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Customer Service Manager

2 months ago

Chelmsford, Essex, United Kingdom Nissan Dealers Full time

Job Summary

We are seeking a highly organized and customer-focused individual to join our team as a Customer Quality Manager at one of our Nissan dealerships. As the initial point of contact for our service customers, you will be responsible for ensuring a seamless experience from arrival to departure.

Key Responsibilities

  • Customer Welcome and Experience
    • Provide a warm and welcoming experience to all service customers, ensuring their needs are met and exceeded.
    • Manage the flow of customers through the service area, ensuring a smooth and efficient experience.
  • Pre-Service Preparation
    • Prepare for the day's service appointments, ensuring all necessary resources are available.
    • Coordinate with the valet and workshop teams to ensure vehicle cleanliness and readiness for service.
  • Quality Assurance and Control
    • Take condition photographs of customer vehicles as required.
    • Monitor and report on customer satisfaction, identifying areas for improvement.
  • Communication and Teamwork
    • Communicate effectively with customers, colleagues, and management to ensure seamless service delivery.
    • Collaborate with the sales and service teams to ensure a cohesive customer experience.
  • Administrative and Reporting Tasks
    • Manage the aftersales customer satisfaction reporting tool for Nissan.
    • Monitor and report on customer satisfaction scores, ensuring the dealership meets or exceeds benchmark standards.

Requirements

  • Excellent communication and interpersonal skills.
  • Highly organized and able to prioritize tasks effectively.
  • Ability to work independently and as part of a team.
  • Strong problem-solving and analytical skills.
  • Experience working in a customer-facing role, preferably in a service or sales environment.

What We Offer

  • An attractive salary and benefits package.
  • 22 days holiday rising to 25 with service, plus bank holidays.
  • Contributory pension scheme.
  • Friends and family car purchase scheme.