Head of Technical and Customer Service

KGM UK; Swindon; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading vehicle importer in Swindon is seeking a Customer Service and Technical Support Lead to enhance service excellence. The ideal candidate will have strong technical diagnostics experience with vehicles, including electric models, and will lead a team to ensure efficient customer support. Key responsibilities include coaching team members, managing technical inquiries, and collaborating with the factory in Korea. A Level 3 qualification in Motor Vehicle is required. This role offers opportunities for training and development.

Qualifications

• Proven experience in technical diagnostics for vehicles, including electric models.
• Experience managing and developing teams is an asset.

Responsibilities

• Lead and support Customer Service and Dealer Technical Support teams.
• Manage approval processes and communications for technical inquiries.
• Liaise with the motor ombudsman on escalations.

Skills

Technical vehicle diagnostic experience

Electric vehicle (EV) diagnostic experience

Strong communication skills

Problem-solving skills

Microsoft Office proficiency

Time management skills

Education

Level 3 City & Guilds Motor Vehicle qualification

IMI Level 3 Electric/Hybrid Vehicle System Repair qualification

Job description

Company Description

KGM UK, formerly SsangYong, is the official importer of KGM vehicles from Korea into the United Kingdom. With a rich history dating back to 1954, KGM specialises in producing award-winning SUVs, reliable 4x4s, and durable pickups. We pride ourselves on delivering tough and dependable vehicles tailored to meet the needs of all customers.

Role Description

We are looking for a motivated individual to join our Aftersales team and take the lead in driving customer and technical excellence. You will coach and support our Customer Service and Dealer Technical Support colleagues, ensuring they deliver efficient, accurate, customer-focused solutions every time.

In this role, you will manage enquiries through our online systems, oversee homologation and compliance processes, and work closely with the factory in Korea on type approval, recalls, and technical bulletins. You will also support warranty investigations, liaise with the motor ombudsman on escalations, and provide training to the KGM import centre.

Collaboration is key in this role. You will partner with field teams and other departments to keep our dealer network running smoothly. If you thrive on variety, problem‑solving, and leading people, this role offers the chance to make a real impact in delivering outstanding service to our customers and partners.

Role Responsibilities

• Responsible for the coaching, day-to-day leadership, career development, and appraisal for the Customer Service and Dealer Technical Support colleagues


• Oversee the management of customer service and technical enquiries submitted via the online system and ensure an accurate record of all communications is maintained


• Responsible for the submission and management of homologation and compliance responsibilities


• Responsible for liaising with KGMC homologation department to ensure vehicle type approval and compliance


• Support the relationship with KGMC regarding technical advice, support, recalls and bulletins


• Liaise with the motor ombudsman regarding customer escalations, providing evidence and documents as required to support the investigation


• To support the warranty team with their investigation of warranty claim anomalies


• Responsible for technical and customer dealer systems and processes


• Liaison with the field team, and other departments, regarding technical and customer support matters


• Responsible for providing technical support and training to the KGM import centre


• Ad hoc duties as required – willingness to assist other team members during busy periods

Work Experience Requirements

• Essential:
  
  
  
  • Current high level technical vehicle diagnostic experience
  
  
  • Electric vehicle (EV) current high level vehicle diagnostic experience
  
  
  
  


• Desirable:
  
  
  
  • Customer service experience
  
  
  • Team management and development experience
  
  
  
  

Qualifications

• Minimum of Level 3 City & Guilds Motor Vehicle qualification (or equivalent)


• Minimum of IMI Level 3 Electric/Hybrid Vehicle System Repair and Replacement qualification (or equivalent)

Skills, Abilities, and Competencies

• The ability to work under pressure


• Strong technical aptitude and problem‑solving skills


• Strong communication skills


• The ability to communicate effectively with colleagues and customers


• Strong level of ability with Microsoft Office software


• Ability to meet required deadlines with minimum supervision


• Strong time management skills


• A professional appearance and manner

Personal Attributes

• Committed to delivering an exceptional level of customer service


• Professional at all times


• Able to work well both in a team and independently


• Reliable


• Able to manage own time and prioritise workload accordingly


• Positive approach to problem solving

Training

• Full in‑house systems training will be given


• External training courses provided, where appropriate


• Further training and development opportunities may be available

Our Company Values

• TRUST: Build strong partnerships through honesty and accountability


• DEDICATION: Strive for brilliance in everything we do


• PUSH BOUNDARIES: Drive innovation by embracing new challenges and ideas


• CUSTOMER FOCUS: Driving excellence by understanding every need.