UK Customer Care Manager

JR United Kingdom; Chelmsford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading automotive manufacturer is seeking a Customer Care Manager to establish excellence in customer service for their UK operations. This role will involve managing customer service teams, implementing strategies for improvement, and ensuring high standards of satisfaction with customers. Ideal candidates will have significant experience in the automotive sector and possess strong communication and leadership skills in this dynamic environment.

Benefits

Competitive compensation package

Culturally enriching role with a diverse team

Start-up energy within a secure corporate structure

Qualifications

• Experience in customer service in an automotive environment is essential.
• Strong leadership and team management skills.
• Proven ability to meet tight deadlines and handle high-pressure situations.

Responsibilities

• Implement customer service policies and recruit/manage a customer service team.
• Respond promptly to customer inquiries and train staff.
• Develop customer satisfaction goals and strategies to achieve them.

Skills

Communication

Problem Solving

Decision Making

Customer Orientation

Business Acumen

Agility

Flexibility

Education

Recognized qualification in Automotive

Tools

Excel

Microsoft Office

SAP

Customer Service Software

Job description

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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 an experienced Customer Care Manager to support the setup of Customer Service excellence for 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 setting up third-party call centres and implementing strategies to improve 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, aptitude, resourcefulness, a methodical approach, and the ability to work within recognized authority and escalation levels.

Reporting to the After Sales Director, the role requires a hands-on approach as we scale the business from the ground up. As the Customer Care Manager, you’ll have the opportunity to use your Customer Service expertise to shape the Changan business in the UK.

This will be aligned with and supported by teams in Europe and China, maintaining the same high standards as the Changan product.

The role will be based at our NSC in Birmingham.

Requirements

• A recognized qualification or relevant experience within the automotive environment
• Experience in providing customer service support
• Knowledge of performance evaluation and customer service metrics
• Systems experience with Excel, Microsoft Office, SAP, and customer service software
• Outstanding written and verbal communication skills
• Strong decision-making and problem-solving skills
• Good business acumen
• Ability to build and maintain effective relationships
• Agility and flexibility
• Self-motivation, initiative, and enthusiasm
• Ability to handle high-pressure situations
• Commitment to meeting deadlines
• Passion for technology and digitalization in the automotive industry

Duties & Responsibilities

• Implement customer service policies and procedures
• Recruit, manage, and lead a team of customer service staff
• Support the setup of call centres where required
• Provide training and mentorship to team members
• Respond promptly to customer service issues
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate efforts to achieve them
• Engage with customers to promote retention
• Conduct regular audits and performance assessments of the team
• Implement strategies to improve service quality, productivity, and profitability
• Act as an ambassador for dealer relationships across the region
• Support retention targets within a world-class customer experience framework

Other Features

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

If selected for an interview, our recruitment team will contact you directly. Due to high application volumes, we cannot provide feedback to non-shortlisted candidates or those not selected for interview.