Quality & Customer Care Manager NEW

The role

Marshall Motor Group are currently recruiting for a Quality & Customer Care Manager to join our BMW Brand. Reporting directly to the National BMW Franchise Director, this role places you in a pivotal position within the BMW Customer Care Division, acting as a point of contact to customers and ensuring bespoke solutions are offered to escalated complaints.

What will I do on a daily basis?

• Handle all customer issues that cannot be resolved immediately by customer facing colleagues, finding tailored solutions to improve customer satisfaction
• Set all standards in Customer Experience and quality of Customer Service
• Collaborate closely with Sales and Aftersales Managers to ensure company follow up processes are adhered to
• Act as customer advocate, as single point of contact to relevant customers

Location: Marshall Motor Group BMW/MINI & Motorrad, based in Derby reporting to BMW Franchise Director. Involves travel to our other BMW locations.

Hours: 40 hours per week

Salary: up to £32,000 basic with a bonus scheme in place (£37,000 OTEs)

Your profile

• Essential experience in customer relations is required, ideally from an automotive background but not necessarily from BMW.
• Ability to remain professional, calm and positive at all times
• Analytical and strategic
• Proactive mind set
• Positive, can-do attitude
• Outstanding organisation and time management skills with the ability to work to deadlines

Rewards

Benefits: 25 days annual leave plus bank holidays, life assurance, pension scheme, wellbeing support, employee discount for servicing and popular retailers, as well as a purchase discount scheme.