Norwich
Service
Full time
Permanent
We are seeking a dynamic and experienced Customer Care Manager to lead and oversee the customer service operations at our busy vehicle service centre in Norwich. The ideal candidate will be passionate about providing exceptional service, resolving customer concerns, and ensuring a positive experience for all our clients. This role requires a strategic leader with a hands-on approach, who is able to manage a team of Service Advisors while maintaining high levels of customer satisfaction.
Key Responsibilities:
1. Customer Service Excellence: Ensure all customers receive high-quality service, from initial inquiries to post-service follow-up, ensuring a positive and memorable experience.
2. Team Management: Lead, train, and motivate a team of customer service staff, providing guidance, performance feedback, and coaching to meet individual and team goals.
3. Issue Resolution: Handle escalated customer complaints and concerns with professionalism and urgency, finding timely solutions that align with company policies.
4. Operational Efficiency: Develop and implement customer service protocols to streamline processes, improve response times, and ensure consistent service quality.
5. Communication: Act as the primary point of contact between customers and the service team, ensuring clear communication on vehicle repairs, maintenance schedules, and service updates.
6. Customer Retention: Identify opportunities to enhance customer loyalty, including follow-up calls, feedback surveys, and personalized service recommendations.
7. Reporting & Analysis: Track and report customer service metrics, including customer satisfaction scores, complaint resolution rates, and team performance.
8. Collaboration: Work closely with other departments such as service advisors, technicians, and sales teams to ensure seamless service delivery and customer satisfaction.
9. Administrative Duties: Oversee customer care records, manage service appointments, and maintain accurate logs of customer interactions and service outcomes.
Qualifications:
1. Proven experience in customer service, preferably in an automotive or vehicle service environment.
2. Strong leadership and team management skills.
3. Excellent communication and interpersonal skills, with the ability to interact with customers at all levels.
4. Problem-solving ability and the capacity to manage difficult situations with diplomacy.
5. High attention to detail and organisational skills.
6. Proficiency in customer service software and CRM systems.
7. Knowledge of vehicle maintenance and repair services is a plus, but not required.
Education & Experience:
1. Minimum of 3-5 years of experience in a customer service or management role.
Personal Attributes:
1. Customer-focused with a strong desire to help others.
2. Positive, solution-oriented attitude.
3. Strong multitasker with the ability to manage time effectively.
4. Ability to remain calm under pressure and handle difficult situations with professionalism.
Benefits:
1. Competitive salary and Bonus Scheme £45,000 OTE
2. Company car
3. 23 days paid holiday increasing with length of service
4. Opportunities for career development and growth within the company.
If you are passionate about customer service and want to be part of a dynamic team in a fast-paced vehicle service environment, we encourage you to apply. Join us in delivering exceptional service and building lasting relationships with our valued customers!
Salary: £35,000.00 plus bonus scheme (OTE £45,000.00)
Hours: Monday to Friday 8.00am to 6.00pm plus 1 in 3 Saturdays 8.00am to 1.00pm on a rota
Closing date: 02-02-2025
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