Customer Care Manager

Hamlin Knight Coventry
£18500 per annum
27 Sep 2016
20 Oct 2016
Contract Type
Hamlin Knight is currently recruiting for a Customer Care Manager for a leading Automotive company based in Coventry. You will be responsible for ensuring cases are managed through according to defined procedures and that your personal key performance indicators are met. Handle complaints and enquiry communication to and from customers on behalf the company. The majority of communication is handled through the inbound and outbound telephone calls; however contacts also arrive via email and white mail and increasingly social media channels. In your role you will research, investigate and identify the root cause of the customer or Dealer enquiry. You will then decide and ensure implementation of the appropriate response/resolution and take a proactive stance in the case until the issue has been resolved. Responsibilities include managing goodwill budgets; mobility and vehicle exchange expenditure in line with recommended guidelines and completing a detailed spend report accurately and on time. Using the results of customer cases you will identify non-compliances with the company's policies and procedures and to identify the need for corrective and preventative action to be taken. You will then record all relevant information in the case management system. You will work on the cases escalated to you by the front desk Customer Advisor team or assigned by your Team Manager, with the primary purpose of the ensure you deliver exceptional customer experience to customers and the Dealer network. Skills & Experience required, Exceptional customer service skills Proven case management experience, preferably within an automotive environment Have excellent communication, planning and organisation skills Be computer literate at intermediate level Have strong administrative skills with a keen eye for detail Hours of work between : Monday - Friday, shifts on rota basis between 8: 00 - 18:00 (37.5hrs p/wk) Salary £competitive, plus performance related bonus This job was originally posted as