An exciting opportunity has arisen at Kimberley Caravan Centre, Darlington for a Customer Care Manager. At Kimberley, our vision is to deliver the best caravan & motorhome buying and ownership experience for our customers. And we are now recruiting for a Customer Care Manager to head up our fast-paced service centre.
The successful candidate will ensure our service centre delivers exceptional customer care. You will have excellent people management skills and be able to deal with the challenging situations which may arise within the service centre. You will be responsible for monitoring and maintaining the highest standard of satisfaction within this customer-focused environment.
Main duties:
1. Ensure service advisors are completing their tasks accurately and effectively, including, but not limited to, maximising warranty revenue, minimising costs, sending parts back for credit, maintaining customer notes etc.
2. Develop and maintain a “first time fix” culture in the service team.
3. Develop action plans to maximise opportunities within Service to reach and achieve targets.
4. Manage Workshop diaries.
5. Maximise revenue through ensuring all warranty processes are carried out effectively.
6. Weekly reporting of department performance to Operations Manager.
7. Work closely with senior management to ensure that key objectives and strategies are met.
8. Control direct department costs within budget, supporting in annual budgeting and target setting.
9. Coach and develop members of staff, ensuring skills and knowledge of products and processes are maximised across the team.
10. Advocate the importance of people, process and performance whilst showing your passion to deliver outstanding customer care.
11. Audit existing internal processes.
12. Carry out ad hoc duties as required by Operations Manager.
To be successful in this role you will be:
1. An excellent communicator, with the ability to build strong rapport with both the customer and team.
2. Customer-focused.
3. Possess strong people skills.
4. Result-oriented.
5. An effective problem-solver.
6. Highly effective at time and resource management and forward planning.
7. Able to multitask and prioritise.
8. Able to take accountability for yourself and a team.
9. Able to show and use initiative.
You will be working very closely with all departments interdepartmentally, so the ability to develop a strong working relationship is essential.
And what about us?
KIMBERLEY has over the last 40 years grown to be one of the largest family-owned dealerships in the UK, successfully growing our business across the midlands. At Kimberley, we're not just selling motorhomes and caravans – we're selling dreams, freedom, and the open road.
As the premier destination for leisure enthusiasts, our dealership is more than just a place to buy vehicles; it's a community where passion meets possibility.
Join our team at Kimberley and be surrounded by great people with a passion for delivering for our customers and a passion for our products.
You’ll be able to sample the great outdoors for yourself with our Employee Free Vehicle Loan Scheme and other benefits including staff store discount, employee referral bonus scheme, employee of the month scheme, long service award scheme and much more.
At Kimberley, every day feels like an adventure and every customer interaction is a new destination waiting to be explored!
Why Kimberley is the ultimate place to work:
1. Passion for Adventure: Our team shares a deep love for exploration and a genuine excitement for the lifestyle. From road trips to camping adventures, we live and breathe the spirit of adventure every day.
2. Innovative Culture: We're not afraid to blaze new trails and push the boundaries of what's possible. With a culture of innovation and creativity, there's always room to grow and develop new skills.
3. Customer-Centric Approach: At Kimberley, our customers are at the heart of everything we do. We go above and beyond to provide personalized service and create unforgettable experiences for each and every visitor.
4. Team Spirit: We're more than just colleagues – we're a tight-knit team of like-minded individuals who support and inspire each other. Whether we're brainstorming ideas or hitting the road for a team-building adventure, we're in it together.
If you're passionate about adventure, apply today.
All training will be provided onsite at the Darlington Service Centre.
This is a full-time, on-site position, Mon - Fri, 8.30 am to 5.30 pm. You may be required to work the occasional Saturday. Department opening hours can be seasonal, with slightly shorter days in winter. This will be discussed at the interview stage.
Job Types: Full-time, Permanent
Pay: From £35,000.00 per year
Additional pay:
1. Performance bonus
Benefits:
1. Canteen
2. Discounted or free food
3. Employee discount
4. On-site parking
5. Referral programme
Work authorisation:
1. United Kingdom (required)
Work Location: In person
Application deadline: 14/02/2025
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