Customer Services & Support Manager

Posted 13 June 2024
SalaryGenerous salary, company vehicle and tools of the trade
Job type Permanent
DisciplineAccount ManagementAftersales – parts and service

Job description

Job reference - 36336

  • Senior role offering generous salary, company vehicle, laptop, and phone

  • Dealership or process driven Customer Service Executive with people management skills looking for a new challenge

  • Work both strategically and hands-on, reporting to the Managing Director to develop and grow business

About the company and role
AA is one of the most recognised and respected organisations in New Zealand, offering services such as roadside breakdown assistance, exclusive AA Membership benefits, insurance, travel and a range of motoring services and advice throughout New Zealand.

Forming part of the larger group AA Auto Centre is currently recruiting for a Customer Services & Support Manager to manage and drive customer service throughout 12 locations in Auckland.

As Customer Services & Support Manager, you play a vital role in ensuring customer satisfaction and maintaining ambitious standards of service, compliance, and collaboration with managers to address customer concerns and improve overall customer satisfaction and operational improvements within the network.

Skills sought to be successful for the role

  • The ideal candidate will derive from either a dealership or multi-site automotive background with experience in compliance, people management skills and have the resilience to problem solve and drive success

  • If you do not have a dealership or multi-site automotive background but offer a compliance and / or automotive background of a different sort and offer a solid customer service experience background your application will be considered for the role

  • You will have a clean presentation, have effective communication skills, and represent the brand in a professional manner

  • The experience and ability to think strategically, analyse data, be tech savvy and the leadership skills to achieve results

  • Have impeccable people management skills - having the ability to converse with staff of all levels of the business

  • Someone with an optimistic and courteous way of communicating with staff and customers

Key responsibilities within the role
Customer relations: You would be responsible for managing customer inquiries, feedback, and complaints. Ensuring that every customer interaction is handled promptly, professionally, and with empathy is crucial for maintaining positive relationships. Foster a positive and collaborative team culture, maintain quality standards for excellence and customer interactions

Management and Operational skills: Foster a continuous learning environment, provide direction and material for ongoing training and development for customer service. Determine customer service requirements by maintaining contact with customers and time in operational environments. Provide monthly reports to senior management on customer service performance

Service Quality Assurance: Monitoring service quality standards to ensure that all work carried out in the Auto Centre meets or exceeds customer expectations. Conducting regular inspections and implementing improvements where necessary

Continuous Improvement: Actively seeking feedback from customers and employees to identify opportunities for process improvements and implementing changes to enhance the overall customer experience. Manage current customer service policies and procedures with room to develop and implement improvements. Implement, monitor and analyse customer service results. Identify issues, trends and areas for improvement. Manage customer feedback positive and negative and redirect to appropriate channels and sources. Answer customer's questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources

Performance Analysis: Analysing customer service metrics and performance data to identify areas for improvement and implement strategies to enhance customer satisfaction and loyalty. Audit customer service procedures and trends and determine system improvements. Manage online business feedback and site listing information and representation. Manage and interpret Net promoter scores and customer satisfaction feedback. Conduct regular performance evaluations, provide feedback, and identify areas for improvement. Improve customer service quality results by conducting surveys and sourcing feedback through means of communication

Strategic and functional management: Customer service, excellence/standards and service delivery to exceed customer expectations. Manage all uninsured and warranty losses and produce a monthly summary. Ensure prompt and accurate resolution of customer feedback, issues, complaints and enquiries

Rewards within the role
Working at AA Auto Centre you will be working with a warm and friendly team that are supportive, positive and collaborate contributing towards a common goal.

Each employee at AA Auto Centre head office offering a valuable input into future development within the business. As the Customer Services & Support Manager every day will be a new challenge, rewarded with a generous annual salary, company vehicle, laptop, phone and additional company benefits.

If you are searching for a role that is out of the ordinary, giving you the autonomy to actually drive the success and be actively and strategically involved in the future growth and development, allowing YOU to create and develop new processes and implementations then this might be a perfect role for you.

How to apply
Submit your application through the apply section of this ad.

This role is exclusively listed with Automotive Employment NZ (a subdivision of Jobcorp NZ) and all applications will be forwarded through to AA Auto Centre for their consideration.

For more information about the role please contact Jo-Ann Robinson on 09 271 3200 or 021 271 3201.