Customer Care Manager
We are Motorpoint, The UK’s Leading Omnichannel Car Retailer of Nearly New Cars.
Salary: £36,600 per annum.
Location: Shelton House – Derby (Motorpoint, Unit 7, Prime Enterprise Park, Prime Park Way, Derby, DE1 3QB).
Contract type: Permanent.
Hours: Monday to Friday, 9:00am–5:00pm; some flexibility may be required from time to time.
Without our customers we don’t have a business, so the Customer Care team is key to maintaining our strong reputation. You will be responsible for overall leadership, management, performance and development of the Customer Care Contact Centre team, ensuring effective recruitment, support, coaching and accountability. You will also deliver high standards of customer service, manage operational effectiveness, and reduce after‑sales complaints through process improvement.
You will need to have a proven track record of strong customer service, be passionate about delivering a great customer experience, and possess strong people, communication and organisational skills.
Key Responsibilities
- Lead, manage and develop the Customer Care Contact Centre team, fostering a high‑performing culture aligned with Motorpoint’s core values and customer charter.
- Take full ownership of people management activities, including recruitment, onboarding, training, coaching, performance management, absence management, engagement, retention and succession planning.
- Conduct regular one‑to‑ones, performance reviews, call listening, quality assessments and live coaching to drive colleague development and performance.
- Act as the senior point of escalation for complex, high‑risk, vulnerable and complaint‑related customer cases, ensuring fair, consistent and timely resolutions.
- Promote and embed a “one and done” culture, driving first‑contact resolution and reducing repeat customer contact.
- Monitor customer contact volumes and service level performance, ensuring targets are achieved for call abandonment, average handling time, response times, customer satisfaction and operational effectiveness.
- Analyse reporting and trends to identify opportunities for continuous improvement and enhanced service delivery.
- Manage resource planning and rota scheduling to ensure appropriate operational coverage and service levels are maintained.
- Produce and analyse weekly and monthly performance reports, identifying risks, trends, opportunities and improvement actions.
- Act as the voice of the customer, working with stakeholders across the business to improve the customer journey and address recurring customer themes.
- Maintain oversight of complaint handling, case management and customer outcomes, ensuring all interactions comply with company policies, regulatory requirements and internal quality standards.
- Identify, manage and escalate compliance risks, implementing corrective actions and driving a culture of accountability, consistency and fair customer outcomes.
- Work closely with site and departmental leaders, providing feedback on customer trends, complaints and operational opportunities.
- Drive initiatives that improve efficiency, reduce inbound contact volumes, optimise handling times and minimise goodwill, third‑party and post‑invoice expenditure.
- Support the achievement of agreed customer satisfaction, NPS, employee engagement, retention and operational performance targets.
Benefits
- Paid time off every month to do something that makes you happy
- 31 days’ holiday plus days off for your birthday, getting married or moving house
- Additional holidays for length of service
- Long‑service awards
- Staff discount on cars and finance options
- Discounts and cashback at hundreds of high street retailers and restaurants through the “My M.O.T” platform
- Smart Tech in partnership with Currys
- Cycle to work scheme
- Pension
- Healthcare
- Enhanced parental leave
- Employee Assistance Programme (EAP)
- Vocational and personal development training courses
- Quarterly team socials
- Team feasts
- Scratch card rewards
- Sharesave scheme (SAYE)
- And much more
Closing Date: 23rd July 2026 (please apply early as the role may close before the stated date).
We welcome applications from people of all backgrounds. If you have any concerns about potential barriers in the application process, please let us know so we can remove them.
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