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For Companies At a Glance
- Tasks: Lead the Fleet Customer Care team to ensure top-notch service and customer satisfaction.
- Company: Join Calex, a forward-thinking company revolutionising learning in the automotive industry.
- Benefits: Enjoy a competitive salary, 25 days annual leave, and fantastic employee benefits.
- Why this job: Make a real impact by enhancing customer care and driving operational excellence.
- Qualifications: 2+ years in a similar role with strong people management and problem-solving skills.
- Other info: Dynamic work environment with opportunities for growth and development.
The predicted salary is between 28000 - 42000 £ per year.
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.
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
- 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 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.
Team Manager (Fleet Customer Care) | Stellantis Calex UK Permanent/Full Time in Coventry employer: Calex UK
Contact Detail:
Calex UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Manager (Fleet Customer Care) | Stellantis Calex UK Permanent/Full Time in Coventry
✨Tip Number 1
Network like a pro! Reach out to your connections in the automotive industry and let them know you're on the hunt for a Team Manager role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Stellantis and their customer care values. Show us that you understand their mission and how you can contribute to their goals. Tailor your responses to highlight your experience in managing customer care teams.
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss specific examples of how you've handled escalated customer issues in the past. We want to see your analytical skills in action and how you can maintain high standards under pressure.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us that you're genuinely interested in joining our team at Calex.
We think you need these skills to ace Team Manager (Fleet Customer Care) | Stellantis Calex UK Permanent/Full Time in Coventry
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Team Manager role. Highlight your experience in customer care and any relevant automotive industry knowledge. We want to see how your skills align with our core values!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Fleet Customer Care Team Manager position. Be sure to mention specific skills that match the job description.
Showcase Your People Management Skills: Since this role involves managing a team, make sure to highlight your people management experience. Share examples of how you've inspired and trained others to achieve operational excellence.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Calex UK
✨Know Your Stuff
Make sure you understand the automotive industry and the specific role of a Team Manager in Fleet Customer Care. Brush up on key performance indicators, customer satisfaction metrics, and the latest trends in customer care. This will show that you're not just interested in the job, but that you’re genuinely invested in the industry.
✨Showcase Your People Skills
As a Team Manager, you'll be leading a team, so it's crucial to demonstrate your effective people management skills. Prepare examples of how you've inspired and trained teams in the past, and be ready to discuss how you handle conflicts and maintain morale in high-pressure situations.
✨Be Data Savvy
Familiarise yourself with the types of reports and quality data that are relevant to Fleet Customer Care. Be prepared to discuss how you would analyse this data to improve team performance and customer satisfaction. Showing that you can turn numbers into actionable insights will set you apart.
✨Align with Core Values
Calex has strong core values, so make sure you can articulate how your personal values align with theirs. Think about examples from your past experiences that reflect being caring, supportive, and collaborative. This will help you connect with the interviewers on a deeper level.