Vicky Harrison

Experienced customer, account and operations manager with 20 years' experience across high-volume service, retail and customer-facing environments. Strong track record of leading teams, managing complex customer relationships, resolving escalations, improving operational performance and protecting revenue through customer retention and commercial focus. Confident working across multiple stakeholders, coordinating teams and suppliers, using CRM and business systems, and turning customer issues into practical solutions.

Recognised for taking ownership, improving processes and delivering measurable results.

Assistant Manager at Forrest Motors (2026-05 – Present)

• Manage daily customer bookings, pricing, parts orders, invoicing and operational workflow in a busy customer-facing environment.
• Coordinate external appointments and ensure customer requirements are progressed efficiently from booking through completion.
• Balance customer needs, operational priorities and commercial considerations while maintaining a high standard of service.

Aftersales Manager at Read Hyundai (2024-12 – 2026-05)

• Led end-to-end post-sales operations covering service, parts, warranty and customer support, with responsibility for customer satisfaction, performance and profitability.
• Managed long-term customer relationships and acted as a senior escalation point, coordinating customers, technicians, manufacturers and suppliers to achieve timely resolutions.
• Monitored departmental performance, identified process improvements and supported revenue growth through retention and effective management of customer opportunities.
• Managed parts ordering, stock control, supplier/customer invoices and warranty claims, ensuring accurate documentation and timely resolution.
• Coached and supported service staff and maintained effective day-to-day workflow across a high-volume operation.
• Key achievement: improved the branch from 146th out of 152 dealerships nationally to 3rd place overall.
• Improved service, parts and warranty efficiency while maintaining strong customer satisfaction and retention and reducing warranty claim rejections and delays.

Service Manager at Horton SEAT/CUPRA (2024-05 – 2024-12)

• Managed day-to-day service operations, capacity, bookings, customer issues and warranty activity while maintaining high customer satisfaction and departmental profitability.
• Coached front-of-house staff and acted as the primary escalation point for customer concerns and operational issues.
• Worked across technicians, advisors and management to improve workflow, communication and customer outcomes.
• Monitored profitability and identified opportunities to improve performance and revenue.

Aftersales Manager at Read Motor Group (2022-09 – 2024-05)

• Progressed from Aftersales Advisor to Aftersales Manager, taking responsibility for service operations, team leadership, warranty, parts and site management.
• Completed warranty training and developed broad operational knowledge across Aftersales Advisor, Warranty Administrator and Parts Advisor functions.
• Led technicians and advisors, supported recruitment and staff management, and remained hands-on with customer issues and operational delivery.

Senior Customer Service Advisor at Pentagon Motor Group (2021-09 – 2022-09)

• Managed a busy customer service operation involving bookings, workshop coordination, maintenance, warranty administration, breakdowns, recoveries and escalated customer concerns.
• Handled more than 40 customer jobs per day while maintaining strong service quality and customer satisfaction.
• Prepared invoices, processed payments and promoted additional work where appropriate, contributing to departmental revenue.
• Provided management and workshop-control cover during staffing shortages, ensuring operational continuity.

Technical Adviser at British Telecommunications (2021-04 – 2021-09)

• Resolved customer faults and delayed-service issues, often supporting frustrated customers and working to tight service expectations.
• Used quick thinking, problem-solving and clear communication to achieve effective outcomes for both customer and business.

Supervisor / Post Office Supervisor / Retail Manager at Gill Marsh Forecourts (2018-08 – 2021-04)

• Managed teams and day-to-day retail operations, including stock ordering, banking, supplier relationships, health and safety audits and customer service.
• Handled high-value cash transactions and worked confidently across multiple operational systems and responsibilities.

Post Office Supervisor / Shop Supervisor at Blakemores Ltd (2014-01 – 2018-12)

• Managed busy retail and Post Office operations, staff, customer service, banking and day-to-day store responsibilities.

Owner at Spaghetti Junction Café (2010-01 – 2014-12)

• Founded and operated a market café, managing customers, suppliers, stock, staff and the commercial performance of the business before selling it after four years.

GCSE – Earl of Scarborough High School

GCSE / equivalent – St Clements College