At a Glance
- Tasks: Lead and develop a dynamic Consumer Contact Team while enhancing service quality.
- Company: Join The Motor Ombudsman, a leader in independent dispute resolution in the automotive sector.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and performance bonuses.
- Other info: Be part of a mission-driven organisation that values respect, empowerment, and excellence.
- Why this job: Make a real impact by fostering a positive team culture and improving customer experiences.
- Qualifications: Strong people management experience and a coaching-led approach are essential.
The predicted salary is between 45000 - 55000 £ per year.
Great managers understand the numbers. Great people leaders understand what sits behind them.
The Motor Ombudsman is looking for a Consumer Contact Manager to lead its Consumer Contact Team.
This is a people leadership role first and foremost.
Leading a small team of seven, success will come from creating an engaged, capable and customer-focused environment where people feel supported, accountable and able to perform at their best.
Alongside the people leadership element, the role has real operational breadth, with responsibility for service performance, continuous improvement, reporting and insight.
The Role
The role is broadly split across three key areas.
40% People leadership and development
Leading, coaching and developing the Consumer Contact Team and Team Lead, supporting performance, recruitment and onboarding, and creating a positive and high-performing team culture.
30% Operational management and continuous improvement
Overseeing day-to-day service delivery, maintaining effective processes and identifying improvements that enhance service quality, efficiency and the consumer experience.
30% Data, reporting and performance insight
Monitoring KPIs, identifying trends, ensuring reporting accuracy and providing clear insight to support operational and senior-level decision-making.
Key Responsibilities
- Lead and develop the Consumer Contact Team and Team Lead through clear expectations, coaching, feedback and performance management.
- Take ownership of service standards, quality, productivity and key performance indicators.
- Use data and operational insight to identify trends, risks and opportunities for improvement.
- Review and improve processes, workflows, guidance and service standards.
- Support recruitment, onboarding, probation, training and wider team development.
- Manage performance and people matters where required, working closely with HR.
- Maintain a professional, empathetic and consistent service for consumers and accredited businesses.
- Support vulnerable consumers appropriately and make sure agreed processes, standards and escalation routes are followed.
- Work collaboratively with colleagues across the organisation on service improvements, technology and operational change.
- Provide clear operational reporting and performance commentary to senior stakeholders.
What We're Looking For
- Strong people management experience within a busy customer service, contact centre, complaints or operational environment.
- Experience managing a Team Leader, Supervisor or senior colleague alongside a wider customer-facing team.
- A coaching-led management style, with the ability to develop people, build confidence and manage performance effectively.
- Confidence working with KPIs, service levels, productivity, quality and customer experience measures.
- Strong analytical skills and the ability to turn performance information into practical actions.
- Experience improving processes, workflows and ways of working.
- Good judgement, strong communication skills and the confidence to work with senior stakeholders.
- Experience supporting recruitment, onboarding and team development.
- A people-centred approach, balanced with the ability to hold others accountable and maintain high standards.
- Experience within an Ombudsman, ADR, regulated complaints or automotive environment would be useful, but it is not essential.
- Performance and company bonus scheme.
- 25 days annual leave, plus bank holidays.
- Private medical insurance.
- Life assurance.
- Permanent health insurance.
- Health club discounts and health screenings.
- Employee Assistance Programme.
- Family leave and employee discounts.
- About The Motor Ombudsman
The Motor Ombudsman provides independent and impartial dispute resolution across the automotive sector.
Its mission is to provide the best ombudsman and dispute resolution service through passionate, engaged people, while driving excellence in customer service across the automotive sector.
The organisation works to five core values
- Positive | Respectful | Impartial | Dynamic | Empowered
- Consumer Contact Manager job - London - The Motor Ombudsman
- #J-18808-Ljbffr
Consumer Contact Manager employer: The Motor Ombudsman
The Motor Ombudsman is an exceptional employer, offering a unique opportunity to work in the heart of Westminster, London, where you can make a real impact in consumer dispute resolution. With a strong focus on employee growth, hybrid working options, and a supportive team culture, we provide our Adjudicators with the autonomy to manage their caseloads effectively while enjoying competitive benefits such as private medical insurance and performance bonuses. Join us to be part of a dedicated team that values diversity and strives for continuous improvement in the automotive sector.
StudySmarter Expert Advice🤫
We think this is how you could land Consumer Contact Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Motor Ombudsman. 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 The Motor Ombudsman 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 Consumer Contact 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 The Motor Ombudsman:Your cover letter is your chance to shine! Tell us why you want to work at The Motor Ombudsman 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 The Motor Ombudsman!
How to prepare for a job interview at The Motor Ombudsman
✨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.
