At a Glance
- Tasks: Lead customer service, resolve complaints, and ensure customer satisfaction.
- Company: Brownhills Motorhomes, the UK's largest motorhome dealer.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Join a dynamic team focused on excellence and customer care.
- Why this job: Make a real difference in customer experiences and drive service improvements.
- Qualifications: Strong communication skills and experience in customer service management.
The predicted salary is between 29700 - 36300 £ per year.
Brownhills Motorhomes, the UK’s largest motorhome dealer, is seeking an experienced Customer Service Manager to lead our customer service function and manage complex customer complaints, escalations, and legal correspondence. This role requires a strong customer service professional with excellent communication skills and a thorough understanding of the Consumer Rights Act 2015.
You will be responsible for resolving customer disputes, managing potential rejection-of-goods and legal claim cases, coordinating with internal departments and external partners, and ensuring customers receive regular updates throughout the repair process.
Key Responsibilities
- Lead and manage escalated customer complaints through to resolution.
- Act as the primary escalation point for complex customer issues.
- Investigate complaints and gather evidence.
- Draft professional and legally compliant responses to complaints and pre-action correspondence.
- Apply effective conflict resolution and de-escalation techniques.
- Ensure compliance with the Consumer Rights Act 2015 and related legislation.
- Liaise with legal representatives, manufacturers, warranty providers, and repair partners.
- Maintain clear, empathetic, and proactive customer communication.
- Work closely with operational teams to improve repair times and customer satisfaction.
- Analyse complaint trends and implement service improvements.
Customer Service Manager employer: Brownhills Motorhomes Ltd
Brownhills Motorhomes is an exceptional employer, offering a dynamic work environment where customer service excellence is at the forefront. With a strong commitment to employee development and a culture that values teamwork and communication, we empower our staff to resolve complex customer issues effectively. Located in the heart of the UK, we provide unique opportunities for growth within the largest motorhome dealership, ensuring that every team member plays a vital role in enhancing customer satisfaction and driving service improvements.
