Customer Quality Manager

4 days ago


Bishop's Stortford, United Kingdom Jenson Fisher Consulting Ltd Full time

**Customer Quality Manager - Bishop Stortford**
**£24,000 per annum, with an achievable £30,000 OTE**
**8am till 6pm - Saturday by rota half day one in every 3 weeks**
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 700 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
- 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**:

- 8am till 6pm - Saturday by rota half day one in every 3 weeks
le Job Cards and other documentation.
- To be fully flexible so as to be able to cover a wide-ranging variety of duties which may be required of any employee of the Company at any time and in any area of the Company’s operation, as deemed necessary by the Managing Director, Finance Director,and Group After sales Director or Department Manager.

**Skills/ Experience/ Qualifications**:

- You must be eloquent, professional, and presentable
- Have customer services experience. Hospitality, Retail, Travel or Food & Beverage would be an advantage
- 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**:

- 8am till 6pm - Saturday by rota half day one in every 3 weeks



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