Country Project Manager - Level 1 Agent Team
Location: Coventry (Full-time, Mon‑Friday)
The Country Project Manager is the primary lead for Level 1 Agent operations in the UK. You will ensure that technical support and service quality are perfectly aligned with standards and client expectations. This role is a blend of hands‑on team coaching, project governance, and proactive stakeholder management.
Key Responsibilities
Project Delivery & Governance
* KPI Ownership: Drive the delivery of all operational targets, SLAs, and customer satisfaction metrics.
* Performance Reviews: Chair regular reviews with clients to analyse case handling, response times, and quality.
* Data Analysis: Produce clear reports and use performance data to implement corrective action plans when needed.
* Quality Assurance: Oversee all deliverables to ensure they meet brand, safety, and business standards.
Team Leadership
* Coaching & Management: Provide daily direction and operational guidance to the Level 1 Agent team.
* Development: Manage onboarding, training, and annual performance reviews to upskill your team.
* Escalation Lead: Support agents with complex cases and remove operational roadblocks.
Client & Stakeholder Management
* Primary Interface: Act as the main contact for the client's national team regarding Level 1 activities.
* Collaboration: Build strong relationships with dealers, Technical Delegates, and internal stakeholders.
* Strategy: Support the piloting of new service solutions and contribute to long‑term programme planning.
Requirements
Essential Experience
* Proven Project Management experience, ideally within the automotive or mobility sectors.
* People Management skills (leading small operational teams and coaching).
* Background in Technical Support, Customer Care, or Aftersales.
* Track record of meeting or exceeding KPIs/SLAs.
Technical & Soft Skills
* Analytical Thinking: Ability to interpret data (volumes, handling times) to solve root‑cause issues.
* Software: Expert user of MS Office (Excel & PowerPoint) and CRM/Ticketing tools.
* Communication: Strong presentation skills with the ability to adapt to different audiences.
* Accountability: Ability to operate autonomously and take ownership of project outcomes.
Desirable
* Experience with Business Intelligence tools (Power BI, Tableau).
* Familiarity with OEM dealer operations and technical assistance flows.
What's in it for you?
* Competitive Salary & Company Laptop.
* 25 days annual leave + Life Assurance.
* Benefits: Contributory pension, cashback healthcare, and Car Salary Exchange scheme.
* Growth: Global career progression opportunities within a company of 5,000+ experts.
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