About Us
Quality Part X Ltd is a fast-paced, AA Approved used car dealership with over 500 vehicles in stock. We are known for our high standards, strong operational structure, and commitment to delivering excellent customer service before, during, and after the sale.
The Role
We are looking for an experienced Aftersales Complaints Manager / Customer Resolution Manager to lead the handling of customer complaints and oversee complaint resolution within our aftersales department.
This is a key management role for someone with a strong motor trade background, excellent customer handling skills, and a solid understanding of the Consumer Rights Act 2015. The successful candidate will take ownership of aftersales complaints, work closely with workshop and senior management, and ensure cases are handled professionally, fairly, and in the best interests of both the customer and the business.
Key Responsibilities
Manage and oversee all aftersales complaints from initial contact through to resolution
Review customer concerns relating to vehicle faults, repairs, rejection requests, and aftersales disputes
Assess each case in line with the Consumer Rights Act 2015, company policy, and industry best practice
Liaise with workshop staff, technicians, sales managers, warranty providers, and senior management to reach appropriate outcomes
Support and guide aftersales staff in the handling of customer cases
Ensure all customer communication is clear, professional, well-documented, and consistent
Make commercial decisions that protect the business while maintaining fairness and professionalism
Identify recurring issues and help improve internal processes to reduce future complaints
Assist with escalated and complex cases, including sensitive customer disputes
Maintain accurate records and complaint logs for internal review and compliance purposes
Requirements
Proven experience in the motor trade, ideally within used cars, aftersales, service management, or complaints handling
Strong knowledge of the Consumer Rights Act 2015
Experience managing difficult customer situations and complaint escalation
Confident communicator with strong negotiation and conflict resolution skills
Ability to make balanced commercial decisions under pressure
Organised and capable of managing multiple ongoing cases at once
Previous supervisory or management experience would be a strong advantage
Good understanding of dealership operations, workshop processes, and aftersales procedures
What We’re Looking For
We are looking for someone who is confident, professional, firm but fair, and capable of taking ownership of a busy complaints function within a high-volume used car supermarket.
The ideal candidate will be able to protect the reputation of the business, support the wider aftersales team, and ensure complaints are dealt with efficiently, legally, and professionally.
Job Types: Full-time, Permanent
Pay: Up to £40,000.00 per year
Application question(s):
- Are you able to work 5–6 days per week, including weekends if required?
- Where have you undertaken your motor trade experience?
Experience:
- Motor Trade: 2 years (required)
- Dealing with Consumer Rights Act cases: 2 years (required)
- Complaint Handling: 2 years (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
