Job Title: Customer Experience Manager - Vauxhall and Peugeot Main Dealer Service Department
Location: Baylis Cheltenham
Company Overview:
Baylis Cheltenham is one of nine main dealers within the Baylis Group we are dedicated to providing exceptional automotive services to our customers. We are committed and deliver industry leading customer service, maintaining high standards of professionalism, and ensuring customer satisfaction with every interaction.
Position Overview:
We are seeking a skilled and experienced Customer Experience Manager to lead our service department's customer service team of four Advisors. The ideal candidate will possess excellent communication skills, a strong understanding of automotive services, and a passion for delivering unparalleled customer experiences.
Key Responsibilities:
1. Team Leadership: Lead, mentor, and motivate a team of customer service advisors to ensure they provide exceptional service to our customers.
2. Customer Relationship Management: Build and maintain strong relationships with customers by addressing inquiries, resolving complaints, and ensuring their needs are met promptly and effectively.
3. Service Quality Assurance: Oversee service operations to ensure quality standards are consistently met or exceeded, and customer expectations are fulfilled.
4. Process Improvement: Continuously assess customer service processes and implement improvements to enhance efficiency and effectiveness.
5. Training and Development: Conduct regular training and coaching for customer service advisors to enhance their skills, product knowledge, and customer handling techniques.
6.Performance Management: Monitor team performance, set performance targets, and provide regular feedback to ensure individual and team goals are achieved.
7. Collaboration: Collaborate with other departments, such as the service workshop control and sales teams.
8. Compliance: Ensure compliance with company policies, procedures, and industry regulations at all times.
9. Reporting: Monitor and analyse reports on key performance metrics, customer feedback, and service trends to identify areas for improvement and make data-driven decisions.
10. Customer Satisfaction: Strive to achieve high levels of customer satisfaction and loyalty by consistently delivering exceptional service and exceeding customer expectations.
Qualifications and Skills:
- Proven experience in a Senior Service Advisor role within the automotive industry, preferably in a main dealer service department.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving abilities and the ability to handle difficult situations with professionalism and empathy.
- In-depth knowledge of automotive services and products.
- Proficiency in customer relationship management software and other relevant tools.
- Ability to work well under pressure and in a fast-paced environment.
- A passion for delivering exceptional customer service and a commitment to continuous improvement.
Benefits:
- Competitive salary up to £32k (depending on experience)
- Pension
- 23 days holiday plus bank holidays
- Opportunities for career advancement
- Employee discounts on products and services
How to Apply:
If you are a dynamic and customer-focused individual with a passion for the automotive industry, we encourage you to apply by submitting your CV and cover letter to Robin Austin at robin.austin@baylis.uk.com
