Overview of Company
We are the Sales & Marketing Headquarters for Nissan in the UK. It is our aim to ensure that the Nissan brand and product portfolio are successfully communicated in order for us to maintain our strong presence in the UK marketplace. To do this, we ensure that we achieve excellence throughout our sales operations & distribution in the UK, and deliver on our customer promises. Our key functions are Aftersales, Marketing, Marketing, Network Development & Customer Quality and Sales; finally, our support functions are integral in enabling everyone to deliver their overall strategies. All our employees have the opportunity to gain great autonomy, experience, and international exposure in our stimulating, diverse, and dynamic environment. We look for remarkable individuals to help fuel our ongoing quest for greatness. Our continued success is driven by our ability to produce high quality vehicles, at a competitive and accessible value and we want you to join us in defining how we shape the future of innovation in mobility, connectivity and electrification.
Overview of Aftersales
The team ensures that we achieve excellence throughout our Aftersales and Customer Services operations in the UK and deliver on our customer promises. Our team of experts continually monitor activity and manage the performance of our Dealer and Authorised Repairer network to ensure that we are maximising our performance. We have over 190 Dealers and Authorised Repairers across the UK and work hand in hand with them to deliver success. Aftersales is key to both NMGB and Dealer network profitability and our collaborative success sustains the Nissan marketplace of the future. Customer Services support the customer journey ensuring that when a customer has a query or concern we provide a quick and quality resolution, retaining customer confidence in the brand.
Overall Purpose of Role
1. Why – The core purpose of this role is to ensure that every customer that has a query or concern receives a quick and quality resolution following contact with Nissan.
2. How – Working closely with numerous stakeholders (including the Customer Engagement Centre (CEC), other NMGB departments, other Nissan departments e.g. AMIEO, TCS (Total Customer Satisfaction) and external suppliers) to ensure processes, policies, programmes, quality and knowledge all support the CEC and, in some areas, the Dealer Network in delivering a consistent quality customer experience.
3. What – Utilisation of a wide range of Nissan systems including Salesforce, GASS, N-Fit, eNEWS and Tech N-Sight
Main Tasks and Responsibilities
4. Management of the NMGB relationship with the Customer Engagement Centre Front Office team including quality feedback, processes, knowledge, and escalation support.
5. Management of the Customer Services mobility programme including working with Customer Engagement Centre Back Office team to manage escalated mobility cases to minimise risk and maximise customer satisfaction, working with NMGB’s Dealer Partners to ensure prompt reimbursement for mobility costs where applicable and day to day management of the relationship with mobility related suppliers.
6. Improvement of structured and documented knowledge sharing between NMGB and the Customer Engagement Centre Back Office
7. Case management support for the Customer Engagement Centre Back Office team is relation to escalated cases.
8. Management of Customer Services Dealer communications and responses to the small volume of queries not managed via the Customer Engagement Centre.
9. Support for NMGB Field Force in relation to escalated Customer/Dealer queries and concerns.
Skills and Experience
10. Demonstrable experience in a Team Leader role that involves proactively finding resolutions to customer quality concerns.
11. Highly motivated to promote and ensure a seamless end to end customer experience.
12. Ability to remain calm under pressure, adapt quickly to shifting priorities, and lead with confidence and empathy—even in demanding situations
13. Ability to manage multiple tasks and priorities at pace—balancing customer needs, team support, and operational demands. Strong organisational skills and the ability to stay focused under pressure are essential.
14. Continuous improvement mindset, seeking operational efficiency through the enhancement and regular review of process and compliance
15. Supplier management (dealerships desirable) and experience working cross functionally with inhouse teams.
Technical
16. Proficient Microsoft Office Skills, particularly Excel and PowerPoint
17. Knowledge of Salesforce or similar CRM system
The Support We Give You
We firmly believe that investment in our employees is integral to their growth and success. As a member of our team, you will have access to many of our benefits - because we want you to feel cared for, supported, and engaged at Nissan. Alongside comprehensive career development and learning opportunities, you will also have access to a wide range of employee benefits. This includes an attractive car ownership scheme, flexible working practices, comprehensive health & wellbeing offerings and team building days. And if that doesn’t whet your appetite, we’re also really proud of our flexible benefits scheme, every employee has the opportunity to flex their benefits to suit their lifestyle; from increasing your Private Medical Insurance cover to embracing our cycle-to-work scheme, we’ve got you covered.
Diversity and Inclusion
NMGB’s aim is for employees to be able to work in a worry-free, “best-self” manner, pursuing their careers regardless of gender, orientation, ability, heritage or any other factors and at the same time able to choose from various workstyles to suit their stage of life or background.
NMGB has a huge focus on how we can ensure we benefit from a rich diversity in our workforce and to understand the best ways to support everyone who works for us. Our partnerships with Pride 365 and Valuable 500 have helped to educate us and open our eyes to ensuring everyone is welcomed and understood.
Maple Cross Hertfordshire United Kingdom