UK Customer Care Manager

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

Job summary

Une entreprise automobile internationale cherche un Customer Care Manager pour établir l'excellence du service client au Royaume-Uni. Le rôle implique de recruter une équipe, de mettre en œuvre des stratégies de satisfaction et de bâtir des relations durables avec les clients. Vous aurez l'occasion d'utiliser votre expertise pour façonner l'activité Changan au Royaume-Uni dans un environnement startup tout en bénéficiant d'une structure d'entreprise sécurisée.

Benefits

Environnement de travail enrichissant culturellement

Équipe diversifiée et multinationale

Package de compensation compétitif

Qualifications

• Expérience dans la fourniture de support au service client.
• Capacité à gérer des situations sous pression.
• Passion pour la technologie et la numérisation dans l'industrie automobile.

Responsibilities

• Mettre en œuvre des politiques et procédures de service à la clientèle.
• Recruter et diriger une équipe de personnel de service à la clientèle.
• Développer des objectifs de satisfaction client et coordonner les efforts pour les atteindre.

Skills

Communication

Résolution de problèmes

Flexibilité

Leadership

Orienté client

Education

Qualification reconnue dans l'environnement automobile

Tools

SAP

Microsoft Office

Logiciels de service client

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 satisfaction.

Our ideal candidate will possess excellent communication skills, a customer-oriented attitude, and leadership abilities, with extensive knowledge in problem solving, resourcefulness, methodical and consistent approach, following correct processes, and working within recognized authority and appropriate 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, delivering the same outstanding levels 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 digitization 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 and build relationships 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 are unable to inform candidates who are not shortlisted or provide specific feedback.