme in place (£37,000 OTEs)
Your profile
* Essential experience in customer relations is required, ideally from an automotive background but not necessarily from BMW.
* Ability to remain professional, calm and positive at all times
* Analytical and strategic
* Proactive mind set
* Positive, can-do attitude
* Outstanding organisation and time management skills with the ability to work to deadlines
Rewards
Benefits: 25 days annual leave plus bank holidays, life assurance, pension scheme, wellbeing support, employee discount for servicing and popular retailers, as well as a purchase discount scheme.
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