Customer Service Manager

Job Description

Brownhills Motorhomes, the UKand#39;s largest motorhome dealer, is seeking an experienced Customer Service Manager to lead our customer service function and manage complex customer complaints, escalations, and legal correspondence.

This role requires a strong customer service professional with excellent communication skills and a thorough understanding of the Consumer Rights Act 2015. Youand#39;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 andamp; Experience

• Proven experience in a Customer Service Manager, Complaints Manager, Customer Relations Manager, or similar role.
• Strong background in handling complex complaints and customer escalations.
• Experience drafting formal complaint responses and dealing with legal or pre-litigation correspondence.
• Excellent 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.

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

andpound;41k basic plus bonus upto andpound;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