Customer Care Manager

£18 - £500/annum
14 Apr 2018
18 Apr 2018
Contract Type
Full Time
As a Customer Care Manager for PSA you will be responsible for managing a portfolio of cases through end to end for the Peugeot, Citroen and DS automotive brands. You will be responsible for ensuring cases are managed through according to defined procedures and that your personal key performance indicators are met.

PSA Customer Care Managers work from the client premises in Coventry and handle complaints and enquiry communication to and from customers and dealers on behalf of PSA in the UK.

You will be expected to respond promptly and efficiently within given targets of volumes, response times and quality measures to all written correspondence and phone calls (both inbound and outbound) received from owners of Peugeot, Citroen and DS vehicles within your region and other Managing Director, Legal and Insurance cases. Additionally there will be the opportunity to make visits to dealers in your designated
region and discuss priority cases and new initiatives.

In your role you will research, investigate and identify the root cause of the customer enquiry. You will then decide and ensure implementation of the appropriate response/resolution and take a proactive stance in the case until the issue has been resolved. Responsibilities include managing goodwill budgets, mobility and buy back expenditure in line with recommended guidelines. Using the results of customer cases you will identify non-compliances with the company’s policies and procedures and to identify the need for corrective and preventative action to be taken. You will then record all information required in the case management system.

You will work on the cases escalated to you by the front desk Customer Advisor team or assigned by your Team Manager, with the primary purpose of the ensure you deliver exceptional customer experience to PSA customers.

What you need to succeed:

Exceptional customer service skills
Proven case management experience, preferably within an automotive environment
Have excellent communication, planning and organisation skills.
Be computer literate at intermediate level
Have strong administrative skills with a keen eye for detail

Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer

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