Vertu Motors plc
Group Customer Services Manager
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£38,000 Dependent Upon Experience Plus Company Car
Location: Vertu Motors Head Office, Gateshead, with occasional travel to dealerships across the UK, including some overnight stays.
An exciting opportunity has arisen for a driven, talented individual to join Vertu Motors as our Group Customer Services Manager. This is a key leadership role responsible for overseeing our Customer Services function, ensuring exceptional customer experience standards are delivered across the Group while supporting continuous improvement and operational excellence.
This position would suit an experienced manager looking to further develop their career or an ambitious individual ready to take the next step into a broader leadership role. Full training, support, and development opportunities will be provided.
Key Responsibilities
- Lead, motivate, and inspire the Customer Services team to consistently meet and exceed customer expectations.
- Oversee all customer contact channels, including telephone, email, and face-to-face interactions.
- Manage the Vertu Customer Services inbox and helpline, ensuring enquiries and complaints are handled promptly and professionally.
- Arrange and manage weekly team rotas, monitoring workloads and service levels to ensure demand and SLAs are achieved.
- Oversee the Vertu concern management system, ensuring accurate recording and consistent processing of customer interactions.
- Identify root causes of customer concerns and work with operational teams to drive improvement initiatives.
- Provide guidance to divisional managers and directors on concern resolution and escalation processes.
- Draft final responses for Alternative Dispute Resolution (ADR) cases.
- Assist the Chief Executive in the management and reporting of CEO-level customer concerns.
- Produce regular reporting for the Group Senior Management Team, highlighting key trends, insights, and opportunities.
- Act as the key liaison between Customer Services, internal departments, and dealerships.
- Conduct regular one-to-one meetings, coaching, and development reviews with team members.
- Lead team meetings and communicate operational, system, and process updates.
- Provide feedback and recommendations to the Commercial Director regarding customer service processes, efficiencies, and training requirements.
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Skills, Knowledge, and Experience
- Strong understanding of customer service principles and best practice.
- Experience managing customer complaints and concern resolution processes.
- Proficient in Microsoft Office applications, including Excel, Word, and PowerPoint.
- Previous experience using databases or customer management systems is desirable.
- Knowledge of administrative procedures and reporting.
- Strong numerical, verbal, and written communication skills.
- Proven ability to lead and develop a team.
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Key Competencies
- Customer-focused approach.
- Excellent communication and interpersonal skills.
- Strong conflict resolution abilities.
- Creative problem-solving skills.
- High levels of empathy and emotional intelligence.
- Ability to manage multiple priorities and stakeholders effectively.
Why Join Vertu Motors?
At Vertu Motors, we invest in our colleagues and are committed to providing rewarding careers, development opportunities, and industry-leading benefits.
Colleague Benefits Include
- £38,000 salary dependent upon experience
- Company car
- 25 days annual leave plus bank holidays
- Enhanced maternity and paternity benefits
- Pension scheme
- Preferential colleague vehicle purchase scheme
- Colleague parts and servicing discounts
- Access to our online rewards platform with retailer discounts and cashback offers
- Share incentive and save-as-you-earn schemes
- Dedicated manufacturer and management training programmes
- Ongoing career development and progression opportunities across the wider Group
- Colleague assistance programme providing wellbeing and financial support
- Recognition and long service awards
- Access to Vertu's Values Champions programme
If you are passionate about customer experience, enjoy developing high-performing teams, and are looking for an opportunity to make a significant impact within a successful PLC automotive retailer, we'd love to hear from you.
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