Fleet Customer Care Agent | Stellantis Calex UK Permanent/Full Time in Coventry

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.

We are currently seeking to recruit a Fleet Customer Care Agent to primarily support the Uptime Command Centre Manager (UCCM) as part of the Stellantis Fleet Customer Care in delivering objectives to minimise vehicle downtime and deliver excellence in customer satisfaction.

The successful candidate will enjoy direct contact with Fleet customers from our Dealer Network as well as internal Business functions such as Aftersales, Technical, Network Development. The core task by telephone and email is to actively listen and ask probing questions to understand the customer’s needs and determine the best course of action.

• To deliver the objectives, focusing on working to provide effective customer management and the highest standards of communication.
• Respond to Fleet Customer Care cases raised through webform or direct contact (telephone or email) in our Salesforce platform in order to learn about and address their needs, complaints, or other issues with products or services.
• Respond promptly, efficiently and accurately to customers, explaining possible solutions, and ensuring the customers feel supported and valued.
• Ensure all Stellantis customer enquiries are responded to effectively, balancing Company policies & budgets with customer expectations, with a view to maintaining customer loyalty and Stellantis Corporate values.
• Use Stellantis’ Escalation Process for special handling of specific issues / bottlenecks.
• 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 a close follow and active interest in the case until the problem has been resolved and the case closed.
• Understand and meet call centre metrics while providing consistent, excellent customer care.
• 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.
• Build lasting relationships with customers and other team members.
• Utilise training and other learning opportunities to expand knowledge of Stellantis and to find information to assist with customer resolutions.

• At least 1 year of customer service experience in a contact centre or dealership back office experience (preferred).
• Automotive knowledge or experience is preferred, or a demonstrable ability to understand automotive/technical issues and terminology.
• Positive attitude and a passion for customer care.
• Ability to be patient and friendly with all types of customers.
• Consistent level of professionalism and a conscientious work ethic.
• Flexibility and adaptability to work in a fast-paced environment.
• Ability to prioritise conflicting workload to satisfy customers under pressure.
• Strong written and verbal communication skills, able to respond with appropriate feedback avoiding slang and jargon.
• Ability to demonstrate empathy and understanding; be diplomatic, polite and apologetic where necessary.
• Computer literate – competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required); experience with cloud-based CRM and telephony tools (preferred).
• Strong attention to detail while speaking to customers and processing their information quickly.
• Ability to learn, use and manage customer/proprietary applications in support of customer handling.
• Ability to type a minimum of 35 words per minute.
• Logical approach to problem resolution; gathers facts, takes corrective actions, escalates problems at the appropriate stage.
• Ability to learn quickly in a dynamic environment, take own initiative and make decisions.
• Self-managed and disciplined with the ability to manage own workload.
• Team player and the ability to build relationships with dealer personnel and internal stakeholders.
• Hold a full and current driver’s license (preferred).

• 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 £28,000 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).

Permanent / Full Time Working Hours: Monday to Friday / 40 hours per week. Place of Work: Hybrid role, working from home and the 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.

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.