UK Customer Care Manager

JR United Kingdom; Shrewsbury; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading company in the automotive industry seeks an experienced Customer Care Manager to ensure customer satisfaction and support the establishment of Customer Service excellence in the UK. This role involves leading a customer service team, implementing policies, and building strong customer relationships. The ideal candidate will have automotive experience and a strong focus on customer excellence, with responsibilities including managing call centers and training staff.

Benefits

Competitive, rewarding compensation package

Opportunity to build something monumental

Diverse, multinational team

Qualifications

• Experience in providing customer service support is essential.
• Strong decision-making, problem-solving, and communication skills required.
• Ability to deal with high pressure situations and meet deadlines.

Responsibilities

• Implement customer service policies and procedures.
• Recruit, manage, and lead a team of customer service staff.
• Develop customer satisfaction goals and coordinate with the team to meet them.

Skills

Customer-oriented attitude

Problem-solving skills

Decision-making skills

Communication skills

Agility and flexibility

Education

Recognised qualification or relevant experience 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 3rd 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 ability to be resourceful, methodical and consistent in approach, following correct process and working within recognised 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 unique opportunity to use your Customer Service expertise and skills to shape the Changan business in the UK.

This will be aligned with and supported by the teams in Europe and China and delivered to the same outstanding levels as the Changan product.

The role will be based at our NSC in Birmingham.

Requirements

• A recognised qualification or relevant experience within the automotive environment
• Experience in providing customer service support
• Knowledge of performance evaluation and customer service metrics
• Systems experience of 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, demonstrate initiative and enthusiasm
• Ability to deal with high pressure situations
• Commitment to getting the job done by fixed deadlines
• Possess passion for technology and digitilisation 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 to customer service issues in a timely manner
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
• Engage with customers and build relationships to promote customer retention
• Conduct regular audits and analysis to assess the performance of the team
• Implement strategies to improve quality of service, productivity, and profitability
• Ambassador for harnessing the approved dealer relationship across region
• Deploy and support retention targets towards 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 secure corporate structures.
• Competitive, rewarding compensation package, based on your qualifications and experience.

If you are selected for an interview, our recruitment team will contact you directly. Unfortunately, due to the high volume of applications, we are unable to inform the candidates who are not shortlisted or provide specific feedback.