Customer Care Manager

Adecco UK Limited
9.48 GBP Annual
16 Apr 2018
26 Apr 2018
Job Type
Contract Type
The Purpose of the Position:
The Customer Care Manager is responsible for managing a portfolio of cases through end to end for automotive brands. The CCM is responsible for ensuring cases are managed through according to defined procedures and that personal key performance indicators are met. The CCM handles complaints and enquiry communication to and from customers and dealers.

The CCM works on cases escalated by the front desk Customer Advisor team or assigned by the Team Manager.

The CCM is 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) within the assigned region and other Managing Director, Legal and Insurance cases. Additionally visits are made to dealers in the CCM's designated zone to discuss priority cases, share best practice and highlight new initiatives.

Key Responsibilities:
*Responsible for the ownership and resolution of customer enquiries and complaints in the designated zone.
*Research, investigate and identify the root cause of the customer enquiry. Decide and ensure implementation of the appropriate response/resolution and take a proactive stance in the case until the issue has been resolved.
*Manage goodwill budgets, mobility and buy back expenditure in line with recommended guidelines.
*Identify non-compliance's with the company's policies and procedures and identify the need for corrective and preventative action to be taken.
*Meet performance targets set whilst maintaining accurate records within the CRM system.
*Remain proactive in meeting quality procedures.
*Attend necessary training courses (internal and external) to maintain a high calibre of telephone, CRM skills and product knowledge.
*Adhere at all times to the Contact Centre Quality process and procedures.
*Schedule and attend meetings with dealers to discuss Customer Care policies and procedures.
*Any other duties as reasonably expected.

Hours of Work: Monday to Friday, 37.5 hours between 8am - 6pm on a shift.

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