Meridian Business Support are delighted to be working with one of the UKs largest independent 4x4 dealerships to recruit a Customer Care Manager in Chelmsford.
Our client has been established for over 50 years and offers in excess of 2000 premium vehicles for sale at their state-of-the-art multi-floor showroom.
As a Customer Care Manager, the successful candidate 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.
Role Description
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
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 successful candidate:
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 multi-task effectively between various methods of contact
Confident and proficient in using Word, Outlook, Excel and systems
Experience with a support ticketing systemSalary – between £35,000 - £40,000 per annum
Hours – 40 hours per week Monday - Friday 9am-6pm
For more information, please contact Kevin in the office on (phone number removed) or (url removed)
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