Chelmsford

Perm

£35,000 - £40,000

Closing date: 08 Oct 2024

As a Customer Care Manager you will lead a cross departmental team involved in core customer relations experiences, project development, enquiry management and ensuring high standards are met and exceeded throughout the company.

Working in a fast paced and vibrant team, this role is perfectly suited to someone with a positive, can do attitude, who has customer service as key focus for their career. The successful candidate must possess knowledge of complaint handling, team management, administrative skills, report building, presentation creation, Google and MS Office applications and have strong analytical skills with a keen eye for detail.

You should work well under pressure and be able to multi-task across a number of customer care cases and manage diverse workloads to tight deadlines. The role will focus on leading the Customer Care Team and resolving all customer questions and queries post sale of their vehicle.

Furthermore, the role requires report building and the development of protocols, reporting tools and ticket management in order to report issues back into the company. You will be the face of the business with our reviews and will work closely with third parties to ensure that our reviews remain high on all third party websites.

Role Description:

You will have the below core responsibilities.

  • Lead, develop and grow the Customer Care Team
  • Be a point of contact for customer care for our customers
  • Lead on resolving any challenges customers may have
  • Ensuring all customers are communicated with correctly and promptly by the appropriate person, whether that is within your team or the wider company
  • Keeping in touch with customers, making sure all queries are resolved and any aftercare issues are dealt with promptly
  • Help to develop guidelines and process to ensure there is an effective system in place for handling any customer aftercare challenges
  • Ensuring all administration and systems linking into sales are kept up to date
  • Liaising with customers and the relevant departments regarding any challenging reviews and seek to resolve
  • Work closely with the in-house teams to ensure matters are resolved prior to escalation such as a complaint
  • Working and maintaining a support ticket system and use it to record accurate information relating to customer issues
  • Providing feedback into relevant departments for case resolution
  • Managing each case issue from start to finish, including active management of the teams open tickets
  • Create, design, manage and present weekly, monthly, yearly and ad-hoc reports

The ideal candidate will hold:

  • Experience within a similar role/environment (automotive experience welcome, but not mandatory)
  • Experience in building customer relationships, handling difficult customers and problem solving
  • Clear desire to make things better for customers with regards to aftercare and to leave them happy
  • Strong commitment towards achieving swift response times and positive customer reviews/feedback
  • Ability to 'self-manage' and work with autonomy without direction and use own initiative
  • Ability to multi-task effectively between various methods of contact
  • Excellent telephone manner
  • Strong written and verbal communicator
  • Positive attitude towards customers and colleagues
  • Remains calm under pressure
  • Confident and proficient in using Word, Outlook, Excel and systems
  • Experience with a support ticketing system

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