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Customer Manager

Location: Crewe, Pyms Lane
Work Arrangement: Hybrid - 3 days onsite per week
Salary: PAYE Max: £44.67
Contract End Date: 31/12/2025 (not likely to extend)
Hours: 37 hours per week
Travel: Possible quarterly business travel to Munich

Are you passionate about delivering exceptional customer experiences? Do you thrive in a dynamic environment where you can make a real difference? If so, we have the perfect opportunity for you! Bentley Motors, an industry-leading organisation in the automotive sector is on the lookout for a Customer Manager to be the driving force behind customer satisfaction and retention.

Your Mission:
As a Customer Manager, you will take ownership of customer concerns, ensuring resolutions that leave both the customer and our organisation smiling. You'll be the crucial link between various teams, including Crewe Central, call centre, roadside assistance providers, and the Dealer network. Your focus will be on enhancing customer relationships and supporting Bentley Authorised Repairers in their quest for outstanding customer satisfaction.

Key Responsibilities:

Customer and Concern Management:

- Collaborate with the call centre and roadside assistance to resolve customer concerns promptly.
- Partner with the UK, Asia Pacific, and Middle East Dealer network to ensure all issues are addressed using our regional teams.
- Manage budgets and resolve concerns within agreed parameters.
- Work closely with the CEO office & VIP Manager to provide top-tier support.
- Innovate ways to avoid vehicle buy-back situations through alternative solutions.

Bentley Systems and Process:

- Monitor and improve customer experience metrics in collaboration with the regional team and Dealer network.
- Maintain detailed records of customer concerns and resolutions.
- Ensure timely responses to Critical Alerts and work with relevant teams for closure.

Development:

- Cultivate strong relationships between the call centre, roadside assistance, and the regional team.
- Assist in planning customer and prospect events at Dealer and national levels.

Monitoring and Reporting:

- Keep a comprehensive report of outstanding customer concerns and circulate findings monthly.
- Identify opportunities for improvement through regular reporting and analysis.

Other:

- Complete additional projects as directed by the Head of Aftersales.

Essential Skills:

- Fluent communication in English; additional language skills (especially German) are a plus.
- Diligent work ethic and attention to detail.
- Proven ability to communicate effectively with stakeholders at all levels, including senior management and board members.
- Understanding of retailer and engineering perspectives to navigate customer situations effectively.

Why Join Us?
At our organisation, we believe in the power of teamwork and the importance of creating a positive impact for our customers. You'll enjoy a hybrid working environment, where collaboration and innovation are at the forefront. Plus, with potential travel to Munich, you can expand your horizons while making meaningful contributions to our clients and customers.

If you're ready to embark on this exciting journey and become an advocate for our customers, we'd love to hear from you! Apply now to be a part of our vibrant team and help shape the future of customer service excellence!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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