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    Customer Service Manager - London, United Kingdom - Internetwork Expert

    Internetwork Expert
    Internetwork Expert London, United Kingdom

    4 weeks ago

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    Description
    Customer Service Manager
    INEOS Automotive – Grenadier – Built On Purpose
    Since Sir Jim Ratcliffe announced Project Grenadier in 2017, our team at INEOS Automotive has grown rapidly.

    Delivering quality work, with ambition to deliver outstanding results and who have a community mindset, believing together everyone achieves more.

    Creativity and initiative are encouraged to support your career development.

    The Customer Service Manager will ensure our global customer base receive an industry leading support experience either directly by INEOS, a third-party managed contact centre or through our retail network.

    Responsible for the control and effective resolution of customer issues brought to the attention of INEOS Automotive in a manner which actively upholds brand integrity and values.

    Manage the Customer Services function ensuring that Grenadier owner and prospect enquiries are dealt with in a manner befitting of the brand and in line with key performance targets
    Manage, motivate and develop the Customer Services team ensuring high levels of engagement and performance
    Lead the Contact Centre strategy from development to implementation to day-to-day operations including the development and management of a balanced scorecard of metrics, including First Call Resolution Rates (FCR), Customer Effort Score among others
    Recommend and actively look for continuous enhancement of Customer Service strategies across the company and as a result contribute to advocacy, customer retention and loyalty
    Represent the voice of the customer across the business, working cross-functionally to ensure best practice and customer experience is at the forefront
    Proven track record in managing a Customer Service Team in an automotive OEM
    Strong strategic ability with experience working within a customer-focused, high-growth, digital-first, tech platform
    Has used Salesforce Service Cloud and SAP C4C in a complex omni-channel business
    Agency / supplier management experience
    Please include a covering letter that supports your application along with any other supporting information.
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