Customer Quality Manager - East London £26,000 per annum, with an achievable £31,000 OTE Hours: 8am till 6pm Our client is a leading and successful privately owned automotive network, operating over 30 sites across London, Essex, Hertfordshire, Suffolk, Buckinghamshire, Bedfordshire and Cambridgeshire, on behalf of the industry's biggest manufacturers. With a turnover more than £500M, and over 700 staff in the UK, they now seek a Customer Quality Manager to review, manage and improve the customer experience across the local dealership. Take Responsibility for To be the communications co-ordinator of all customer feedback and to ensure this is delivered to the relevant divisional managers to review and improve scores To identify trends in the Quality Score Reports and hold quality meetings that enable the development of process improvements to increase future scores To review the manufacturers dealership scores and identify weaknesses to be addressed To constantly review the site, ensure the customer experience is pleasant and that staff are polite and always acting in a professional manner Ensure cars, equipment and furniture at the dealership is clean and tidy To be in the public domain and be a 'front-of-house' contact for customers and the manufacturer Skills/ Experience/ Qualifications You must be eloquent, professional, and presentable Hold a Full UK Driving Licence Have customer services experience. Hospitality, Retail, Travel or Food & Beverage would be an advantage Able to deal with challenging customer queries in a calm and professional manner Able to lead meetings and work across teams in a professional assertive manner to ensure Quality Scores improve and remain high Able to manage the manufacturers stakeholders