At a Glance
- Tasks: Lead and develop a high-performing Customer Care team to enhance customer experience.
- Company: Join Motorpoint, the UK's leading omnichannel car retailer with a strong reputation.
- Benefits: Enjoy 31 days holiday, paid time off, discounts, and personal development opportunities.
- Other info: Flexible hours, great career growth, and a supportive culture await you.
- Why this job: Make a real impact on customer satisfaction and team performance in a dynamic environment.
- Qualifications: Proven customer service experience and strong leadership skills required.
The predicted salary is between 36600 - 36600 £ per year.
Customer Care Manager
We are Motorpoint, The UK’s Leading Omnichannel Car Retailer of Nearly New Cars.
Salary
Location
Shelton House - Derby (Motorpoint, Unit 7, Prime Enterprise Park, Prime Park Way, Derby, DE1 3QB).
Contract type
Permanent.
Hours
Monday to Friday, 9:00am–5:00pm; some flexibility may be required from time to time.
Without our customers we don’t have a business, so the Customer Care team is key to maintaining our strong reputation.
You will be responsible for overall leadership, management, performance and development of the Customer Care Contact Centre team, ensuring effective recruitment, support, coaching and accountability.
You will also deliver high standards of customer service, manage operational effectiveness, and reduce after‑sales complaints through process improvement.
You will need to have a proven track record of strong customer service, be passionate about delivering a great customer experience, and possess strong people, communication and organisational skills.
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, ensuring fair, consistent and timely resolutions.
- Promote and embed a “one and done” culture, driving first‑contact resolution and reducing repeat 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 and internal quality standards.
- Identify, manage and escalate 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.
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 the “My M. O. T” platform
- Smart Tech in partnership with Currys
- Cycle to work scheme
- Pension
- Healthcare
- 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
Closing Date: 23rd July 2026 (please apply early as the role may close before the stated date).
We welcome applications from people of all backgrounds. If you have any concerns about potential barriers in the application process, please let us know so we can remove them.
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Customer Care Manager employer: Motorpoint
Motorpoint is an excellent employer that prioritises a supportive and dynamic work culture, perfect for those passionate about cars and customer service. With generous benefits such as 28 days of paid holidays, employee discounts, and ample opportunities for personal development and training, employees are encouraged to grow and thrive in their roles. Located in Chingford, the company fosters a fast-paced environment where teamwork and customer satisfaction are at the forefront, making it a rewarding place to build a career.
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. 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 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:Your cover letter is your chance to shine! Tell us why you want to work at Motorpoint 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!
How to prepare for a job interview at Motorpoint
✨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.
