Customer Care Manager

Description

Temporary Customer Care Manager With Opportunity to Go Permanent We are looking for a Customer Care Manager to take ownership of complex and escalated complaints, ensuring swift resolutions and maintaining our reputation for excellence. This is a pivotal role where your ability to combine empathy, commercial acumen, and problem-solving skills will make a real difference.

Start: ASAPBasic pay rate: GBP21.43 per hour PAYE (GBP39k) - potential to increase to GBP21.98 per hour depending on experience

Duration: to 3rd April 2026 initially

Working hours: 35 hours per week on a rota between 08:00 - 18:00 with a 1-hour break.

Shifts are 08:00 - 16:00, 09:00 - 17:00 or 10:00 - 18:00.

Once every two weeks, you are required to work 10:00 - 18:00.

Location: 3 days in the office, 2 days WFH. For the first 2 - 4 weeks, you will need to be office-based for training purposes.

What You'll DoInvestigate and resolve escalated and complex complaints, including technical, legal, and high-profile cases.Communicate confidently and empathetically with customers via phone and written correspondence.Authorise vehicle buyback requests and manage goodwill budgets to resolve dissatisfaction.Collaborate with internal teams and retail agents to achieve first-touch resolutions.Maintain accurate records of complaints and corrective actions.Identify trends and provide feedback to improve processes and customer experience.Prepare professional summaries and updates for senior management.What We're Looking ForCustomer care background in automotive industryStrong customer orientation with excellent verbal and written communication skills.Organised, self-motivated, and detail-focused with the ability to work under pressure.Tenacious and proactive in investigating and resolving issues.Commercially aware with sound decision-making skills to manage queries and complaints of high importance.Ability to build strong relationships and influence stakeholders.Flexible approach to working hours, including weekend and out-of-hours cover on a rota basis.In-depth knowledge of company products, processes, and systems.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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Ad ID: 5417417208