At a Glance
- Tasks: Lead and develop a high-performing Customer Care team to ensure exceptional service.
- Company: Join Motorpoint, the UK's leading omnichannel car retailer with a unique culture.
- Benefits: Enjoy paid time off, discounts, healthcare benefits, and personal development opportunities.
- Other info: Dynamic work environment with great career growth and team socials.
- Why this job: Make a real difference in customer experiences and drive positive change.
- Qualifications: Passion for customer service and strong people skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Job Hours
Hours: Monday to Friday, 9:00am-5:00pm. While these are our usual working hours, some flexibility may be required from time to time to support the needs of the business.
Job Overview
Without our customers we don’t have a business so our Customer Care team are key to maintaining our strong reputation.
We pride ourselves on being nothing like other car dealerships and this is a role where you can help us do that by ensuring that our customers leave our showrooms feeling satisfied that they have had a great customer experience when they take their cars home.
You will be responsible for the overall leadership, management, performance, and development of the Customer Care Contact Centre team, ensuring colleagues are effectively recruited, supported, coached, developed, and held accountable for delivering against business and customer objectives.
You will ensure the delivery of high standards of customer service and operational effectiveness, with customer feedback communicated to the relevant site managers and customer contacts handled in line with agreed business targets and departmental objectives.
Motorpoint is the UK’s leading omnichannel car retailer of nearly new cars.
We share a vision to be the Car Buyer’s Champion, trusted to deliver unrivalled choice, value and quality.
Our core values – PROUD, HAPPY, HONEST, SUPPORTIVE – guide how we work together to deliver the best possible experience for our customers.
Key Responsibilities
- Lead, manage and develop the Customer Care Contact Centre team, fostering a high‑performing culture aligned with Motorpoint’s Core Values and Customer Charter.
- Take full ownership of people‑management activities, including recruitment, onboarding, training, coaching, performance management, absence management, engagement, retention and succession planning.
- Conduct regular one‑to‑ones, performance reviews, call listening, quality assessments and live coaching to drive colleague development and performance.
- Act as the senior point of escalation for complex, high‑risk, vulnerable and complaint‑related customer cases, completing call takeovers where required and ensuring fair, consistent and timely resolutions.
- Promote and embed a “one and done” culture, driving first‑contact resolution and reducing repeated customer contact.
- Monitor customer contact volumes and service‑level performance, ensuring targets are achieved for call abandonment, average handling time, response times, customer satisfaction and operational effectiveness.
- Analyse reporting and trends to identify opportunities for continuous improvement and enhanced service delivery.
- Manage resource planning and rota scheduling to ensure appropriate operational coverage and service levels are maintained.
- Produce and analyse weekly and monthly performance reports, identifying risks, trends, opportunities and improvement actions.
- Act as the voice of the customer, working with stakeholders across the business to improve the customer journey and address recurring customer themes.
- Maintain oversight of complaint handling, case management and customer outcomes, ensuring all interactions comply with company policies, regulatory requirements, Consumer Duty principles and internal quality standards.
- Identify, manage and escape compliance risks, implementing corrective actions and driving a culture of accountability, consistency and fair customer outcomes.
- Work closely with site and departmental leaders, providing feedback on customer trends, complaints and operational opportunities.
- Drive initiatives that improve efficiency, reduce inbound contact volumes, optimise handling times and minimise goodwill, third‑party and post‑invoice expenditure.
- Support the achievement of agreed customer satisfaction, NPS, employee engagement, retention and operational performance targets.
Qualifications & Requirements
You will need to have a proven track record of strong customer service and be really passionate about delivering a great service for our customers.
Experience from any industry is acceptable, provided you are committed to great customer service and demonstrate strong people, communication and organisational skills whilst supporting your team with enthusiasm.
Benefits
- Paid time off every month to do something that makes you happy
- 31 days holiday plus days off for your birthday, getting married or moving house
- Additional holidays for length of service
- Long‑service awards
- Staff discount on cars and finance options
- Discounts and cashback at hundreds of high‑street retailers and restaurants through our “My M. O. T” platform
- Smart Tech in partnership with Currys Cycle to work
- Pension scheme
- Healthcare benefits
- Enhanced parental leave
- Employee Assistance Programme (EAP)
- Vocational and personal development training courses
- Quarterly team socials
- Team feasts
- Scratch card rewards
- Sharesave scheme (SAYE)
• And much more!
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Customer Care Manager employer: Motorpoint Ltd
Motorpoint Ltd is an exceptional employer located in Newport, offering a dynamic work environment where skilled technicians can thrive. With a strong focus on employee growth, you will have opportunities to mentor junior staff while enjoying benefits such as additional holidays, staff discounts, and comprehensive healthcare. Join us to be part of a team that values your expertise and commitment to customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Motorpoint Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Motorpoint Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Motorpoint Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Motorpoint Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Motorpoint Ltd!
How to prepare for a job interview at Motorpoint Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
