Service Quality and Customer Experience Specialist

4 weeks ago


Crewe, Cheshire East, United Kingdom Taggarts Motor Group Full time

About the Opportunity

The Service Quality and Customer Experience Specialist will play a crucial role in ensuring exceptional service standards across all customer touchpoints. This involves handling complex customer issues, resolving complaints effectively, and driving continuous improvement in customer satisfaction.

Key Responsibilities

  1. Handle all customer complaints, providing effective solutions and improving customer satisfaction.
  2. Collaborate with Sales and Service Managers to ensure timely resolution of customer issues and adherence to quality standards.
  3. Develop and implement standardized processes for complaint handling and management.
  4. Analyse customer feedback to identify areas for improvement and develop action plans to increase customer satisfaction.
  5. Work closely with cross-functional teams to drive customer-centric initiatives and enhance the overall customer experience.

Requirements

  • Strong understanding of the motor trade sector, including knowledge of vehicle sales, aftersales services, warranties, and regulatory requirements.
  • Excellent judgment and analytical skills to resolve complex customer issues.
  • Proven ability to prioritise customer satisfaction and empathy in all aspects of service delivery.
  • Experience with customer relationship management (CRM) software and customer feedback tools would be an advantage.

Salary and Benefits

This role offers a competitive salary of £28,000 per annum, plus bonus potential up to £6,000. The successful candidate will also receive a comprehensive benefits package, including enhanced holidays, eligibility to join our car scheme, and critical illness cover after 2 years.



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