Customer Operations Manager

Job Overview

Title
Customer Operations Manager
Location
Southern England
Package
£48,000 + car + benefits
Company
Vehicle Manufacturer
Type
Permanent
Ref. No.
JP197
Posted
16th November 2020

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Job Description

Do you have at least 5 years’ experience managing a team and processes in an environment handling high numbers of inbound and outbound contacts? Can you demonstrate a track record of process improvement and stakeholder management? If so this opportunity for a Customer Operations Manager to manage a technical support team for a vehicle manufacturer could be for you. Whilst useful, previous experience in the automotive industry is not required. It would suit a people leader with proven experience in inspiring, motivating and engaging with their team.

The Job

You will manage a team who support the dealer network on Technical and Warranty queries. The aim is to deliver a first-class service to the manufacturer’s dealer networks so that dealers can fulfil their customer needs.

Main Responsibilities

  • Lead & motivate your team to deliver an industry leading dealer technical & warranty support service.
  • Performance manage and actively coach team members
  • Provide the vision to evolve dealer support to be industry leading to guarantee customer retention
  • Utilise key stakeholders in the business to resolve serious customer issues quickly and effectively
  • Define and implement team policies, processes and standards
  • Produce a suite of Management Information reports to measure the department’s performance against set targets.
  • Work with a range of internal stakeholders promoting working together and putting the customer first in all scenarios.
  • Communicate with dealers to ensure a good understanding of Dealer Technical and warranty processes

 
About You

  • At least 5 years people management experience – with excellent motivational and leadership skills
  • The ability to identify operational issues and implement corrective actions.
  • Process and change management experience
  • Budget management skills
  • Strong analytical and problem-solving skills
  • A clear understanding of best way to handle high volume inbound and outbound contacts
  • Excellent interpersonal skills with the ability to communicate effectively
  • A high level of customer and dealer empathy
  • Ability to identify performance gaps and develop efficient and timely countermeasures
  • A skilful negotiator who demonstrates a fair and open-handed approach
  • Confident presenter with the ability to communicate effectively across all business levels.
  • A genuine desire to understand customers whilst being prepared to conflict with policy and process if they are out of touch with customer needs

 Ref: JP197

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