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UK Customer Care Manager, south west london col-narrow-left
Client: Location: south west london, United Kingdom
Job Category: Other
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EU work permit required: Yes
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Job Views: 3
Posted: 10.06.2025
Expiry Date: 25.07.2025
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Job Description: Changan Automobile, one of the world’s leading automotive manufacturers from China, brings a rich heritage and global reach to the UK market. With a presence in Europe & UK since the early 2000s through design and R&D centres, Changan has now established its UK National Sales Company, marking a new commitment to the region. Operations across multiple European markets will begin in 2025, introducing Changan's vehicle line up that blends European design excellence with advanced Chinese technology. Driven by innovation and quality, Changan is excited to deliver intelligent, stylish, and sustainable mobility solutions tailored for Europe & UK.
Overview of Role
We are seeking an experienced Customer Care Manager to support the setup of Customer Service excellence for the UK. Your goal is to ensure absolute customer satisfaction, respond to customer inquiries, resolve issues and build lasting relationships with our customers. Responsibilities include setting 3rd party call centres and implementing strategies to improve quality of service, customer retention, and customer satisfaction.
Our ideal candidate will possess excellent communication skills, a customer-oriented attitude, and leadership abilities with extensive knowledge in problem solving, aptitude ability to be resourceful, methodical and consistent in approach, following correct process and working within recognised authority and appropriate escalation levels.
Reporting to the After Sales Director, the role requires a hands-on approach as we scale the business from the ground up. As the Customer Care Manager, you’ll have the unique opportunity to use your Customer Service expertise and skills to shape the Changan business in the UK.
This will be aligned with and supported by the teams in Europe and China and delivered to the same outstanding levels as the Changan product.
The role will be based at our NSC in Birmingham.
Requirements
A recognised qualification or relevant experience within the automotive environment
Experience in providing customer service support
Knowledge of performance evaluation and customer service metrics
Systems experience of Excel, Microsoft Office, SAP and customer service software
Outstanding written and verbal communication skills
Strong decision-making and problem-solving skills
Good business acumen
Ability to build and maintain effective relationships
Agility and flexibility
Self-motivation, demonstrate initiative and enthusiasm
Ability to deal with high pressure situations
Commitment to getting the job done by fixed deadlines
Possess passion for technology and digitilisation in the automotive industry
Duties & Responsibilities
Implement customer service policies and procedures
Recruit, manage and lead a team of customer service staff
Support the setup of call centres where required
Provide training and mentorship to team members
Respond to customer service issues in a timely manner
Create effective customer service procedures, policies, and standards
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
Engage with customers and build relationships to promote customer retention
Conduct regular audits and analysis to assess the performance of the team
Implement strategies to improve quality of service, productivity, and profitability
Ambassador for harnessing the approved dealer relationship across region
Deploy and support retention targets towards a world class customer experience framework
Other Features
A culturally enriching role with the opportunity to build something monumental.
A diverse, multinational team.
Start-up energy within secure corporate structures.
Competitive, rewarding compensation package, based on your qualifications and experience.
If you are selected for an interview, our recruitment team will contact you directly. Unfortunately, due to the high volume of applications, we are unable to inform the candidates who are not shortlisted or provide specific feedback.
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