Car Planet
Complaints Manager
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Job Title: Complaints Manager
Reporting to: CPO
Department: Aftersales
About Us:
Join our expanding Car Supermarket team as a meticulous and commercially focused Aftersales Specialist. If you're detail-oriented, financially savvy, and skilled in customer relations, this position offers a competitive package and the opportunity for career progression.
Job Description:
Are you a professional with a passion for customer satisfaction and service excellence? Do you thrive in a leadership role where you can shape and drive aftersales strategies? If so, we want you to join our team as an Aftersales Manager!
Here at Car Planet, we pride ourselves on our commitment to quality and customer satisfaction. As we continue to grow, we are looking for an experienced Aftersales Manager to lead our aftersales department and enhance our service offerings.
Key Responsibilities:
- Develop and implement effective aftersales strategies to ensure top-notch customer service and retention.
- Oversee daily operations of the aftersales department, including staffing, scheduling, and resource allocation.
- Handle/neutralise escalated customer issues and ensure timely and satisfactory resolution.
- Prepare and manage the aftersales budget, ensuring cost-effective service delivery.
- Handle and neutralise customer complaints across all channels, ensuring the best interests of the company are maintained.
- Efficiently manage a high volume of inbound and outbound calls daily.
- Professionally greet customers, ensuring a consistent and approachable presence.
- Book vehicles for repairs, informing customers about repair durations, and always sourcing the most cost-effective solutions by obtaining multiple quotes.
- Coordinate with our external Warranty Company partner and delegate repairs as necessary.
- Negotiate and finalise costs for additional repairs and parts.
- Oversee all administrative tasks related to aftersales, including preparing courtesy car agreements and trade order repair estimates.
- Adhere to FCA rules and regulations.
- Provide daily reports to the Workshop Manager.
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Qualifications:
- Proven experience as an Aftersales Manager or in a similar role.
- Strong leadership and management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in CRM software and other relevant tools.
- Strategic thinker with a customer-focused mindset.
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Requirements:
- Prior experience in car sales or customer service is beneficial.
- Exceptional communication and interpersonal skills with a knack for defusing tense situations.
- Demonstrable ability to multitask, stay organised, and meet strict deadlines.
- Proficiency in Microsoft Office and Google Suite.
- Valid driver's license.
- A keen commercial acumen and a frugal mindset to ensure cost-effective solutions.
Working Hours
- Week 1: Monday to Friday: 08:30 – 18:00
- Week 2: Monday to Friday: 08:30 – 18:00 and one weekend day.
Compensation Package
- Competitive salary of up to £50,000 per year.
- Company events and additional perks.
Location: Enfield
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