Customer Experience and Complaints Manager
1 month ago
We are seeking a creative and customer-focused individual to join our team as a Customer Experience Manager. This exciting opportunity will allow you to make a real impact on our customers' experience and help us maintain our high standards of quality and service.
Key Responsibilities:- Protect and Promote the Brand: Act as the store representative to protect and promote the brand and the store's reputation, particularly on social media review sites.
- Customer Experience Reviews: Complete regular 'customer experience' reviews and support the store management team to devise and implement action plans to improve customer metrics and experience.
- Issue Resolution: Strive to satisfy customers in-store and online by understanding what customers are telling you and putting plans in place with the wider Senior Management Team to resolve issues.
- Complaint Management: Proactively manage SQD complaints, buybacks, and escalated complaints.
- Quality and Presentation: Manage and ensure the highest standard of quality relating to vehicles on display and ensure high standards of cleanliness, presentation, and health & safety within the store facility.
- Event Organisation: Support in the organisation of Seasonal or Store related events.
- Enhanced Holiday Entitlement: 33 days inc. bank holidays
- Industry-leading Maternity, Paternity and Adoption Pay
- Career Development: Opportunities for growth and development within the company
- Recognition of Long Service: Recognition of long service every 5 years
- Discounted Car Schemes: Discounted car schemes for employees
- High Street Discounts: High street discounts for employees
- Discounted Gym memberships: Discounted gym memberships for employees
- Cycle to work scheme: Cycle to work scheme for employees
- One day a year paid voluntary/community work: One day a year paid voluntary/community work for employees
We are committed to creating an equitable environment and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, and/or belief. We represent over 23 of the world's most prestige vehicle brands, across our 140 UK dealerships. We pride ourselves on 'Developing Talent and 'Building Careers' and our colleagues recently scored Sytner Group an outstanding 89% on our colleague engagement survey.
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