Team Manager (Fleet Customer Care) Stellantis Calex UK Permanent/Full Time

About Us

Calex specialise in the design, development, and delivery of innovative learning programmes, predominantly within the automotive retail industry, including management, technical, aftersales and apprentice training. More recently we have begun working with forward-thinking companies within the logistics, food & beverage, and pensions sectors to enhance their training proposition via the implementation of Virtual Learning Environments, Live Broadcasting and Social Learning Platforms.

Our Corporate Vision is to 'Deliver inspirational, technology rich, fully integrated and personalised learning programmes that deliver beyond expectation' and we work in close partnership with our clients to identify and implement innovative and effective learning solutions.

To learn more about Calex, please visit our website at

The Fleet Customer Care Team Manager will oversee the Fleet Customer Care team and work with the Team Leader to drive operational excellence. You will be responsible for ensuring key performance levels are met, including Service Level and Customer Satisfaction, and managing escalated cases.

Key Responsibilities

• Work with the Fleet Customer Care Team Leader to train and inspire agents to deliver efficient and effective customer management and the highest standards of communication.
• 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.
• Handle direct escalated contacts, displaying the highest standards of professionalism and customer care.
• Ensure management reports are available as required to understand reasons for customer contacts and solutions actioned.
• 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.
• Proactively find solutions and actions to reduce reasons for customer contacts.
• Research, investigate and identify the root cause of 'escalated' customer enquiries.
• Ensure appropriate use of the goodwill, loss of use, mobility and buy-back budget.
• Support the 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 Customer Care Director and Managers, and internal stakeholders, as well as the Stellantis Field Force and other teams as necessary.
• Support Operations Manager with reporting, and team performance on a regular basis.

About You

• Automotive industry experience (preferred).
• Minimum 2 years experience in a similar position.
• Intermediate computer literacy.
• Demonstrable BackOffice operations management techniques.
• Effective people 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 manage conflicts.
• Good project management and problem solving skills.
• Ability to influence and convince others of your opinion.
• Ability to remain objective in a high pressure environment.
• Outstanding communication and analytical skills.

Our Calex Core Values

We are looking for an individual who aligns with our company core values:

• Caring & Supportive
• Open & Honest
• Welcoming & Inclusive
• Collaborative & Inspiring
• Enjoyable & Rewarding
• Flexible & Adaptable
• Accountable & Reliable
• Healthy & Sustainable

To apply, please provide a full and up to date copy of your CV together with a covering letter detailing the skills that make you suitable for this role.

Salary & Benefits

£35,000 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 Head Office in Coventry

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 .

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.