Customer Service Manager

Lookers Bishop Stortford Land Rover

Contract Type: Permanent, full-time

Salary: £34,000 basic plus bonus potential of £7,200 per annum

Working hours: Monday to Thursday 8am to 5.30pm, Friday 8am-5pm, Saturdays on a rota basis At Bishop Stortford Land Rover we are delighted to be recruiting for a brand new role of a Customer Service Manager. We're looking to find a hard-working and talented individual who is enthusiastic about change and continuous improvement to join us on our exciting journey! Reporting directly to our amazing Aftersales Manager, you will be responsible for supporting our Service Advisors and helping to develop the team. Through your guidance they will ensure our customers are offered the highest standard of service whenever they visit us to get their car serviced, or when they need help or advice with the upkeep of their vehicle. 

Our service team really are at the heart of ensuring our world class service is delivered so it’s crucial we acknowledge our customers, respond quickly and aim to get the service right first time and every time. 

• Provide guidance, training, and appraisals to each of the Service Advisors to encourage a forward-thinking attitude which will help them achieve their full potential
• Maximise customer satisfaction by treating everyone fairly and delivering an exceptional service experience
• Liaise with the Aftersales Manager to monitor department performance against budget and identify any shortfall, and implement plans to improve the performance where necessary
• AVC claims and to organise invoicing for Service advisors.
• Focussing on NPS calls, getting customer service feedback across to the Service advisors and working with the team to come up with a resolution
• Support your line manager with organising departmental forecasts and reports in a clear and timely manner

You will be someone who has excellent leadership and communication skills and can demonstrate a successful blend of confidence and assertiveness when dealing with people. You will have a warm personality, be empathetic and friendly, and have an approachable and professional manner.

Experience working in a similar role in the automotive industry with the ability to deal with a variety of responsibilities along with strong organisation skills and an eye for detail is also important. This is the perfect opportunity for someone who loves working as part of a friendly team, and is truly focused on delivering an exceptional customer experience with the ability to turn any challenging situations into positive experiences. You must have a full and valid UK driving license.

If your skills and experience match what we are looking for, please apply today and a member of the Talent Acquisition Team will be in touch.

About us:

Lookers are proud to be one of the top three motor vehicle retailers in the UK, representing 32 vehicle manufacturers, selling and servicing a huge range of cars at over 150 franchised dealerships across hundreds of locations throughout the UK & Ireland. We recognise the hard work, flexibility and commitment of our people so we offer an industry leading benefits package. This includes competitive basic salaries plus;

• Enhanced holidays that increase with service
• Eligibility to join one of our car schemes
• Critical illness cover after 2 years and Life Assurance
• Smart Health - free access to support 24 hours a day, 365 days a year
• Enhanced paid maternity, paternity and adoption leave
• For some roles a company car and additional earning potential through commission or bonus.

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people and we like to celebrate and encourage success at all levels with our annual Lookers Excellence Awards. So? What are you waiting for?

Lookers are an equal opportunities employer. We are committed to a working environment that is free from all types of discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful we will conduct relevant employment checks prior to you starting with us. Depending on the role and responsibilities, these could include us verifying your recent employment, address and credit history. We may also conduct a criminal record check and a driving licence check.