Quality & Customer Care Manager

Crewe BMW

The Quality and Customer Care Manager is responsible for ensuring outstanding service and effectively handling complaints across the customer journey, from initial inquiries through post-purchase support.

The role will focus on driving continuous improvement in customer satisfaction, and ensuring effective, timely resolution of complaints.

• To exclusively handle all customer issues that cannot be resolved immediately by
  customer facing employees for all the BMW/Mini sites. Handle all complaints, regardless of origin,
  including digital channels (CIC, social media etc) with end-to-end responsibility.
• Assess the complaint; proactively reach out to all those involved to thoroughly understand an issue and document the issue accordingly. Find tailored and effective solutions to resolve customer issues and complaints whilst simultaneously improving customer satisfaction.
• Document and monitor all customer complaint cases. Establish standardised processes for
  complaint handling and management (for example: communication standards).
• Work collaboratively with both Sales and Service Managers to ensure the 24 hour follow up is adhered to, ensuring the opportunity is taken to resolve a customer issue prior to the NPS survey.
• Undertake root cause analysis to identify recurring, large impact or strategic issues and derive mitigation / optimisation measures.
• Provide regular reports to management to identify areas of improvement and relevant action plans to increase customer satisfaction and reduce the number of escalations (for example: staff training
  requirements.

• Strong understanding of the motor trade sector, including knowledge of vehicle sales, aftersales services, warranties, and regulatory requirements would be beneficial.
• Excellent judgment and analytical skills to resolve complex issues and improve customer care practices.
• Superior verbal and written communication skills, with the ability to effectively interact with customers, team members, and other stakeholders.
• Proven ability to prioritise customer satisfaction and empathy in all aspects of service delivery.
• Experience with customer relationship management (CRM) software and customer feedback tools would be an advantage.

About us

Lookers are proud to be one of the top three motor vehicle retailers in the UK, representing 32 vehicle manufacturers, selling and servicing a huge range of cars at over 150 franchised dealerships across hundreds of locations throughout the UK & Ireland. We recognise the hard work, flexibility and commitment of our people so we offer an industry leading benefits package. This includes competitive basic salaries plus; 

• Enhanced holidays that increase with service 
• Eligibility to join one of our car schemes 
• Critical illness cover after 2 years and Life Assurance 
• Smart Health - free access to support 24 hours a day, 365 days a year 
• Enhanced paid maternity, paternity and adoption leave 
• For some roles a company car and additional earning potential through commission or bonus. 

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels with our annual Lookers Excellence Awards. So? What are you waiting for? 

Lookers are an equal opportunities employer. We are committed to a working environment that is free from all types of discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential. 

If your application is successful we will conduct relevant employment checks prior to you starting with us. Depending on the role and responsibilities, these could include us verifying your recent employment, address and credit history. We may also conduct a criminal record check and a driving licence check. 

If your skills and experience match what we are looking for, please apply today and one of the Talent Acquisition Team will be in touch