Job at a glance
Lead and manage escalated customer complaints through to resolution. Act as the primary escalation point for complex customer issues. Investigate complaints and gather evidence. Draft professional and legally compliant responses to complaints and pre-action correspondence. Apply effective conflict resolution and de-escalation techniques. Ensure compliance with the Consumer Rights Act 2015 and related legislation.
Liaise with legal representatives, manufacturers, warranty providers, and repair partners. Maintain clear, empathetic, and proactive customer communication. Work closely with operational teams to improve repair times and customer satisfaction. Analyse complaint trends and implement service improvements. Manage and analyse customer survey feedback across sales and service departments, ensuring appropriate follow-up and support is provided where required.
Monitor, manage and respond to customer reviews across multiple channels, maintaining a positive brand reputation and addressing customer concerns promptly. This role requires a strong customer service professional with excellent communication skills. You'll be responsible for resolving customer disputes, managing potential rejection-of-goods and legal claim cases, coordinating with internal departments and external partners, and ensuring customers receive regular updates throughout the repair process., Proven experience in a Customer Service Manager, Complaints Manager, Customer Relations Manager, or similar role preferable.
Ability to handle complex complaints and customer escalations. Experience drafting formal complaint responses and dealing with legal or pre-litigation correspondence. Knowledge of the Consumer Rights Act 2015. Outstanding written and verbal communication skills. Strong negotiation, investigation, and conflict-resolution abilities. Organised, detail-oriented, and able to manage multiple priorities.
Knowledge of the motor industry preferable. Personal Qualities Customer-focused, empathetic, and professional. Calm and resilient under pressure. Solution-oriented with excellent relationship-building skills. Committed to balancing customer satisfaction with commercial objectives. Brownhills Motorhomes, the UK's largest motorhome dealer, is seeking a Customer Service Manager to lead our customer service function and manage customer complaints and escalations.