Customer Care Manager

We are looking for a Customer Care Manager to take ownership of complex and escalated complaints, ensuring swift resolutions and maintaining our reputation for excellence. This is a pivotal role where your ability to combine empathy, commercial acumen, and problem-solving skills will make a real difference.
Start: ASAPBasic pay rate: £21.43 per hour PAYE (£39k) - potential to increase to £21.98 per hour depending on experience
Duration: to 3rd April 2026 initially
Working hours: 35 hours per week on a rota between 08:00 - 18:00 with a 1-hour break.
Shifts are 08:00 - 16:00, 09:00 - 17:00 or 10:00 - 18:00.
Once every two weeks, you are required to work 10:00 - 18:00.
Location: 3 days in the office, 2 days WFH. For the first 2 - 4 weeks, you will need to be office-based for training purposes.

What You'll Do

• Investigate and resolve escalated and complex complaints, including technical, legal, and high-profile cases.
• Communicate confidently and empathetically with customers via phone and written correspondence.
• Authorise vehicle buyback requests and manage goodwill budgets to resolve dissatisfaction.
• Collaborate with internal teams and retail agents to achieve first-touch resolutions.
• Maintain accurate records of complaints and corrective actions.
• Identify trends and provide feedback to improve processes and customer experience.
• Prepare professional summaries and updates for senior management.

• Customer care background in automotive industry
• Strong customer orientation with excellent verbal and written communication skills.
• Organised, self-motivated, and detail-focused with the ability to work under pressure.
• Tenacious and proactive in investigating and resolving issues.
• Commercially aware with sound decision-making skills to manage queries and complaints of high importance.
• Ability to build strong relationships and influence stakeholders.
• Flexible approach to working hours, including weekend and out-of-hours cover on a rota basis.
• In-depth knowledge of company products, processes, and systems.