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Customer Quality Manager

4 months ago

Bedford, United Kingdom Jenson Fisher Consulting Ltd Full time

Customer Quality Manager - Bedford
£24,000 per annum, with an achievable £30,000 OTE
Our client is a leading and successful privately owned automotive network, operating over 30 sites across London, Essex, Hertfordshire, Suffolk, Buckinghamshire, Bedfordshire and Cambridgeshire, on behalf of the industry's biggest manufacturers.
With a turnover more than £500M, and over 850 staff in the UK, they now seek a Customer Quality Manager to review, manage and improve the customer experience across the local dealership.
Take Responsibility for:

- To be the communications co-ordinator of all customer feedback and to ensure this is delivered to the relevant divisional managers to review and improve scores
- To identify trends in the Quality Score Reports and hold quality meetings that enable the development of process improvements to increase future scores
- To review the manufacturers dealership scores and identify weaknesses to be addressed
- To constantly review the site, ensure the customer experience is pleasant and that staff are polite and always acting in a professional manner
- Ensure cars, equipment and furniture at the dealership is clean and tidy
- To be in the public domain and be a ‘front-of-house’ contact for customers and the manufacturer

Skills/ Experience/ Qualifications
- You must be eloquent, professional, and presentable
- Have customer services experience. Hospitality, Retail, Hotel, Travel or Food & Beverage would be an advantage
- Must have a Driving License
- Able to deal with challenging customer queries in a calm and professional manner
- Able to lead meetings and work across teams in a professional assertive manner to ensure Quality Scores improve and remain high
- Able to manage the manufacturers stakeholders

Hours:

- Monday to Friday
- 8am - 6pm
- Saturday
- Half Day every 3 weeks