Customer Complaints Manager (Used Car Dealership)

Complaints / Aftersales Manager

Watford (1 month), then permanently based in Enfield
£40,000 - £50,000 per annum (depending on experience)

About the Business

We are a leading used car supermarket, selling over 1,000 vehicles each month. Our success is built on delivering a high-volume, high-quality service to our customers — and we are proud of our reputation for reliability and value. We’re now looking for an experienced Complaints / Aftersales Manager to join our team and help drive customer satisfaction while keeping return rates low.

The Role

This is a key onsite role where you will take full ownership of managing and resolving customer complaints and aftersales issues. You will lead by example, ensuring that customer concerns are handled efficiently and professionally, while protecting the company’s reputation and commercial interests.

You will initially be based at our Watford site for the first month before moving permanently to our Enfield branch.

Key Responsibilities

• Manage and resolve customer complaints and aftersales issues in a professional, timely, and effective manner

• Ensure customer satisfaction while keeping vehicle return rates as low as possible

• Handle high volumes of customer interactions, balancing empathy with commercial awareness

• Deal directly with dissatisfied or distressed customers, working to achieve positive outcomes

• Liaise with internal teams (workshop, sales, warranty) to coordinate resolutions

• Identify and address recurring issues to support continuous improvement in customer service

• Maintain detailed records of complaints and resolutions for reporting and compliance purposes

• Provide feedback and training to staff to help reduce future complaints

About You

• Strong experience managing complaints or aftersales in a high-volume automotive, retail, or similar environment

• Proven ability to deal with disgruntled customers and complex complaints effectively

• Commercially aware, with the ability to balance customer satisfaction and business needs

• Excellent communication and negotiation skills

• Highly organised, resilient, and able to thrive under pressure

• Ability to lead by example and support continuous improvement in customer service

Working Hours

• Monday to Friday (onsite)

• 2 Saturdays per month

Salary

• £40,000 - £50,000 per annum, depending on experience