Fleet Customer Care Agent | Stellantis Calex UK Permanent/Full Time

Calex UK; Coventry; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Annual leave 25 days

Private healthcare

GP services

High street discounts

Discounted gym memberships

Wellbeing service

Life assurance

Pension

Private healthcare cover

Job summary

Calex UK in Coventry is recruiting Fleet Customer Care Agents to support the Uptime Command Centre Manager as part of the Stellantis Fleet Customer Care team, delivering objectives to minimise vehicle downtime and ensure customer satisfaction.

You will handle fleet customer enquiries by phone, email, and webform, listen and identify needs, provide clear solutions, and manage cases to resolution while maintaining policy and budget considerations.

Qualifications

• Minimum 1 year of customer service experience in a contact centre, dealership or similar environment.
• Automotive industry knowledge preferred, or the ability to understand technical information quickly.
• Proficient in Microsoft Office or Google Workspace; CRM and telephony experience is advantageous.

Responsibilities

• Deliver objectives by providing effective customer management and high standards of communication.
• Manage Fleet Customer Care cases via Salesforce, responding by phone, email and webform.
• Listen to customers, identify needs and concerns, and explain possible solutions clearly.
• Implement solutions and manage cases through to completion, ensuring customers feel supported.
• Follow escalation processes for complex or high priority cases.
• Build strong relationships with customers and internal teams, driving continuous improvement.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Empathy

Tools

CRM system

Microsoft Office

Phone/telephony systems

Job description

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.

To learn more about Calex, please visit our website at www.calexuk.com

We are currently seeking to recruitFleet Customer Care Agents to primarily support the Uptime Command Centre Manager (UCCM) as part of the Stellantis Fleet Customer Care team in delivering objectives to minimise vehicle downtime and deliver excellence in customer satisfaction.

The successful candidates will enjoy direct contact with Fleet customers in our Dealer Network as well as internal business functions such as Aftersales, Technical, Network Development. The core task involves being able to actively listen and ask probing questions to understand the customer’s needs and determine the best course of action, via telephone and email.

Key Responsibilities

• To deliver the objectives, focusing on working to provide effective customer management and the highest standards of communication.
• Manage Fleet Customer Care cases via Salesforce, responding to enquiries by phone, email, and webform.
• Listen to customers, identify and understand their needs and concerns.
• Provide timely, accurate responses to customers and explain possible solutions clearly.
• Implement solutions and manage cases through to completion, ensuring the customers feel supported and valued.
• Handle customer enquiries effectively while balancing company policies and budgets with customer expectations and maintaining Stellantis Corporate values.
• Follow the Stellantis Escalation Process for handling complex or high priority cases.
• Research, investigate and identify the root cause of escalated customer enquiries.
• Maintain an active interest in a case until the problem has been resolved and the case closed.
• Meet call centre performance targets while delivering high quality customer support.
• Ensure responsible use of the goodwill, loss of use, mobility and buy-back budget.
• Support continuous improvement within the team by identifying policy or process issues from customer feedback.
• Build strong relationships with customers and other team members.
• Continuously expand product and Stellantis knowledge through training and learning opportunities.

About You

• Minimum 1 year of customer service experience within a contact centre, dealership, or similar environment.
• Automotive industry knowledge preferred, or the ability to quickly understand technical information.
• Competent in Microsoft Office or Google Workspace; CRM and telephony system experience is advantageous.
• Passion for delivering excellent customer service.
• Friendly, patient, and professional approach when dealing with customers with the ability to be empathetic and confident in handling sensitive customer situations.
• Strong work ethic with a positive and proactive attitude.
• Adaptable and able to thrive in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy when handling customer information.
• Quick to learn new systems, processes, and technologies.
• Strong problem-solving skills with the ability to identify issues and take appropriate action.
• Able to work independently, use initiative, and make sound decisions.
• A collaborative team player who can build positive relationships with colleagues and stakeholders.
• Full, valid driving licence preferred.

Our Calex Core Values

We are looking for an individual who aligns with our company core values:

• Caring & Supportive
• Open & Honest
• Welcoming & Inclusive
• Collaborative & Inspiring
• Enjoyable & Rewarding
• Flexible & Adaptable
• Accountable & Reliable
• Healthy & Sustainable

Salary & Benefits

Up to £28,000 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, Pinley House, 2 Sunbeam Way, Coventry CV3 1ND

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.