Location: Walton on Thames, Surrey
Job Type: Full time, Permanent
Working Hours: Standard business weekday hours, hybrid working with 3 days in the office and 2 days remote
Salary: £40,000 - £45,000
At ROI, we support 70% of the UK’s automotive brands in achieving their strategic sales goals and delivering exceptional customer service. By merging innovative marketing strategies with cutting edge tech solutions, we connect consumers and manufacturers, driving industry transformation. Our expertise shines through our work with global brands like BMW, JLR, Volvo, Kia, and Volkswagen.
As we continue to grow, we're looking for an Assistant Customer Service Manager to help deliver a high performing, customer focused customer service operation. This is an exciting opportunity to play a key role in shaping customer experiences, supporting operational excellence and driving continuous improvement across a complex service environment.
We’re looking for a confident and collaborative Assistant Customer Service Manager to join our team. Reporting to the wider Customer Service leadership team, you will own the delivery of a consistent, compliant and high quality customer experience while working closely with operational teams, dealer partners and key stakeholders across the business.
This role combines operational performance management, complex case resolution, stakeholder engagement and continuous improvement. You’ll lead on high risk customer cases, legal and regulatory compliance, develop team capability and use insight to drive service enhancements that improve both customer outcomes and operational performance.
Own the performance and effectiveness of the customer contact operation, ensuring excellent customer outcomes across all service channels.
Monitor service performance, customer satisfaction and complaints metrics, identifying opportunities for continuous improvement.
Provide leadership, coaching and direction to Senior Customer Service Advisors.
Manage complex customer cases, including vehicle rejections, Consumer Rights Act cases and other escalated issues.
Act as a key point of contact for dealer network escalations, disputes and customer concerns.
Deliver best in class customer service response to major incidents, ensuring clear communication and effective resolution.
Analyse customer feedback, complaints and performance data to identify trends and drive service improvements.
Produce insight and reporting to support decision making and highlight risks and opportunities.
We’re looking for a proactive and customer focused professional who enjoys solving complex challenges, building strong relationships and driving continuous improvement. If you thrive in a fast paced environment and are passionate about delivering exceptional customer experiences, we'd love to hear from you.
Experience working within a customer service, customer experience or contact centre environment.
Experience managing complex customer cases, complaints and escalations.
Understanding of the Consumer Rights Act and its application within customer case handling.
Strong stakeholder management and communication skills.
Strong analytical and problem solving skills.
Experience coaching, developing or supporting team members.
Experience working with dealer networks or vehicle rejection cases would be advantageous.
We understand how important it is to look after our employees so in return for the hard work, we offer amazing benefits including:
A £500 annual health and wellbeing allowance to use against products and services to improve your mental or physical wellness such as gym membership, sportswear, wellness apps and additional healthcare cover for dependents.
Access to education bursaries to learn new skills.
A day off and a voucher to get yourself something nice on your birthday.
Company pension.
Healthcare plans including private medical insurance and dental cover.
22 days annual leave rising to 30 with length of service.
Subsidised car purchase schemes available.
If you're interested in joining us as an Assistant Customer Service Manager, apply today.
We encourage applications from all backgrounds and are committed to providing an inclusive, supportive workplace.
Formed in 2003 and now grown to almost 400 people, ROI is an exciting and high-growth business creating incredible automotive customer experiences by unifying people, technology and marketing. ROI has become the chosen long-term partner for 27 of the world’s vehicle manufacturers and 7 of the top 10 automotive finance companies.
Looking to the future, ROI leads the way with solutions and technology enabling the automotive industry’s digital transformation with exciting solutions for direct and virtual sales to support the shift towards ecommerce.
But in achieving these things there is so much more we can do and be. ROI’s vision is to be a company that people love to work for. We want to be a community where people want to belong and feel they belong, and know they are more than just a number. We work hard to build a company that lives up to our values, and in return we want everyone to feel a deep sense of pride in ROI and what it stands for and go the extra mile to meet the needs of the company, clients, and colleagues. Above all else, this unique culture is the force that drives our success.
