Customer Service Manager Retail

Who are we?

We are Motorpoint, the UK’s leading omnichannel car retailer of nearly new cars. At Motorpoint, we all share the same vision:

To be the Car Buyer's Champion
, trusted to deliver unrivalled Choice
, Value and Quality
.

We believe that by creating a fantastic place to work for our colleagues, we will deliver the best possible experience for our customers. So, if you want to work with an amazing group of people who are fun, friendly and get stuff done – and who bring our values to life –
PROUD, HAPPY, HONEST, SUPPORTIVE – by working TOGETHER
, then Motorpoint is the place to be and we are on a mission!

The Role:
Customer Service Manager

Salary range: £31,472.10 per annum + monthly bonus

Location:
Burnley

Hours: 40 hour,5 days out of 7 on a rota. This will include the weekend when we experience our busiest days.

* Due to the nature of the role we will require you to have a full UK driving licence*

Our Customer Service Manager plays a key role in maintaining our strong reputation with our customers. We pride ourselves on being nothing like other car dealerships, this role helps us achieve that by ensuring our customers leave our showrooms feeling satisfied they've had a great customer experience throughout their journey.

Let's tell you a little bit about what you will be doing.

• You will have overarching responsibility for the smooth running of the full vehicle handover process, including all paperwork, finance sign-ups and vehicle demonstration
• Delivering fantastic customer service to ensure customers’ needs are not just met but exceeded through fantastic customer service
• Ensure customer issues are resolved positively and on a same-day basis
• Managing of the customer service team, responsible for ensuring optimum staffing levels and evenly distributed work loads.
• Working as part of a team to ensure customer service (NPS) targets are met monthly
• Working closely with the Sales Manager to streamline and improve the customer journey at every opportunity
• Liaising with other key departments on site to ensure the customer can receive their new car in a same-day service, and managing expectations if there is to be a short delay
• Above everything else, you'll live the Motorpoint values of Proud, Honest, Supportive, Happy and Together. You’ll also be ready for some serious fun!

What do we need from you?

• A proven track record of strong customer service working within a face-to-face customer service environment
• Experience of people and team management
• Strong verbal and written communication skills
• Commitment to providing great customer service with strong organisational skills
• Ability to identify training needs and have a passion for mentoring and coaching others to be the best they can be
• Due to the nature of the role, we will require you to have a full UK driving licence

What is in it for you?

• Paid time off every month to do something that makes you happy
• 31 days holiday plus days off for your birthday, getting married or moving house
• Additional holidays for length of service
• Long service awards
• Staff discount on cars and finance options
• Discounts & cash back at hundreds of high street retailers & restaurants through our “My M.O.T” platform
• Smart Tech in partnership with Currys
• Cycle to work
• Pension
• Healthcare
• Enhanced Parental Leave
• Employee Assistance Programme (EAP)
• Vocational and personal development training courses
• Quarterly team socials
• Team feasts
• Scratch card rewards
• Sharesave scheme (SAYE)
• Plus much more!

Please note, this role may close before the closing date if the advert receives a high volume of suitable applications, so it is best to apply as soon as possible.