Job Description

Job title

: Customer & Sales Support Manager

Reporting to:

Head of IM MAPS

Locations:

Solihull, B90 4WA

and

Cirencester, Gloucestershire, GL7 1LF

Hours of work:

37.5 hours a week

Salary band:

Dependent on experience

Please note this role will be split equally between our Solihull and Cirencester office locations.

Job Summary

Responsible for the efficient operation of the Customer & Sales Support Department. Working with other departments across the company to ensure the highest levels of customer satisfaction and customer confidence. Ensuring that the department provides all internal and external customers with information and support as required in an effective, efficient and professional manner.

Responsibilities

To ensure that the CS team provide all customers of IML brands, the dealer network, and end-users with assistance to answer queries and complaints ensuring that all requests are handled promptly and professionally and brought to a satisfactory conclusion. To develop systems sufficient to provide an accurate analysis of all contact with the Customer Support department and produce reports for the Head of all brands monthly. To constantly guide direct reports in a positive manner, to develop their skills and abilities and to ensure the training and motivation of all members of staff under your guidance is carried out in a professional manner. To take responsibility for all goodwill spend (including car hire) and to use these funds to achieve maximum customer satisfaction while, at the same time, re-establishing the link between customer and dealer. To assist with the development of departmental budgets and control costs within those budgets. To assist in the production of and work to the agreed Business Plan and KPIs. Responsible for the recruitment, training, motivation, and personal development of Customer Support staff. Maintain International Motors image through good working relationships with suppliers, and the dealer networks. As and when required to attend national and regional meetings, trade events, shows etc., and to visit Sales and Service Centres on a regular basis. To adhere to the guidelines operated by IM Group.

Minimum Requirements

GCSE or equivalent in Maths and English Conversant in Microsoft Office - Word, Excel, Power Point. Ability to coach and support team members Able to prioritise duties Thorough attention to detail Ability to analyse data

Competencies/Skills Required

Accuracy and attention to detail. A proactive and positive approach. Good organisation and communication skills. Time management skills in a fast-paced environment. The ability to use own initiative but know when matters need to be referred. Discretion and a clear demonstration of confidentiality always. Able to coach and support team members Previous Customer or Sales Support role Able to prioritise duties Thorough attention to detail

Personal Competencies Required

Able to remain calm under pressure whilst maintaining attention to detail Able to prioritise duties, multi-task, and manage multiple projects Team member with flexible 'can-do' attitude Proactive, self-motivated, self-confidence Excellent communication skills, oral and written Excellent people management skills Excellent time management skills Active listener
Due to the recruitment timeline, candidates who are shortlisted will not be contacted until after

5th January 2026

.

Job Types: Full-time, Permanent

Pay: From 35,000.00 per year

Benefits:

Additional leave Canteen Company car Company events Company pension Discounted or free food Employee discount Enhanced maternity leave Free fitness classes Free flu jabs Free parking Life insurance On-site gym On-site parking Paid volunteer time Private medical insurance Referral programme Sick pay Store discount
Application question(s):

Are you able to reliably commute to both Solihull and Cirencester?
Experience:

Customer or Sales Support: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person