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About the Role
Manage the end-to-end process for customer complaints, ensuring timely investigation and resolution. Improve customer satisfaction and drive service excellence across the UK dealer network by identifying trends and implementing improvement initiatives.
Responsibilities
- Manage customer complaints relating to vehicle quality, repairs, warranty claims, parts supply, dealership interactions, and aftersales services.
- Take ownership of escalated customer cases from initial contact through to resolution.
- Coordinate with dealerships and internal teams to deliver effective solutions.
- Ensure timely customer communication throughout the complaint lifecycle.
- Reduce complaint escalations and repeat issues through effective case management.
- Manage Customer Satisfaction Index (CSI) activities and reporting.
- Conduct customer follow-up calls and satisfaction reviews.
- Monitor customer feedback and identify service improvement opportunities.
- Analyse customer experience trends and develop improvement initiatives.
- Support actions that increase customer satisfaction, loyalty, and retention.
- Analyse complaint data, service trends, and customer feedback.
- Produce regular reports detailing key findings and recommendations.
- Conduct root cause analysis to identify recurring issues.
- Track improvement actions and measure their effectiveness.
- Support ongoing service and process improvement initiatives.
- Support dealer partners with complaint resolution and customer experience best practices.
- Monitor compliance with service standards and customer care processes.
- Assist with service audits and quality improvement programmes.
- Build strong relationships with both internal and external stakeholders.
Requirements
- Minimum 2 years' experience in customer complaints, customer experience, aftersales, customer service, or service operations.
- Previous experience within the automotive industry.
- Strong complaint handling and conflict-resolution skills.
- Experience managing escalated customer cases.
- Excellent communication and stakeholder management skills.
- Strong analytical and reporting capabilities.
- Ability to prioritise workloads and manage multiple cases effectively.
- Fluent written and verbal English.
Skills
- Complaint handling
- Conflict resolution
- Customer case management
- Customer Satisfaction Index (CSI)
- Customer feedback analysis
- Root cause analysis
- Stakeholder management
- Analytical reporting
- Prioritization
- NPS (desirable)
- Automotive dealer networks (desirable)
- Vehicle warranty processes (desirable)
- UK consumer rights legislation (desirable)
Location
- Chiswick Park, London
Work Type
- Office-Based
- Full-Time
- Permanent
Experience Level
- Minimum 2 years' experience
Salary/Compensations
- Up to £45,000
- Bonus
Benefits
- Salary up to £45,000
- Performance-related bonus
- Office-based role at Chiswick Park, London
- Monday to Friday working pattern
- Career development opportunities
- Supportive and collaborative team environment
- Opportunity to influence customer experience and service excellence within a growing automotive business
About the Company
- Ambitious and rapidly growing automotive business.
- Seeking a customer-focused professional to strengthen its Customer Experience and Aftersales function.
- Opportunity to join a fast-paced automotive environment.
- Play a key role in protecting brand reputation, enhancing customer loyalty, and supporting continuous business improvement.