Customer Experience & Complaints Supervisor

Location: Greater London / South East (Hybrid)

Salary: £40,000-£50,000 + 15% Bonus + Benefits

The Opportunity

A growing automotive organisation is looking for a Customer Experience & Complaints Supervisor to manage customer escalations, improve satisfaction performance, and support service quality across its UK retail network.

This is an excellent opportunity for someone with complaints, customer relations, or aftersales experience who enjoys resolving issues and driving continuous improvement.

Key Responsibilities

Complaint Resolution

• Manage customer complaints relating to servicing, repairs, warranty, parts and retailer service.
• Ensure cases are resolved professionally and within agreed timescales.
• Coordinate with retailers and internal teams to deliver effective outcomes.
• Minimise escalation risks and support customer retention.
• Maintain accurate case records through to closure.

Customer Experience

• Monitor customer satisfaction and service performance metrics.
• Conduct customer follow-up activity and feedback reviews.
• Identify recurring customer pain points and service issues.
• Support customer experience improvement initiatives.
• Assist with service quality programmes and retailer reviews.

Analysis & Improvement

• Analyse complaint trends and root causes.
• Produce regular performance reports and recommendations.
• Track improvement actions and outcomes.
• Support projects designed to improve customer satisfaction.

Retailer Support

• Guide retailers on complaint handling best practice.
• Promote consistent customer service standards.
• Support audits, customer care initiatives and service reviews.

About You

Essential

• Experience handling customer complaints or escalations.
• Strong communication and stakeholder management skills.
• Ability to investigate issues and deliver solutions.
• Experience producing reports and analysing data.
• Highly organised with strong attention to detail.

Desirable

• Automotive, aftersales or dealer network experience.
• Knowledge of warranty and service operations.
• Experience working with customer satisfaction measures.
• Understanding of consumer complaint processes.

Benefits

• 15% Company Performance Bonus
• Premium Vehicle Scheme for employees and eligible family members
• Private Medical Insurance
• Enhanced Pension
• Life Assurance
• Hybrid Working
• Ongoing Training & Development
• Clear Career Progression Opportunities

Apply

If you have a passion for customer service, problem-solving and process improvement, we'd love to hear from you. Apply now for a confidential discussion.

Automotive OEM Experience Mandatory - applications from non-sector will be rejected.