Quality Care Customer Manager

BMW Group Retail

  • Cambridge
  • Permanent
  • Full-time
  • 17 days ago
Group1 Cambridge is looking for a Quality Care Customer Manager.Your roleWorking as a Quality Customer Care Manager, you'll be the driving force behind ensuring outstanding service across multiple locations. From handling and resolving customer concerns to analysing feedback and coaching teams, you'll lead quality assurance efforts that enhance the customer journey and build long-lasting relationships. This is a dynamic role with regional travel, where you'll influence service standards, support cross-functional teams, and champion the voice of the customer to deliver continuous improvement.As part of a successful, global automotive group, you'll broaden your experience across both sites and brands. And with the right support from us, you'll be able to progress as high as you can aim.Responsibilities
  • Serve as the primary point of contact for customer enquiries, concerns, and feedback.
  • Conduct regular check-ins using our systems, BMW complaints portal, VOC portal and Direct Affinity to ensure customer satisfaction
  • Effectively handle customer issues, finding prompt and effective resolutions before they escalate
  • Work collaboratively with other departments to ensure a seamless customer journey
  • Resolve customer issues promptly and effectively with department managers
  • Help coach and direct the service team with customer and call handling, also assisting with improving our EVHC process.
  • Act as the voice of the customer within the organisation, advocating for their needs and priorities, collaborating with internal teams (sales, product, support, etc.) to ensure customer needs are met
  • Proactively identify opportunities to expand customer relationships and drive revenue growth through upselling and cross-selling
  • Effectively manage and work through high-pressure situations and resolve conflicts effectively
  • Track and analyse customer satisfaction scores and key performance indicators (KPIs).
  • Prepare and present regular reports on customer activity, performance, and feedback.
  • Identify and recommend improvements to customer service processes and procedures.
  • Contribute to the development of best practices for customer management
  • Gather customer feedback to pass on to the teams to develop them further
Your profileDon't worry about ticking off every single skill here − if you care about delivering great experiences as much as we do, we want to hear from you.
  • Customer Relationship Management (CRM)
  • Customer Service
  • Strong Communication (Written and Verbal)
  • Problem Solving
  • Negotiation skills
  • Data Analysis experience
  • Time Management
  • Strong Stakeholder Management skills
Rewards
  • Enjoy 33 days of annual leave (including bank holidays) to rest and recharge
  • Save money every day with our exclusive retail discounts
  • Drive a great deal with discounts on new and used cars, plus servicing offers
  • Plan for the years ahead with our company pension scheme
  • Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter
  • Commute for less with our cycle-to-work scheme
  • Prioritise your wellbeing with dedicated support for you and your family
  • 24/7 access to healthcare professionals, ensuring you get the expert advice you need quickly and easily
  • Make a difference with a paid day to volunteer in your community
  • Invest in your future with our company share purchase plan
  • Earn financial rewards when you refer a friend to join the team
  • Keep learning and growing with our training and development opportunities for everyone.
  • Life assurance with the option to increase cover
  • We're open to flexible working options - just ask

BMW Group Retail