Senior Customer Care Manager - Call Centre

Lotus Cars

  • Coventry
  • Permanent
  • Full-time
  • 1 day ago
Lotus Cars builds world-class, high-performance and lightweight sports cars that are sold all around the world.To bring the company to the level we want it to be, we are looking for a Senior Customer Care Manager in the Group Sales Department to join us in our Global Commercial site based in Coventry.Summary:Sitting on the UK management team reporting directly into the UK Director, the Senior Customer Care Manager will develop and lead the Customer Care department in the UK, whilst also localising and implementing the European Customer Experience strategy in the UK to increase customer satisfaction.What you'll do:
  • Lead the customer care department to handle, investigate and resolve customer complaints and escalations, in line with the Financial Conduct Authority (FCA) regulations.
  • Provide leadership, day to day management and oversight of the internal and outsourced customer care team, to ensure the functional and European customer experience strategy is sufficiently localised, implemented and monitored within Commercial UK.
  • Create the internal processes, to ensure that the department is equipped to effectively handle all consumer contact.
  • Oversee escalated customer complaints, trends, and root cause analysis data, to ensure corrective actions and knowledge sharing amongst the internal teams is executed sufficiently.
  • Monitor the department effectiveness and build connections with key regional and functional stakeholders, to facilitate that direct reports adhere to critical processes and/or corrective actions that ensure regulatory compliance.
  • Ensure all direct reports and 3rd party service providers work in accordance with defined procedures and customer experience standards.
  • Create plans to continually improve the customer experience level of Commercial UK, in support of the sales achievement goals.
What you'll bring:
  • Significant expertise in best practice customer care management practices within a customer facing, regulated and complex working environment.
  • Significant experience in leading organisational change in customer care.
  • Excellent organisational and leadership skills.
  • Superior interpersonal and communication skills
  • Superior relationship building and stakeholder management skills.
  • Organised, reliable and results driven.
What we offer:In addition to a competitive salary, you will have access to the following benefits:
  • 25 days' holiday plus bank holidays.
  • Pension scheme access.
  • Annual bonus - non contractual.
  • Private Healthcare.
  • Access to the Employee Car Ownership Scheme.
  • Group income protection based on length of service.
  • Family Friendly policies.
  • Exclusive Employee discount, wellbeing and recognition platform #ForUSLOT.
Additional Information:
  • This role will be working from our Coventry office. This role will be working on-site, full time.
  • Frequent travel might be required to visit different entities. Applicants must therefore possess the ability to travel freely without restrictions.
  • Candidates must be eligible to work in the UK without VISA sponsorship.
Our Company:Group Lotus is a leading sports car manufacturer with a 75-year long history of iconic designs, groundbreaking engineering and legendary victories on the F1 track. Today we are transforming into a truly global performance car brand focused on the electrical future. In 2022 we launched the Eletre, the world's first all-electric hyper-SUV, and in 2023 Emeya, our fully-electric Hyper-GT.As part of the Lotus team, you push boundaries. Those of the car industry and of your own. Every member of the Lotus family has some of the pioneering mindset of founder Colin Chapman in them.We're not just a car company; we're a diverse mix of talent from all walks of life. At Lotus, we firmly believe that diversity and inclusion are not just buzzwords but essential pillars of a thriving and successful organization. We welcome applications from individuals of all backgrounds and are dedicated to providing reasonable adjustments during the interview process. If you require any special assistance or adjustments, please let us know in advance so we can ensure a fair and accessible interview experience. Our goal is to create an environment where everyone can thrive.Do you want to know what Sophisticated, Rebellious and Pioneering mean for Lotus? Come and take a look at our career site and join the incredible adventure:

Lotus Cars