Customer Service Manager

Customer Service Manager Brownhills Motorhomes Brownhills Motorhomes, the UK's largest motorhome dealer, is seeking a Customer Service Manager to lead our customer service function and manage customer complaints and escalations. This role requires a strong customer service professional with excellent communication skills. You'll be responsible for resolving customer disputes, managing potential rejection-of-goods and legal claim cases, coordinating with internal departments and external partners, and ensuring customers receive regular updates throughout the repair process. Key Responsibilities * Lead and manage escalated customer complaints through to resolution. * Act as the primary escalation point for complex customer issues. * Investigate complaints and gather evidence. * Draft professional and legally compliant responses to complaints and pre-action correspondence. * Apply effective conflict resolution and de-escalation techniques. * Ensure compliance with the Consumer Rights Act 2015 and related legislation. * Liaise with legal representatives, manufacturers, warranty providers, and repair partners. * Maintain clear, empathetic, and proactive customer communication. * Work closely with operational teams to improve repair times and customer satisfaction. * Analyse complaint trends and implement service improvements. * Manage and analyse customer survey feedback across sales and service departments, ensuring appropriate follow-up and support is provided where required. * Monitor, manage and respond to customer reviews across multiple channels, maintaining a positive brand reputation and addressing customer concerns promptly. Skills & Experience * Proven experience in a Customer Service Manager, Complaints Manager, Customer Relations Manager, or similar role preferable. * Ability to handle complex complaints and customer escalations. * Experience drafting formal complaint responses and dealing with legal or pre-litigation correspondence. * Knowledge of the Consumer Rights Act 2015. * Outstanding written and verbal communication skills. * Strong negotiation, investigation, and conflict-resolution abilities. * Organised, detail-oriented, and able to manage multiple priorities. * Knowledge of the motor industry preferable. Personal Qualities * Customer-focused, empathetic, and professional. * Calm and resilient under pressure. * Solution-oriented with excellent relationship-building skills. * Committed to balancing customer satisfaction with commercial objectives. Salary £41k basic plus bonus upto £9k Additional benefits to you Pension Life Insurance Medical Insurance Free use of on-site swimming pool, sauna, hot tub Staff discount in our on-site Bistro and Accessory Shop