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Customer Service Manager

Job Posted: 14 days ago

Salary: £ 41,000 - 41,000 / Annum
Job Type: Permanent
Location: Newark on Trent, Nottinghamshire

Expire in: 14 days

Job Description

Customer Service Manager
Brownhills Motorhomes
Brownhills Motorhomes, the UK's largest motorhome dealer, is seeking a Customer Service Manager to lead our customer service function and manage customer complaints and escalations.
This role requires a strong customer service professional with excellent communication skills. You'll be responsible for resolving customer disputes, managing potential rejection-of-goods and legal claim cases, coordinating with internal departments and external partners, and ensuring customers receive regular updates throughout the repair process.
Key Responsibilities
  * Lead and manage escalated customer complaints through to resolution.
  * Act as the primary escalation point for complex customer issues.
  * Investigate complaints and gather evidence.
  * Draft professional and legally compliant responses to complaints and pre-action correspondence.
  * Apply effective conflict resolution and de-escalation techniques.
  * Ensure compliance with the Consumer Rights Act 2015 and related legislation.
  * Liaise with legal representatives, manufacturers, warranty providers, and repair partners.
  * Maintain clear, empathetic, and proactive customer communication.
  * Work closely with operational teams to improve repair times and customer satisfaction.
  * Analyse complaint trends and implement service improvements.
  * Manage and analyse customer survey feedback across sales and service departments, ensuring appropriate follow-up and support is provided where required.
  * Monitor, manage and respond to customer reviews across multiple channels, maintaining a positive brand reputation and addressing customer concerns promptly.
Skills & Experience
  * Proven experience in a Customer Service Manager, Complaints Manager, Customer Relations Manager, or similar role preferable.
  * Ability to handle complex complaints and customer escalations.
  * Experience drafting formal complaint responses and dealing with legal or pre-litigation correspondence.
  * Knowledge of the Consumer Rights Act 2015.
  * Outstanding written and verbal communication skills.
  * Strong negotiation, investigation, and conflict-resolution abilities.
  * Organised, detail-oriented, and able to manage multiple priorities.
  * Knowledge of the motor industry preferable.
Personal Qualities
  * Customer-focused, empathetic, and professional.
  * Calm and resilient under pressure.
  * Solution-oriented with excellent relationship-building skills.
  * Committed to balancing customer satisfaction with commercial objectives.
Salary
£41k basic plus bonus upto £9k
Additional benefits to you
Pension
Life Insurance
Medical Insurance
Free use of on-site swimming pool, sauna, hot tub
Staff discount in our on-site Bistro and Accessory Shop

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