Level 3 Regulated Support Agent 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 .

We are currently seeking to recruit a Level 3 Regulated Support Agent at Stellantis in Coventry.

The successful candidate will support the Level 3 Regulated Team Leader to achieve the team's primary objectives across service levels (call and email response), case management performance (average close time), customer satisfaction (NSAT for RFI and claims) and case backlog reduction.

The role contributes directly to maintaining the highest standard levels and full compliance with Financial Conduct Authority rules by handling support enquiries with professionalism. The Level 3 Regulated Support Agent is crucial to ensuring customer enquiries are responded to effectively and in a way that maintains customer loyalty and Stellantis Corporate values, through effective management of escalations and balancing company policies with customer expectations.

Key Responsibilities

• Safeguard full compliance with Financial Conduct Authority rules for Regulated Case Management.
• Efficient management of CEO/SVP/Director escalated cases and liaison with Top Care Team.
• Ensure all Stellantis customer enquiries are responded to effectively, balancing Company policies and budgets with customer expectations, with a view to maintaining customer loyalty and Stellantis Corporate values.
• 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 Managers in using the results of customer cases to identify non-compliances within the company's policies & procedures and to identify the need for corrective & preventative action to be taken.
• Support Levels 1 and 2 by sharing and communicating improvement feedback.
• Help the team to achieve objectives, working to agreed terms and individual standards.
• Build strong working relationships with the Customer Care Managers, as well as the Stellantis Field Force and other teams as necessary.
• Maintain contact with the Motor Ombudsman and represent Stellantis within the appropriate SMMT meetings and forums.
• Daily contact with the Stellantis Finance department for the management of all Customer Care related payments.

About You Qualifications & Experience

• Minimum 1 year back-office experience in a call centre, dealership or other area in the automotive sector.
• Experience in a previous similar role is preferred.
• Computer literate - competent in the main Microsoft Office and internet packages.
• Excellent verbal and written communication skills.
• Ability to prioritise conflicting workload to satisfy customers under pressure.
• Good understanding of operational activities of Customer Care Call centres, New Vehicle Distributors, Authorised Repairers and Distrigo Parts Hubs.
• Understanding of critical Consumer legislation (Consumer Rights Act, Consumer Duty, etc.).
• Good analytical skills.
• Proven ability in using communication applications such as telephony equipment.
• Demonstrable experience in prioritising a conflicting workload to satisfy customers under pressure.

Personal Qualities & Soft Skills

• Be respectful to the sensitivity and confidentiality of the cases managed.
• Positive attitude and a desire to help customers.
• Consistent level of professionalism and a conscientious work ethic.
• Ability to be understanding, diplomatic, polite and apologetic where necessary.
• Active listening skills to understand the customer and respond with appropriate feedback.
• Good collaborative attitude and capacity to develop professional relationships among all Stellantis departments and with brand dealer networks.
• Ability to learn quickly in a changing environment, take own initiative and make decisions.
• Ability to remain objective in high pressure environments.
• Friendly and approachable even when busy, a team player.
• Good project management and problem solving skills.
• Logical approach to problem resolution; gathers facts, takes corrective actions, escalates problems at the appropriate stage.

Our Calex 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: Up to £30,000 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.

There may be an occasional requirement to work from other locations across the UK, including at shows, at dealerships, and other Stellantis and Calex facilities.

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.