Customer Service Coordinator - Complaint Management

About Changan

Changan Automobile, one of the world’s leading automotive manufacturers from China, brings a rich heritage and global reach to the UK market. With a presence in Europe & UK since the early 2000s through design and R&D centres, Changan has now established its UK National Sales Company, marking a new commitment to the region. Operations across multiple European markets will begin in 2025, introducing Changan's vehicle line up that blends European design excellence with advanced Chinese technology. Driven by innovation and quality, Changan is excited to deliver intelligent, stylish, and sustainable mobility solutions tailored for Europe & UK.

We are seeking a Customer Escalations Coordinator to support the Customer Care team in the UK. Responsibilities include coordination of data across all call centres and implementing quality of service, customer retention, and customer satisfaction. Reporting to the Customer Care Manager, the role requires a hands-on approach as we scale the business from the ground up. As the Customer Escalations Coordinator, you’ll have the unique opportunity to use your Customer Service expertise and skills to shape the Changan business in the UK. This will be aligned with and supported by the teams in Europe and China and delivered to the same outstanding levels as the Changan product.

• Proven work experience in customer escalations or similar role.
• Flexible and adaptable approach to work, balancing priorities and working to tight deadlines.
• Confident to work on the database systems.
• Excellent interpersonal, communication and relationship building skills with the confidence to communicate with customers, external partners, and peers in an articulate manner.
• Represent the business values and customer experience to each customer by resolving complex complaints in a timely, positive way.
• Must have strong communication skills across all channels of customer contact: outbound phone calls, emails, letters, and exceptional times face to face meetings.
• Confidently communicate with dissatisfied customers and clearly set expectations and always keep promises in re-contacting through exceptional time management.
• Gather all necessary information from the customer, network, and internal departments to make commercial, customer friendly decisions to drive retention.
• The information is then used to improve the business for the benefit of the customer and to report to the Senior Management Group and Research and Development.
• Deal with high level cases including working with our legal department and Service Quality division to comply with all procedures.
• Proactively identify any process gaps within the team and create relevant countermeasures to ensure they are streamlined and add value to our customer experience.
• Utilise the goodwill budget in a consistent, sensible way to help our customers when there is a clear justification.
• Take ownership for escalated, high-cost contacts from the network to ensure all process is adhered to and a timely resolution.
• Able to work independently to make sound business decisions with customers to drive retention and protect the brand.
• Take responsibility for all requests from data protection teams on all subject action requests or data breaches, ensuring completed within the necessary timeframes.

Competitive, rewarding compensation package, based on your qualifications and experience.