Key Responsibilities
* Deliver the objectives, focusing on working with the Fleet Customer Care team to train and inspire efficient and effective customer management and the highest standards of communication.
* Handle direct contacts with key Fleet Account Managers displaying the highest standards of professionalism and customer care while developing strong mutual relationships.
* Handle direct escalated contacts displaying the highest standards of professionalism and customer care.
* Ensure all customer enquiries are responded to effectively, balancing Company policies & budgets with customer expectations, with a view to maintaining customer loyalty and Stellantis Corporate values.
* Manage the alignment of Fleet Customer Care to deliver the goal of ‘common plumbing’ in terms of process across all Stellantis Brands.
* Ensure management reports are available as required to understand reasons for customer contacts and solutions actioned.
* Proactively find solutions and actions to reduce reasons for customer contacts.
* Analyse quality data on Fleet Customer Care provided by the Customer Care Quality Team and coach individual team members whose work performance falls below targets.
* Research, investigate and identify the root cause of ‘escalated' customer enquiries.
* Decide and ensure implementation of the appropriate response/resolution to the customer enquiry.
* Maintain an active interest in the case until the problem has been resolved.
* Ensure appropriate use of the goodwill, loss of use, mobility and buy-back budget.
* Support the Stellantis Customer Care agents in using the results of customer cases to identify non-compliances within the company’s policies and procedures and to identify the need for corrective & preventative action to be taken.
* Build strong working relationships with the Fleet Director, Fleet Managers and internal stakeholders, as well as the Stellantis Field Force and other teams as necessary.
About You
* Automotive industry experience (preferred).
* Minimum 2 years experience in a similar position.
* Intermediate computer literacy.
* Demonstrable BackOffice operations management techniques.
* Proven experience of managing a team and effective management skills.
* Good understanding of operational activities of Customer Care Call Centres, New Vehicle Distributors, Authorised Repairers and Distrigo Parts Hubs.
* Experience with Domain of Service systems.
* Understanding of critical Consumer legislation (Consumer Rights Act, Consumer Duty, etc.).
* Ability to communicate and express yourself correctly in spoken and written language.
* Ability to manage conflicts.
* Be receptive and proactive.
* Have outstanding communication and analytical skills.
* Excellent ability to manage a team, motivating and inspiring them.
* Ability to influence and convince others of your opinion.
* Ability to remain objective in a high‑pressure environment.
* Good project management and problem solving skills.
Salary & Benefits
£32,000 dependant on experience. 25 Days Annual Leave, Calex Employee Benefits Packages (Inc Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships and on Demand 24 Hour Wellbeing Service (Counselling and Advice), Life Assurance, Pension, optional private Healthcare cover.
Contract
Permanent / Full Time
Working Hours
Monday to Friday / 40 hours per week
Place of Work
Stellantis, Pinley House, 2 Sunbeam Way, Coventry CV3 1ND
Pre-employment Checks
Calex will undertake the relevant/standard employment checks with any successful candidate. This includes contacting all nominated referees, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre-employment checks (confirmation will be provided through the recruitment process). The nature of this role may necessitate that we undertake a DBS check.
Employment
The successful candidate will be employed by Calex UK (www.calexuk.com).
Visa Sponsorship
Although Calex UK is on the register of Worker and Temporary Worker licensed sponsors, there is not an opportunity of sponsorship for this specific role.
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