Vertu BMW Exeter Vertu BMW Exeter are recruiting a Customer Care Manager to join our ever growing team Now is a great time to join our team, especially if you are looking for a company that has the growth strategy that will deliver you career progression opportunities. We are offering a £32,000 basic salary with an OTE of £34,000 plus an excellent range of Company Benefits As our Customer Care Manager you will work closely with the General Manager and Service Manager in the management and resolution of escalated customer issues across the dealership, to ensure we consistently deliver a great customer experience. The main duties of this role are: Managing all customer concerns Find tailored and effective solutions to resolve customer issues and complaints, whilst simultaneously improving customer satisfaction. Be a customer advocate by being the single point of contact, leading and ensuring communication with customers. Follow up with Departmental Line Managers to ensure they are proactively following through on agreed actions to bring the concern to conclusion in a timely manner. Analyse customer issue and complaint trends, structures and processes, systematically Handling cross-functional issues and all types of complaints, (for example: sales, service, online, product, finance etc.), that cannot be resolved by customer-facing employees at first instance. Be a conduit for resolving customer complaints that require BMW UK intervention The ideal candidate will be able to demonstrate a successful track record within a fast paced customer focused role; you must have previous experience within a similar role. You must have the ability to focus on customer needs and satisfaction, set high standards for quality and quantity, monitor and maintain quality and productivity in order to set and achieve goals. Experience in using CRM Systems is essential. You will be expected to drive the business forward and maximise customer satisfaction whilst motivating and managing your team. You will be able to demonstrate that you share our company values as well as, strong communication and organisational skills. We are proud to be the Motor Retailer who invests more in our colleague's personal development than any other, so if you are successful, you can look forward to on-going training opportunities that provide you with the right career path, career progression and a range of benefits you would expect from an employer of choice which includes: 25 days holiday rising with length of service plus bank holidays Access to our online rewards platform giving you cash back and discounts for multiple retailers Preferential Service Rates Colleague Purchase Scheme Share Incentive Scheme Pension Enhanced Maternity & Paternity If this is the right opportunity for you to take the next step in your career, then apply to join us today LI-BK1