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