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For Companies At a Glance
- Tasks: Lead customer care efforts, resolve issues, and enhance service quality across multiple locations.
- Company: Join Group1 Cambridge, a successful global automotive group with diverse brands.
- Benefits: Enjoy 33 days of leave, exclusive discounts, flexible working, and wellness support.
- Why this job: Make a real impact on customer experiences while growing your career in a dynamic environment.
- Qualifications: Strong communication, problem-solving, and data analysis skills; CRM experience preferred.
- Other info: Opportunities for training, development, and community volunteering are available.
The predicted salary is between 36000 - 60000 £ per year.
Group1 Cambridge is looking for a Quality Care Customer Manager.
Your role
As a Quality Customer Care Manager, you’ll be the driving force behind ensuring outstanding service across multiple locations. Your responsibilities include handling and resolving customer concerns, analysing feedback, coaching teams, and leading quality assurance efforts to enhance the customer journey and build long-lasting relationships. This role involves regional travel, influencing service standards, supporting cross-functional teams, and championing the voice of the customer for continuous improvement.
Joining a successful, global automotive group, you’ll broaden your experience across various sites and brands. With the right support, you can progress as far as your ambitions allow.
Responsibilities
- Serve as the primary contact for customer enquiries, concerns, and feedback.
- Conduct regular check-ins via our systems, BMW complaints portal, VOC portal, and Direct Affinity to ensure customer satisfaction.
- Handle customer issues effectively, providing prompt resolutions before escalation.
- Collaborate with other departments to ensure a seamless customer experience.
- Resolve customer issues promptly with department managers.
- Coach and guide the service team on customer and call handling, and assist in improving our EVHC process.
- Represent the voice of the customer within the organisation, advocating for their needs and collaborating with internal teams to meet those needs.
- Identify opportunities to expand customer relationships and drive revenue through upselling and cross-selling.
- Manage high-pressure situations and resolve conflicts effectively.
- Track and analyse customer satisfaction scores and KPIs.
- Prepare and present reports on customer activity, performance, and feedback.
- Recommend improvements to customer service processes and procedures.
- Contribute to developing best practices for customer management.
- Gather customer feedback for team development.
Your profile
If you care about delivering great experiences, we want to hear from you, even if you don’t meet every skill listed below.
- CRM (Customer Relationship Management)
- Customer Service skills
- Strong written and verbal communication
- Problem-solving abilities
- Negotiation skills
- Data analysis experience
- Time management
- Stakeholder management skills
Rewards
- 33 days of annual leave (including bank holidays)
- Exclusive retail discounts to save money daily
- Discounts on new and used cars, and servicing offers
- Company pension scheme
- Family-friendly policies to support work-life balance
- Cycle-to-work scheme
- Support for your wellbeing, including 24/7 healthcare access
- A paid day to volunteer in your community
- Company share purchase plan
- Referral bonuses for recommending friends
- Training and development opportunities
- Life assurance with optional increased cover
- Flexible working options available
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Quality Care Customer Manager New employer: BMW Group Retail
Contact Detail:
BMW Group Retail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Care Customer Manager New
✨Tip Number 1
Familiarise yourself with the automotive industry, especially customer service trends. Understanding the specific challenges and expectations in this sector will help you speak confidently about how you can enhance customer experiences.
✨Tip Number 2
Network with professionals in the automotive customer service field. Attend industry events or join relevant online forums to connect with others who can provide insights and potentially refer you to opportunities at Group1 Cambridge.
✨Tip Number 3
Prepare to discuss your experience with CRM systems and data analysis during interviews. Be ready to share specific examples of how you've used these tools to improve customer satisfaction and drive results in previous roles.
✨Tip Number 4
Showcase your problem-solving and negotiation skills through real-life scenarios. Think of instances where you've successfully resolved customer issues or improved processes, as these stories will demonstrate your capability to excel in the Quality Care Customer Manager role.
We think you need these skills to ace Quality Care Customer Manager New
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and quality management. Use specific examples that demonstrate your problem-solving abilities and communication skills, as these are crucial for the Quality Care Customer Manager role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering outstanding customer experiences. Mention how your previous roles have prepared you for this position and how you can contribute to enhancing customer satisfaction at Group1 Cambridge.
Highlight Relevant Skills: In your application, emphasise your CRM experience, data analysis skills, and ability to manage high-pressure situations. These skills are essential for the role and should be clearly articulated in both your CV and cover letter.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in customer satisfaction scores or successful resolution of customer issues. This will help demonstrate your impact in previous roles and your potential value to the company.
How to prepare for a job interview at BMW Group Retail
✨Know the Company Inside Out
Before your interview, make sure to research Group1 Cambridge thoroughly. Understand their values, mission, and the specific services they offer. This knowledge will help you demonstrate your genuine interest in the role and how you can contribute to their success.
✨Prepare for Customer Scenarios
As a Quality Care Customer Manager, you'll need to handle various customer situations. Prepare examples from your past experiences where you've successfully resolved customer issues or improved service quality. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Analytical Skills
Since the role involves tracking and analysing customer satisfaction scores and KPIs, be ready to discuss your experience with data analysis. Highlight any tools or methods you've used to gather insights and how those insights led to improvements in customer service.
✨Demonstrate Leadership and Coaching Abilities
The position requires coaching and guiding teams. Be prepared to share examples of how you've led teams in the past, particularly in customer service settings. Discuss your approach to mentoring others and how you've helped improve their performance.
