Quality Customer Care Manager

An exciting opportunity has arisen for a Quality Customer Care Manager to join Lloyd Jaguar Land Rover based in York, reporting to the onsite General Manager and the JLR Franchise Director.

This is a role primarily centred on client care. You will play an important part in supporting the smooth day-to-day running of the business, maintaining high standards and delivering an excellent customer experience in both sales and aftersales.

Salary: Competitive
Hours: Full time

Role responsibilities:

• Contacting sales and aftersales customers following their visit to ensure they had a positive experience and have no outstanding concerns.
• Take ownership of customer care, ensuring customer concerns are addressed promptly, resolutions are achieved faster and NPS scores are continually improved.
• Monitor customer satisfaction, feedback and complaints to identify trends and opportunities to enhance the customer experience. Share findings at weekly Manager’s meetings.
• Support on-site events, vehicle launches and sales events.

For this role, we are looking for an individual who can demonstrate the following skills and attributes:

• Has a strong customer-focused mindset, with a passion for delivering an excellent customer experience.
• Has experience handling customer complaints, resolving issues and managing difficult conversations.
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
• Confident in analysing information, identifying trends and using data to drive improvements.
• Highly organised with strong attention to detail and the ability to manage multiple priorities.
• Remains calm, professional and approachable when working in a fast-paced environment.
• A confident problem-solver with strong negotiation and conflict resolution skills.
• Works well independently and as part of a wider team, demonstrating flexibility and a willingness to learn.
• Is proactive, motivated by results and passionate about driving customer satisfaction and NPS performance.
• An empathetic listener with a strong tenacious character, capable of seeing issues to acceptable resolution whilst maintaining strong client/customer relationships.

Company Benefits:

• 33 days of annual leave, inclusive of Bank Holidays.

• Healthcare cash plan.

• Employee vehicle-discount schemes.

• Cycle to work scheme.

• Eyecare vouchers.

• Free flu jabs.

• Pension scheme (including life cover).

• Internal and manufacturer training.

• Staff referral scheme.

About Lloyd Motor Group: Founded in 1976, Lloyd Motor Group is one of the UK's largest family-run car retailer groups, with 40 retailers across Northern England and Southern Scotland. Representing prestigious brands like BMW, MINI, Land Rover, BYD, Volvo, Kia, Volkswagen, Skoda, INEOS, Honda motorcycles and BMW Motorrad, we've built our reputation on exceptional customer service delivered with a professional yet personal touch. Join our passionate team and you'll find a supportive culture that values your contribution, invests in your development, and empowers you to grow while making a real difference in a company where people are our greatest asset.

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