Return on Investment Ltd
Assistant Customer Service Manager
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Assistant Customer Service Manager
Assistant Customer Service Manager
Location
Walton on Thames, Surrey
Job Type
Full time, Permanent
Working Hours
- Standard business weekday hours
- Hybrid working: 3 days in the office, 2 days remote
Salary
£40,000 - £45,000
About Us
At ROI, we support 70% of the UK’s automotive brands in achieving their strategic sales goals and delivering exceptional customer service. By merging innovative marketing strategies with cutting-edge tech solutions, we connect consumers and manufacturers, driving industry transformation. Our expertise shines through our work with global brands like BMW, JLR, Volvo, Kia, and Volkswagen.
As we continue to grow, we're looking for an Assistant Customer Service Manager to help deliver a high-performing, customer-focused customer service operation. This is an exciting opportunity to play a key role in shaping customer experiences, supporting operational excellence, and driving continuous improvement across a complex service environment.
The Role
We’re looking for a confident and collaborative Assistant Customer Service Manager to join our team. Reporting to the wider Customer Service leadership team, you will own the delivery of a consistent, compliant, and high-quality customer experience while working closely with operational teams, dealer partners, and key stakeholders across the business.
This role combines operational performance management, complex case resolution, stakeholder engagement, and continuous improvement. You’ll lead on high-risk customer cases, legal and regulatory compliance, develop team capability, and use insight to drive service enhancements that improve both customer outcomes and operational performance.
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Key Responsibilities
- Own the performance and effectiveness of the customer contact operation, ensuring excellent customer outcomes across all service channels.
- Monitor service performance, customer satisfaction, and complaints metrics, identifying opportunities for continuous improvement.
- Provide leadership, coaching, and direction to Senior Customer Service Advisors.
- Manage complex customer cases, including:
- Vehicle rejections
- Consumer Rights Act cases
- Other escalated issues
- Act as a key point of contact for:
- Dealer network escalations
- Disputes
- Customer concerns
- Deliver best-in-class customer service response to major incidents, ensuring:
- Clear communication
- Effective resolution
- Analyse customer feedback, complaints, and performance data to:
- Identify trends
- Drive service improvements
- Produce insight and reporting to:
- Support decision-making
- Highlight risks and opportunities
What We’re Looking For
We’re looking for a proactive and customer-focused professional who enjoys solving complex challenges, building strong relationships, and driving continuous improvement. If you thrive in a fast-paced environment and are passionate about delivering exceptional customer experiences, we’d love to hear from you.
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Key Skills & Experience
- Experience working within a customer service, customer experience, or contact centre environment.
- Experience managing complex customer cases, complaints, and escalations.
- Understanding of the Consumer Rights Act and its application in customer case handling.
- Strong:
- Stakeholder management skills
- Communication skills
- Analytical skills
- Problem-solving skills
- Experience in:
- Coaching
- Developing or supporting team members
- Working with dealer networks
- Handling vehicle rejection cases (advantageous)
Why Join Us?
Benefits
We understand how important it is to look after our employees. In return for your hard work, we offer:
- A £500 annual health and wellbeing allowance to use on products and services that improve:
- Mental or physical wellness (e.g., gym memberships, sportswear, wellness apps)
- Additional healthcare cover for dependents
- Access to education bursaries for learning new skills
- A day off and a voucher to treat yourself on your birthday
- Company pension
- Healthcare plans, including:
- Private medical insurance
- Dental cover
- 22 days annual leave (rising to 30 with length of service)
- Subsidised car purchase schemes available
How to Apply If you're interested in joining us as an Assistant Customer Service Manager, apply today.
We encourage applications from all backgrounds and are committed to providing an inclusive, supportive workplace.
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