Customer Experience & Complaints Manager; OEM Automotive Madatory

Position: Customer Experience & Complaints Manager (OEM Automotive Experience Madatory)
Customer Experience & Complaints Manager London | Salary: £45,000 - £55,000 DOE Total Annual Package Value: £65,000 - £80,000 An exciting opportunity has arisen to join the UK team of a rapidly expanding international automotive organisation as a Customer Experience & Complaints Manager . This is a unique opportunity to play a pivotal role in protecting and enhancing customer satisfaction across a growing retailer network, ensuring exceptional service standards, resolving complex customer concerns and driving continuous improvement across the aftersales customer journey.

The Opportunity Reporting into the Aftersales Leadership Team, you will take ownership of customer complaint resolution, customer satisfaction performance and service quality improvement initiatives across the UK operation. You will act as the key liaison between customers, retailers and internal departments, ensuring a professional and customer-focused approach to all escalated cases whilst utilising customer feedback and CSI insights to identify opportunities for operational and service enhancements.

Key Responsibilities Manage the full lifecycle of customer complaints from initial contact through to successful resolution. Investigate and resolve escalated issues relating to vehicle quality, warranty, aftersales service and retailer interactions. Work closely with retailer partners and internal departments to ensure timely and effective complaint resolution. Implement and maintain robust complaint handling processes and service standards. Analyse complaint data and identify trends, recurring issues and root causes.

Produce regular customer experience and complaints reporting for senior management. Monitor and manage Customer Satisfaction Index (CSI) performance across the network. Conduct customer feedback reviews and satisfaction analysis programmes. Support service quality improvement projects and customer experience initiatives. Drive corrective actions and continuous improvement activities with retailers and operational teams. Support customer care programmes, service audits and compliance activities. Help develop and maintain a consistent premium customer experience across all touchpoints.

About You 2 years' experience within customer experience, complaints management, customer relations or automotive aftersales. Experience managing escalated customer complaints and complex case resolution. Strong understanding of customer satisfaction metrics and service quality processes. Ability to analyse data, identify trends and develop practical improvement recommendations. Excellent communication, negotiation and stakeholder management skills. Strong problem-solving ability with a customer-centric mindset. Experience working with dealer networks, field operations or service partners is advantageous.

Knowledge of automotive warranty processes, aftersales operations or manufacturer environments would be beneficial. Familiarity with UK consumer standards and customer service best practices. Highly organised, resilient and capable of managing multiple priorities in a fast-paced environment. Package & Benefits Salary £45,000 - £55,000 DOE Bonus Annual company bonus Holidays 25 days annual leave Plus 8 UK bank holidays Pension Enhanced pension scheme Employee 5% Employer 7% Health & Protection Private Medical Insurance from Day 1 Dental Insurance from Day 1 Life Insurance from Day 1 Critical Illness Insurance from Day 1 Vehicle Benefits Company car scheme One company vehicle Access to additional employee vehicle benefits Additional Benefits Salary sacrifice scheme Annual eye test Contribution towards glasses Employee assistance programme Estimated Total Annual Package Value Component Estimated Value Base Salary £45,000 - £55,000 Annual Bonus £4,500 - £8,250 Employer Pension Contribution £3,150 - £3,850 Medical, Dental & Protection Benefits £1,500 - £3,000 Company Car Benefit £7,000 - £12,000 Additional Benefits £1,000 - £2,000 Total Estimated Package £65,000 - £80,000 per annum depending on salary level, bonus achievement and vehicle selection.

This is an excellent opportunity for a customer experience professional looking to join a fast-growing automotive business where they can make a visible impact on customer satisfaction, service quality and operational excellence whilst supporting an ambitious growth journey across the UK market. APPLY TODAY