At a Glance
- Tasks: Lead customer service excellence and drive business growth in a dynamic environment.
- Company: Join Daimler Truck UK, a leader in the commercial vehicle industry.
- Benefits: Competitive salary, bonus structure, company car, pension scheme, and comprehensive benefits.
- Other info: Inclusive workplace culture with a focus on personal and professional growth.
- Why this job: Shape the future of customer service and make a real impact on a national scale.
- Qualifications: Extensive leadership experience in customer service and parts operations required.
The predicted salary is between 80000 - 100000 £ per year.
At Daimler Truck UK, we're looking for an exceptional leader to join our Executive Team as Director Customer Service & Parts. This is a high-profile opportunity to lead a strategically critical function responsible for delivering outstanding customer experiences, driving profitable growth, and ensuring operational excellence across our nationwide dealer network. Reporting directly to the Managing Director and serving as a member of the Board of Management, you will shape and execute the UK Customer Service & Parts strategy, influencing business performance, customer loyalty and commercial success across one of the world's leading commercial vehicle organisations.
As Director of Customer Service & Parts, you will have end-to-end leadership responsibility for customer service, parts sales, logistics, technical operations and technical training. Leading a team of senior leaders and approximately 47 colleagues through direct and indirect management, you will create an inclusive, high-performing culture focused on delivering exceptional outcomes for customers and the business. You will oversee a substantial commercial portfolio, including approximately £100m in parts business alongside a significant service contract portfolio, ensuring strong governance, operational efficiency and sustainable growth.
What You'll Be Responsible For:
- Developing and implementing the Customer Service & Parts strategy to deliver market-leading customer satisfaction, retention and business performance.
- Driving service excellence across the dealer network, improving customer satisfaction metrics and strengthening strategic key account relationships.
- Delivering Parts, Repair & Maintenance commercial objectives and supporting growth in vehicle and service penetration across the market.
- Leading parts logistics, technical operations and technical training, ensuring rapid resolution of Vehicle Off Road (VOR) issues and continuous operational improvement.
- Building organisational capability through strong leadership, talent development, succession planning and performance management.
- Managing key third-party logistics partnerships to ensure industry-leading service levels.
- Providing sound financial stewardship, budget management and governance across the function.
- Contributing to company-wide strategy, governance, risk management and business performance as a member of the Board of Management.
Why Join Daimler Truck UK?
This is an opportunity to lead one of the most strategically important functions within Daimler Truck UK, influencing customer experience, operational performance and commercial success on a national scale. You'll join a market-leading business committed to innovation, customer excellence and developing talented leaders who make a real difference. If you're ready to lead transformational change, drive sustainable growth and shape the future of customer service and parts operations, we'd love to hear from you.
What we offer you:
Alongside the opportunity to work for a great business that is passionate about everything we do, we offer a competitive salary and a discretionary bonus structure. You’ll be able to join our company car and pension scheme, and you’ll also receive a comprehensive benefits package including Long-term Incentive Plan, private medical insurance, medical screening, 25 days’ annual leave plus public holidays, based out of our Head Office in Willen, Milton Keynes. We’re committed to supporting your wellbeing, with access to colleague wellbeing resources including our Employee Assistance Programme and Mental Health First Aiders. You’ll also have access to a range of voluntary benefits that you can choose from to suit your lifestyle. We’re invested in your growth too, providing the training and knowledge you need to reach your potential, along with regular reviews to support your apprenticeship progress.
Apply today and help us keep the world moving.
Qualifications About You:
We're looking for a commercially minded, inspirational leader with extensive experience within the truck, commercial vehicle, automotive or related industries. You'll bring:
- Significant senior leadership experience within customer service, aftersales and parts operations.
- Strong understanding of truck aftersales operations, customer service excellence and dealer network management.
- A proven track record of developing and delivering strategies that generate profitable growth and exceptional customer experiences.
- Experience leading operational transformation, continuous improvement and service excellence initiatives.
- Outstanding leadership capabilities with a passion for developing people and building high-performing teams.
- Strong commercial, financial and analytical acumen.
- Exceptional stakeholder management and influencing skills, including experience engaging with senior executives, dealer networks, key accounts and international stakeholders.
- The ability to translate complex challenges into clear strategic recommendations and business solutions.
- Resilience, agility and a results-driven mindset within complex operational environments.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Service & Parts
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Daimler Truck UK Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Daimler Truck UK Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Service & Parts
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Daimler Truck UK Limited:Your cover letter is your chance to shine! Tell us why you want to work at Daimler Truck UK Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Daimler Truck UK Limited!
How to prepare for a job interview at Daimler Truck UK Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
