Customer Care Manager

Role: Customer Care Manager
Start: ASAPBasic Pay rate: £21.43 per hour PAYE (£39k)Duration: until 26th September 2025 initiallyWorking hours: 35 hours per week on a rota between 08:00 - 18:00 with a 1-hour break. Shifts are 08:00 - 16:00, 09:00 - 17:00 or 10:00 - 18:00. Once every two weeks, you are required to work 10:00 - 18:00.Location: 3 days in the office, 2 days WFH. For the first 2 - 4 weeks you will need to be office-based for training purposes.
Your New Role:
Overview:The key purpose of this role is to investigate, manage and resolve escalated and complex complaints, provide a customer-centric approach to handling dissatisfaction and deliver an outstanding customer experience.
Responsibilities:Apply confidence and creativity as a communicator to calls and correspondence with customers. Demonstrate empathy with customers on the telephone and in writing, produce high-quality written correspondence, using correct grammar, spelling, language and tone of voice. Manage and resolve escalated and complex customer complaints, including those of a technical nature, product liability, legal cases and high-profile customers. Treat all cases fairly and on an individual basis. Use initiative and decision-making skills to identify the issue and drive through a swift and effective resolution.

What You'll Need to Succeed:
Previous experience in a similar role
Organised and self-motivated with excellent attention to detail
Absolute sense of ownership, expediency, tenacity and resilience
Tenacity and initiative to gather information and investigate cases
Excellent communication skills, both oral and written
Good problem-solving skills
Able to show empathy towards customers
Confidence dealing with customers over the telephone
Able to deliver difficult messages to customers confidently but with professionalism and empathy

What You'll Receive in Return:Opportunity: Work with a leading automotive brand.Modern Facilities: The recently refurbished headquarters in Tongwell, Milton Keynes, offers amenities such as an onsite café, hot desks, and free parking.Technology: Contingent workers receive their own laptop.Silent Room: A dedicated space in the Tongwell office for prayer or reflection.
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