Quality Customer Care Manager

Quality Customer Care Manager

Stratstone

BMW Harrogate

Salary of £30,000 with £5,000 bonus, pension, critical illness, life assurance, family health care, 33 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales services

Are you ready to drive beyond the possible; to work for an industry game-changer with inspirational people and the opportunity to thrive in your career?

Here at Pendragon, we’re going through an exciting period of transformation and we’re looking for a customer-focused individual to embrace this brand-new challenge as a Quality Customer Care Manager.

As a Quality Customer Care Manager, you’ll play a key part within one of our prestige BMW retailers, working with one of the best brands in the business and supported by our experienced leaders.

You will be the primary point of contact for customer care, adeptly managing and resolving complaints across all departments. By proactively seeking customer feedback, you’ll streamline the complaint resolution processes to optimise efficiency and ensure we’re providing unparalleled customer experiences.

If you’re looking for a role that’s a blend of being fast-paced and challenging, with a culture that enables you to be yourself and enjoy the ride, you’ll feel right at home:

Your Journey as a Quality Customer Care Manager:

• Creating exceptional experiences for our customers, providing personalised solutions and building lasting relationships to ensure excellence at every point of interaction
• Proactively monitor and analyse customer feedback and trends, utilising this information to shape our processes for ongoing improvement
• Foster a culture of continuous improvement by Identifying gaps and opportunities for improvement within existing processes and systems
• Devise strategic measures and reports to amplify customer satisfaction, considering feedback and data insights to drive positive outcomes and elevate the customer experience

Are You Ready to Embrace the Challenge? We’re looking for someone who has:

• Experience of expertly managing customer complaints within a premium automotive/retail environment
• Excellent interpersonal skills with the ability to effortlessly build trust and rapport whilst managing conflict and complaints
• Ability to work collaboratively in a cross-functional environment, contributing positively to shared objectives
• Confidence to meet the required standards for providing fair and transparent advice to our customers, using your understanding of legal acts which regulate issues of consumer rights protection and commercial transactions
• Passion for our industry, the people who work in it and the people we serve 

What we can offer you: 

• Enjoy 33 days annual leave (including bank holidays), giving you more time to relax, recharge, and do what you love 
• Celebrate your special day with an extra day off on your birthday 
• Our industry-leading Family Leave Policies ensure you’re supported when it matters most 
• Access a new car through our Salary Sacrifice scheme and enjoy a smarter way to drive
• Take a paid day to volunteer and give back to a cause close to your heart 
• We believe in recognising dedication and loyalty, that’s why we celebrate long service milestone anniversaries 
• Unlock your potential with tailored training and endless career growth opportunities 
• Commute for less with our cycle to work scheme 
• Access high street discounts to make the everyday a little more rewarding 
• Know someone perfect for Lithia UK? Earn rewards through our internal referral scheme 

At Lithia UK, our growth is powered by our people: 

As one of the largest automotive retailers globally, we’re passionate about transforming the future of personal transportation and setting new standards for exceptional customer experiences. Our values—Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun!—fuel everything we do. Join us, and you’ll be part of a team that embraces innovation, champions personal growth, and celebrates success together. If you’re ready to make an impact in an environment that empowers you to drive change, we’d love to have you with us on this journey. 

Lithia UK are an equal opportunities employer, and we are proud members of Automotive 30% Club, Diversity in Retail and Inclusive Companies. We welcome all applications regardless of age, race, religion, disability, gender or sexual identity, marital status, socio-economic background or Veteran status. We will also consider qualified applicants with prior criminal convictions, in accordance with the law.

We want your recruitment journey to be unique to you and as accessible as possible. If you need any additional support with your application or have specific requirements at any stage, please let us know via email: UK_resourcing@lithia.com. Our team will be happy to support you throughout every stage of the process