UK Customer Escalations Coordinator

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.

Overview of Role

We are seeking a Customer Escalations Coordinator to support the Customer Care team in the UK. Your goal is to ensure absolute customer satisfaction, respond to customer inquiries, resolve issues and build lasting relationships with our customers. Responsibilities include coordination of data across all call centres and implementing quality of service, customer retention, and customer satisfaction. Our ideal candidate will possess excellent communication skills, a customer-oriented attitude, and leadership abilities with extensive knowledge in problem solving, methodical and consistent in approach, following correct process and working within recognised authority and appropriate escalation levels. 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. The role will be based at our NSC in Birmingham.

Requirements

• Proven work experience in customer escalations or similar role.
• Excellent team player that works well in a busy environment.
• Empathetic and customer centric.
• Self-motivated and capable to make logical decisions using your own initiative.
• 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.
• Strong attention to detail.
• Experience of dealing with challenging situations with the ability to stay calm and patient.
• Strong decision-making and problem-solving skills.
• Commitment to getting the job done by fixed deadlines.

Duties & Responsibilities

• 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.
• Ensure all enquiries are recorded onto the customer tracking system and coded correctly. 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.
• Process incoming invoices or create purchase orders to ensure our suppliers and dealers are paid within set timelines.
• 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.

Other Features

• A culturally enriching role with the opportunity to build something monumental.
• A diverse, multinational team.
• Start-up energy within secure corporate structures.
• Competitive, rewarding compensation package, based on your qualifications and experience.

If you are selected for an interview, our recruitment team will contact you directly. Unfortunately, due to the high volume of applications, we are unable to inform the candidates who are not shortlisted or provide specific feedback.