Aftersales Supervisor in London

Complaints Handler Aftersales Department Location: Enfield Salary: £30,000 £33,000 per annum + Bonus Scheme Hours: Monday to Friday, 9:00am 6:00pm + 2 Saturdays per month About Us We are a high-volume used car supermarket , selling over 1,000 vehicles each month , and proud to be one of the fastest-growing dealerships in the region. Our success is built on a commitment to great value, quality vehicles, and exceptional customer service. As part of our continued growth, were looking for dynamic, customer-focused Complaints Handlers to join our busy Aftersales Department in Enfield . The Role As a Complaints Handler, you will play a crucial role in delivering a positive customer experience post-sale. Youll be the main point of contact for customers with vehicle issues, working closely with the workshop, aftersales teams, and management to resolve complaints efficiently and professionally. Key Responsibilities Act as the first point of contact for all customer complaints and aftersales queries Keep customers updated on the progress of vehicle repairs and resolution timelines Liaise with Workshop Controllers , technicians, and suppliers to ensure timely repairs Log, manage, and resolve complaints within agreed SLAs and FCA compliance Escalate complex cases where appropriate while maintaining accountability Maintain accurate and up-to-date case notes and documentation in CRM systems Follow up with customers post-resolution to ensure satisfaction and gather feedback Request and encourage customer reviews and testimonials where appropriate Proactively identify patterns in complaints and suggest improvements to processes Communicate technical explanations clearly and confidently to non-technical customers Work collaboratively with sales, service, and management teams to ensure seamless customer experience Handle telephone, email, and in-person complaints with empathy, patience, and professionalism. What Were Looking For Previous experience in a complaints handling or customer service role (automotive industry preferred) Strong knowledge of used car sales and car finance legislation A proactive problem-solver with the ability to remain calm under pressure Exceptional communication skills, both written and verbal Strong organisational skills and attention to detail Ability to multitask and manage a high caseload Empathetic and customer-focused mindset Confident using CRM systems and basic Microsoft Office tools Experience working with workshop teams or automotive repair processes is a bonus What We Offer Competitive basic salary of £30,000 £33,000 per annum Performance-related bonuses Career progression opportunities in a growing dealership group Full training and support from a friendly, professional team Staff discounts and perks A fast-paced, supportive, and dynamic working environment Schedule Monday to Friday: 9:00am 6:00pm 2 Saturdays per month (rota basis) Interested? If youre passionate about delivering excellent customer service and resolving issues with confidence and care, wed love to hear from you. Apply today and become part of a dealership where customers and employees come first. TPBN1_UKTJ