Customer Care Manager

Who are we?

We are Motorpoint, the UK’s leading omnichannel car retailer of nearly new cars. At Motorpoint, we all share the same vision:

To be the Car Buyer's Champion, trusted to deliver unrivalled Choice, Value and Quality.

We believe that by creating a fantastic place to work for our colleagues, we will deliver the best possible experience for our customers. So, if you want to work with an amazing group of people who are fun, friendly and get stuff done - and who bring our values to life – PROUD, HAPPY, HONEST, SUPPORTIVE – by working TOGETHER, then Motorpoint is the place to be and we are on a mission!

The Role: Customer Care Manager

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. While these are our usual working hours, some flexibility may be required from time to time to support the needs of the business.

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What will you be getting up to?

Without our customers we don’t have a business so our Customer Care team are key to maintaining our strong reputation. We pride ourselves on being nothing like other car dealerships and this is a role where you can help us do that by ensuring that our customers leave our showrooms feeling satisfied that they have had a great customer experience when they take their cars home.

You will be responsible for the overall leadership, management, performance, and development of the Customer Care Contact Centre team, ensuring colleagues are effectively recruited, supported, coached, developed, and held accountable for delivering against business and customer objectives. You will ensure the delivery of high standards of customer service and operational effectiveness, with customer feedback communicated to the relevant site managers and customer contacts handled in line with agreed business targets and departmental objectives.

You will be expected to work closely (albeit remotely) with managers across the business to reduce the number of after sales complaints by improving process and ways of working across the business.

You will need to have a proven track record of strong customer service and be really passionate about delivering a great service for our customers, this can be from any industry. We want people who are committed to great customer service and show really strong people, communication and organisational skills whilst working and supporting their team with bags of enthusiasm.

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, completing call takeovers where required and 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, Consumer Duty principles, 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.

What is in it for you?

• 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 our “My M.O.T” platform

• Smart Tech in partnership with Currys

• Cycle to work

• 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)

• Plus much more!

Closing Date: 23rd July 2026

Please note, this role may close before the closing date if the advert receives a high volume of suitable applications, so it is best to apply as soon as possible.

We welcome applications from people of all backgrounds. If you have any concerns about potential barriers in the application process, please get in touch so we can ensure they are removed.