Operations Manager | Stellantis Calex UK Permanent/Full Time in Coventry

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 www.calexuk.com

We are currently seeking to recruit an Operations Manager to join the Stellantis Customer Care team.

The CEC Operations Manager will lead the Customer Care team and drive operational excellence. This role is crucial to ensuring our customer support processes are efficient, scalable, and consistently deliver a high level of service. They will be responsible for managing day‑to‑day operations, implementing strategic initiatives, and fostering a positive and productive work environment.

The successful candidate must possess a blend of personal qualities that are crucial for leading a team and driving operational success. These attributes will allow them to navigate challenges, inspire their team, and foster a positive, customer‑centric environment. This is a data‑driven role, the Operations Manager will need to be able to analyse metrics, identify trends and use those to make informed decisions to improve efficiency and customer satisfaction.

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and motivate a team of customer care representatives and team leads.
• Conduct regular one‑on‑ones, performance reviews, and provide constructive feedback.
• Oversee scheduling, training, and professional development for the team.
• Foster a culture of continuous improvement, accountability, and customer‑centricity.

Operational Excellence

• Develop, implement, and optimise customer support processes, policies, and procedures.
• Analyse key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT) scores to identify trends and areas for improvement.
• Manage and optimise customer care technology, including CRM systems, knowledge bases, and communication channels.
• Ensure compliance with company standards and industry regulations.
• Demonstrate experience in managing risk, with an ability to identify, assess, and mitigate risks in customer interactions. This involves anticipating potential issues that could lead to non‑compliance, customer complaints, or legal action, and establishing clear procedures to handle them. This proactive approach protects both the customer and the company.
• Develop and enforce robust standard operating procedures (SOPs). This includes creating detailed workflows for everything from handling a complaint to processing a data request. Implement a strong quality assurance program to regularly monitor calls and interactions to ensure compliance and a high standard of service.

Strategic Planning

• Contribute to the strategic planning and long‑term vision for the customer care department.
• Lead projects aimed at enhancing the customer experience and improving operational efficiency.
• Collaborate with other departments (e.g., Product, Engineering, Sales) to resolve complex issues and provide customer insights.

Reporting & Analysis

• Prepare and present regular reports on team performance, operational metrics, and customer feedback to senior leadership.
• Use data‑driven insights to make informed decisions and recommendations.
• Manage the budget for customer care operations.

About You

• Proven experience and track record of success (min. 5+ years) in a regulated customer service or support environment, with at least 2–3 years in a management or leadership role. (Essential)
• Strong understanding of customer service operations, metrics, and best practices. (Essential)
• Compliance and Regulatory Knowledge (ideally gained within the automotive retail sector), demonstrating a deep and up‑to‑date understanding of all relevant laws and regulations. (Essential)
• Experience in managing a team to operate within legal boundaries in a regulated environment. (Essential)
• Demonstrate experience in managing risk, with an ability to identify, assess, and mitigate risks in customer interactions. This involves anticipating potential issues that could lead to non‑compliance, customer complaints, or legal action, and establishing clear procedures to handle them. This proactive approach protects both the customer and the company. (Essential)
• Experience in developing and enforcing robust standard operating procedures (SOPs) (Essential)
• Experience with CRM software (e.g., Zendesk, Salesforce Service Cloud, HubSpot) and other customer support technologies. (Essential)
• Experience in the Automotive retail sector, working directly for an OEM, or retail group. (Desirable)
• Certifications/qualifications in customer experience or project management (e.g., PMP, CXPA). (Desirable)
• Experience with workforce management (WFM) or quality assurance (QA) tools. (Desirable)
• Exceptional Leadership – a leader who can motivate, mentor, and inspire their team.
• The ability to be empathetic, to be able to relate to both their team members\' challenges and the customers\' frustrations, leading to more thoughtful and effective solutions.
• A high level of patience, can handle difficult situations calmly and provide steady guidance to their team without becoming overwhelmed.
• Strategic problem‑solver – be able to identify the root cause of issues, and develop scalable, long‑term solutions.
• Adaptability and flexibility to keep up with a constantly evolving business landscape, customer needs, new technologies, processes, and unexpected challenges.
• Outstanding communication skills, including clear verbal and written communication to articulate their vision, provide constructive feedback, and communicate effectively with different departments across the company.
• Resilience – the ability to bounce back from setbacks, maintain a positive attitude, and keep a team motivated even during high‑pressure periods.
• Strong analytical skills to make informed decisions based on data and current trends.
• Exceptional attention to detail, meticulous and organised to ensure processes run smoothly and minimise errors.

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

£50‑65,000 dependant on experience. Bonus scheme (10% of basic salary) linked to departmental KPIs. Company Car. 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

40 hours per week, 5 days per week on a rota covering both weekdays and weekends.

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 (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.