• Job ResponsibilitiesTo handle all customer complaints and ensure they are recorded by appropriate manager on Customers complaints sheet.
• To collate all correspondence referring to customers complains.
• To work with all managers to resolve the customer complaints and complete the quality Management System.
• On a monthly basis, this should be reviewed with GM looking at the complaint analysis report.
• To manage the customer experience via reception staff and Meet and Greet working to the outlined expectations – align with Customer First Principles.
• To work with service manager to provide customer experience in the line with the Customer First Principles – to be outlined in a Best Practice Guide.
• Manage the team to complete follow up calls on sales / service / bodyshop.
• GFK updates on a weekly basis and work with service manager to delivery service.
• Introduce and update the CLP service 6 scores on dealership boards.
• Monthly team meeting for CRM/Front of House – and monthly 1:2:1’s that are documented.
• To report as required regarding complaints and CRM data.
• To maintain a rota for staff that works different times.
• Work with GN and team to develop Customer First Principles to deliver outstanding customer experience measured by Mystery shop and feedback in follow up calls.
• Document CFP and present to all new starters – ensuring that they have signed and understood what is required.

Skills

• Knowledge and SkillsProven track record of developing and implementing successful CRM strategies.
• Strong analytical skills and ability to interpret data to inform decision-making.
• Experience with CRM software (e.g., Salesforce, HubSpot).
• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Passion for the luxury automotive industry and a commitment to delivering exceptional customer experiences.