Fleet Customer Support Manager x 2 (1 North, 1 South UK) – 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.

We are recruiting for two Fleet Customer Support Managers to join our field-based Stellantis team, with opportunities available across both the North and South of the UK. The primary purpose of this position is to hold the responsibility for managing Special Vehicles national fleet customer relationships for a defined territory within the UK. Tact and diplomacy, coupled with an intolerance of the status quo, and a zeal for customer delight, will be essential to success. This role will work closely with the Stellantis Specialist Vehicle Operations team to achieve mutual success in both Sales and Aftersales.

Key Responsibilities:

• Maintaining all aftersales / technical aspects and develop relationships with Emergency Service customers (Police, Ambulance, Fire), Royal Mail, and Key Converters to deliver excellent customer satisfaction, maximise sales, and profit opportunities.
• Managing daily issues around vehicle off road, whilst working in conjunction with other departments (i.e., Parts), to develop solutions and processes that create efficiency and customer satisfaction.
• Building relationships and working closely with the Stellantis dealer network to ensure that services levels are high for these specialist customers.
• To be technically competent to enable inspection and obtaining information on technical and quality related issues (both for SVO customers and the wider fleet business), and work in conjunction with the Stellantis technical teams to either promote or support an acceptable resolution.
• Provide an acceptable service level from the team in terms of response time, customer outcome and customer satisfaction, across a wide (and growing) range of Fleet customers.
• Design and implement the routines, rhythms, and responsibilities, which will facilitate a structured, consistent, and robust customer management regardless of brand or geography.
• Develop and evolve relationships with Specialist Fleet customers as well as an effective working relationship with Stellantis parts, warranty & technical contacts to protect Stellantis relationships with strategic customers.
• Collaborate and consult with the Stellantis parts team to have robust processes to manage both back ordered parts, and proactively create solutions to minimise future issues (such as impressed stock).
• Work with parts colleagues to effectively communicate parts commercial offers, as well as explore growth opportunities with parts with the Specialist Customers.
• In conjunction with the Stellantis SVO Aftersales & Training Manager, ensure that Specialist Customers have the right tooling and training to effectively work on our vehicles.
• Produce technical bulletins on a regular basis (minimum of twice a year) to proactively provide information to the Specialist Customers.
• Encourage and help facilitate relationships between customer workshops and their local Stellantis dealers.
• Provide feedback actions to reduce fire-fighting mode, flag patterns of non-compliance, make strong and credible recommendations and feedback via designated reporting route.
• Influence customers using knowledge and experience using a sound fiscal and commercial understanding for the mutual benefit Stellantis and the customer.
• Escalation and resolution of aftersales issues facing Specialist Fleet Customers.
• Autonomy to initiate, facilitate & build dealer aftersales relationships with Specialist Fleet customers including their workshops, as well as facilitating and encouraging better relationships between the customer workshops and the Stellantis dealer network.
• After the point-of-sale relationship management for Specialist Fleet customers – supporting Fleet Customer Care or equivalent.
• Work with the Stellantis Warranty department in the UK to ensure that recalls and quality campaigns are communicated and completed where customers have warranty approval to do so.
• Arrange and deliver technical meetings with Specialist Customer groups on a regular basis (i.e., Police, Ambulance) to explore and further develop strong relationships, and create an initiative-taking approach and mindset to improvement of the customer experience.
• Work with, and advise, the Stellantis SVO Aftersales & Training Manager to enable them to develop and evolve all necessary technical training for Specialist Customers.
• Proactively seeking opportunities to enhance our video outputs through building key relationships.

About You:

• Technical qualifications relating to vehicles is essential.
• Minimum 10 years’ experience of Field Operations / Fleet customer care / Retailer management.
• Technical knowledge of Stellantis products.
• High level computer literacy, experience using Microsoft Office applications.
• Strong numeracy and negotiation skills.
• Able to work on multiple projects / issues simultaneously with an ability to prioritise.
• Strong communicator.
• Excellent delegator.
• Customer focused.
• Strong organisational skills.
• Able to drive change through the team with dynamic leadership.
• Strong interpersonal and influencing skills.
• Able to work with complex data.
• Great at problem solving and rapid decision making.
• Confident in delivering presentations to groups.
• Full driving license is a requirement due to business travel.

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 £50,000 dependant on experience. Company Car, Mobile Phone, 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: Home-based as part of a field team, you will be required to visit various locations within a defined territory. Please indicate when applying if it is for the North or South vacancy.

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.